Customer Claims Advisor

Customer Claims Advisor

Leicester and Bexhill -Hybrid working

Full-time, Monday – Friday 09:00 – 17:30

Start Date: June

Salary: The role offers a starting salary of £25,150. Upon successful completion of your training (typically 8 weeks), this will increase to £25,500. From there, we're committed to supporting your growth- with tailored coaching and development tools to help you reach the level of Mastery Customer Claims Handler, which comes with a salary of £30,000.

At Hastings Direct, we have a simple ambition – to be the best and biggest digital insurance provider in the UK. Our Customer teams play a huge role in that, speaking to thousands of customers every day, and delivering the high quality insurance service they deserve.

Your role:

You will be part of a busy and fast-paced department that is responsible for providing support to our customers who have been involved in a road traffic accident, regardless of fault. Your role will involve communicating with our customers through both verbal and written means, and discussing their options whether their vehicle is repairable or has been deemed a write-off.

Our main objective is to get our customer back on the road as quickly as possible.

As a motor claims handler, you will prioritise giving our customer a simple and straightforward journey by keeping customers updated throughout the lifecycle of their claim, proactively chasing updates from our repair suppliers. If the vehicle has been deemed a write-off, you will update our customers on the valuation of their vehicle.

It's vital to communicate with confidence and precision from the outset to prevent any confusion and provide  our customers with a seamless customer journey.  

Job Details

• Manage a portfolio of policyholder’s repair / write-off claim.

• Handle incoming calls from customers and external partners while also making outbound calls.

• Provide excellent customer service, empathy and understanding when our customers need us most, whilst ensuring clear expectations set and regular updates provided throughout the claims process.

• Validate claims and policies.

• Maintaining accurate record keeping, reserves and a proactive diary system to ensure timely case reviews.

• Achieve departmental and business targets

Skills we would love you to have

• Outstanding customer service, with excellent verbal and written communicational skills

• Strong active listening skills

• Strong negotiation skills

• Proactive in your approach to work

• Organisational skills with the ability to prioritise workload

• Natural ability to lead conversations and objection handle

• High attention to detail

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.

Reward

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.

There's more! – 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. Most of our benefits and wellbeing resources are available to colleagues from their first day whilst some optional benefits, which involve committing to a 12-month payment schedule, are available as soon as you have completed your probationary period.

As a Disability Confident employer, we’re committed to ensuring our recruitment processes are fully inclusive – what this means to you is if you’re applying for a job with us, you’ll have fair access to support and adjustments throughout your recruitment journey. For this position, we’re regrettably unable to accept applications through the Disability Confident Scheme (DCS) due to the extremely high volumes of applications we receive. However, what we put in place for these positions instead in order to remove barriers is an opportunity for all candidates to complete first stage assessments, in the form of some online exercises, which we can also provide adjustments for on a case by case basis.

For more information on the DCS, please visit our inclusive business page on our careers website >>> https://www.hastingsdirectcareers.com/what-we-offer/an-inclusive-business

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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.

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