Head of Home Claims

Head of Home Claims

Location – Hybrid

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.

We understand some people may not apply for jobs unless they feel they tick every box. If you are excited about joining us and think you have some of what we are looking for, even if you’re not 100% sure we would love to hear from you.

Role Overview:

We are recruiting for 2x roles across Home to best serve our customers, grow our operations and drive improved customer satisfaction through a highly skilled operational function one of which will support Claims and the other across Retail Operations.

This role is crucial in a fast-growing part of the business, with significant opportunities to recruit and develop capabilities at pace to support Hastings become the best and biggest digital insurance provider by collaborating across the organisation to maximise opportunities to meet customers’ needs, deliver straightforward experiences and Good Customer Outcomes

Job Details (Claims)

• Responsible for managing home claims customer performance, shaping the operational strategy, maintaining budgets, and leading the team to achieve excellent outcomes.

• Focus on optimising claims handling to positively impact customer premiums and achieve strong customer responses through NPS and CSAT surveys

• Drive technical performance, achieving excellent claims cycle times and ensuring fair, efficient, and timely settlements for customers.

• Monitor and enhance KPIs such as average settlement times, first-time resolution rates, and expense efficiency.

• Streamline workflows, ensuring seamless integration with our internal and external supply chain.

• Balance quality control with cost management, maintaining accurate reserve tracking and reporting.

Key for both roles

• Play a strategically important role in Hastings becoming a market leader and increase its customer base and profitability

• Ensure Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and adhering to best practices and regulations

• Deliver market-leading business results by ensuring the customer experience is optimised through the e2e journey

• Improve Hastings’ performance by leading, managing, and being involved in key Home-related projects, ensuring programme goals are met

Skills we would love you to have  

• Exceptional senior & executive stakeholder management

• Solid background of Home Insurance, and for Claims a deep understanding of a home claims journey for customers.

• Strong leadership skills with the ability to drive change

• Ability to communicate concepts effectively at all levels of an organisation

• Able to design, communicate and implement complex business cases

• Continuous improvement change and transformation

• Critical thinking and decision-making, at pace

• Collaboration with peers and across the organisation

• Has an outcomes mindset aligned to Consumer Duty

What we offer

Join us and you’ll find a different way of doing things. We call it the 4Cs. 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. Not to mention plenty of recognition and rewards, and the scope to voice your ideas and put them into practice.

Regrettably we are unable to offer sponsorship for this role

Reward

Salary – Attractive salary based on experience + car allowance (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 – as a Band 5 colleague, Hastings pay for you to receive private medical Insurance (also known as PMI) This gives you flexibility and convenience to see a specialist or consultant and allows you to decide when and where you will be seen.

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

There's more! – 27 days annual leave + bank holidays, with the option to buy or sell one of your contracted 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 ….

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 treat customers like we want to be treated - fairly, respectfully and with their best interests at heart

At Hastings Direct, we’re committed to creating an inclusive environment where everyone has the opportunity to succeed. If you require any reasonable adjustments during the recruitment process, we encourage you to be open with us. Our recruitment team is here to provide the support you need to ensure a fair and accessible experience for all.

Job posting end date: