Experienced Home Claims Specialist

2 weeks ago


Leicester, Leicester, United Kingdom Hastings Direct Full time
Job Title: Experienced Home Claims Handler

At Hastings Direct, we're committed to delivering exceptional customer experiences. As an Experienced Home Claims Handler, you'll play a vital role in ensuring our customers receive the best possible support during challenging times.

Key Responsibilities:
  • Manage a portfolio of claims with varying complexity, ensuring optimal outcomes in line with Hastings' 4Cs.
  • Act as a technical referral point for colleagues, suppliers, and internal stakeholders, providing expert guidance and support.
  • Ensure claims are adequately reserved, loss coded, and managed effectively to enable accurate pricing and reserving.
  • Maintain and update various system platforms, including Fintech, GW, and respond.
  • Collaborate with the Claims Team Leader to maintain best practice documents on technical applications for buildings, contents, recoveries, and subsidence.
  • Handle and resolve complaints, including FOS referrals, and ensure that any changes are feedback to relevant parties as best practice.
  • Meet customers' fair and reasonable expectations, providing fair outcomes and challenging processes and procedures where necessary.
  • Complete training as mandated by the company and regulated by the FCA.
  • Ensure self and direct reports (if applicable) achieve and demonstrate levels of competence required to fulfill job requirements.
Requirements:
  • Minimum 2 years of Home Claims experience is essential.
  • Customer service experience, telephony-based.
  • Able to communicate and work remotely using online tools.
  • Complies with consumer duty when dealing with/advising customers.
  • Can work efficiently and accurately, in line with SLAs and targets, to interpret, track, and allocate incoming claims.
  • Strong system skills, ability to navigate and update multiple platforms simultaneously.
  • Strong written and verbal communication skills, building strong relationships with internal colleagues, external suppliers, and customers.
  • Will develop a good understanding of the value and impact of our work for customers, our team, and the wider business.
  • Understands how to appropriately identify and support vulnerable customers.
  • Understanding of general insurance and claims.
What We Offer:

We champion a flexible and hybrid working approach, offering a competitive bonus scheme, 25 days annual leave, private healthcare, and more. As an equal opportunities employer, we welcome applications from all suitably skilled persons, regardless of their background or experience.



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