Claims Communications Executive

Claims Communications Executive

Bexhill or Leicester - hybrid one day per week on site

Welcome to Hastings Direct - From our Group HR Director, Pam Angel

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’re proud of the journey we’re on as a company and know that our continued success will rely on the contribution of our talented colleagues.

We provide insurance for over three million customers, but we know there’s even bigger opportunity out there. The fact you’re now reading this job advert means we’ve tempted you to find out more about #lifeatHD - we really hope you like what you see, and you’ll join us to share in the success of the exciting chapter that lies ahead.

Role overview

At Hastings Direct we are undertaking a Claims Transformation that aims to radically change the way customers notify us of an accident and then manage their claim through its lifecycle. Communicating with customers to guide them through the Claims process and create an integrated experience with our Mobile App, My Account and Operational Teams is a critical component of our mission to make Claims simple and straightforward.

We are seeking a skilled and detail-oriented Customer Communications Executive to join the Transactional Comms team, as part of the wider Marketing Team, where you will play a crucial role in facilitating effective communication between our company and our customers.

This opportunity is for a 12-month fixed term contract, lasting the duration of the ongoing transformation project.

Job details
- In order to do this, you will collaborate with cross-functional teams, including Claims’ Subject Matter Experts (SMEs), Compliance, Legal and customer service representatives, to gather information (customer pain points, complaints, identified improvements) and document communication requirements needed.
- You will also work with the relevant Claims process lead to review an As-Is and To-Be process map and uncover the answers to the following questions: why, what, how, when and to whom the communications are/should be generated (to), to create a great Hastings Direct customer experience as well as good customer outcomes.
- Along this journey, there will be the opportunity to identify areas of improvement and develop strategies to streamline transactional communication workflows.
- The responsibilities will be varied and may also evolve over time. Whether that means, reviewing our live outputs, updating our Technical Specifications or contributing to the overall project plans.

Essential skills/experience:

- Excellent written and verbal communication skills with a keen eye for detail
- strong organisational and time management abilities, with the capacity to handle multiple tasks simultaneously while meeting deadlines.
- Exceptional interpersonal skills to effectively collaborate with cross-functional teams and build positive and trusted relationships with key stakeholders.
- Analytical thinking and problem-solving capabilities to identify process and communications gaps and propose effective solutions.
- Proficiency in creating clear, concise and logical communications content (not design); understanding when to leverage the most appropriate delivery channel for that customer audience.
- Ideally we would like some experience in the insurance industry (ideally Claims). However, experience in a highly regulated industry is a good substitute.

The interview process

Our interview process involves the below:
- 1st stage interview with hiring leader- 2nd stage with hiring leader and peer.

Benefits: In addition to a competitive salary you will also receive

Flexible working - we champion a flexible hybrid working approach - please speak to your recruiter to discuss in more detail

Competitive bonus scheme - all colleagues are eligible for our annual 4Cs performance bonus

Financial wellbeing - as well as providing you with 4x your salary with our life assurance cover, income protection at no extra cost, and matched pension contributions up to 10%, we are proud to provide you with an award winning package which includes - discounts, cashback, free independent mortgage advice and free access to financial wellbeing support

Mental wellbeing programme - 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

There's more - 25 days annual leave + bank holidays, with the option to buy or sell one of your weeks, access to our health care cash back plans, dental plans, discounted health assessments, Cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more.

Join us and you’ll find a different way of doing things. We call it the