Customer Assistance Coordinator

2 days ago

BexhillonSea East Sussex, United Kingdom Hastings Direct Full time

Leicester or Bexhill-on-Sea (Hybrid)
We're a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We've made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We provide insurance for over three million customers, but we know there's even bigger opportunity out there. Leading the working group of representatives across the business, to ensure that all change plans to support customers in vulnerable circumstances are aligned, risks and dependencies are managed and that learnings are shared
Creating a network of vulnerable customer champions across the business to ensure that colleagues have subject matter experts to support with more complex cases, that best practice is shared and any risks/improvement areas are quickly identified and acted on
Producing assessments and reporting for senior leaders, ensuring that appropriate MI and oversight is in place to evidence that all customer groups experience good outcomes
Conducting regular reviews and assessments of internal practices, regulatory updates and individual cases, presenting findings and gaining commitment for appropriate actions to address any concerns
Ensuring that methods of recording and sharing details of customer needs continues to be effect - delivering any improvements needed to the identification, recorded and monitoring of the operational delivery of support
Working with business areas to develop and review content to support customers in vulnerable circumstances, including learning materials, colleague guidance, processes, digital content and customer communications
Strong project management skills with a good understanding of customer journeys and what good customer outcomes look like, and the risk of harm that may occur if customers aren't supported appropriately
We focus on getting it right for our colleagues, customers, company, and community. As one of our colleagues, you'll be helping to drive our growth, so in return, we'll give you all the support, training and development you need. Salary - Attractive salary based on experience (pay reviews also completed each year)
Flexible Working - We champion a flexible and hybrid working approach so please speak to your recruiter to discuss in more detail, including days in the office and at home.
Competitive Bonus Scheme - All colleagues are eligible for our annual 4Cs performance bonus, which is usually paid in March. The scheme is based on Hastings' performance against our business goals and your own personal performance.
Physical Wellbeing - We like to help our colleagues take a proactive approach in keeping themselves well, that's why we fund our colleagues to be able to claim against everyday health care through our healthcare cash plan.
Financial Wellbeing - As well as providing you with 4x your salary with our life assurance cover and income protection at no extra cost, pension contribution match up to 10%, we are proud to provide you with an AWARD WINNING package which includes - discounts and cashback at everyday retailers and on our own products, fee free independent mortgage advice, and free access to financial wellbeing support.
Mental Wellbeing Programme - At Hastings Direct we understand that mental health cannot not be scheduled, that's why we have a range of support to help you keep yourself well. We have the thrive mental health app, our colleague assistance programme available 24/7, our own in-house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs
25 days annual leave +bank holidays, with the option to buy or sell one of your contracted weeks, access to private healthcare, dental plans, discounted health assessments, cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more. Our 4Cs principles are simple: we believe by creating the right culture for our colleagues and giving them the right tools to do their job, we'll deliver good outcomes for every customer, helping us to grow the company profitably and sustainably and allowing us to invest in the communities we serve
We deliver good outcomes for our customers every time by providing great products at the right price with our simple and straightforward service. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.

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