• Job Description

  Req#: 60011937

  Customer Advisor - First Notification of Loss

  Location: Leicester - Hybrid

  Start Date: August

  Salary: £25,150

  Working Hours/ Shift Patterns: You will work 37.5 hours a week, Monday to Friday. You will work on a rotational shift pattern between 08:00 – 19:00.

  Welcome to Hastings Direct!

  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 four 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.

  The Role:

  • You will primarily be taking inbound calls from customers when they need us the most, at the point of incident. You will also log claims from various portals, including claims reported by the police and our out-of-hours teams. Accuracy is key—you’ll ensure all claim details are recorded correctly and follow up with customers to gather any missing information.

  • You will need to make effective commercial decisions through all personal actions and treat every pound as your own.

  • You will need to actively listen and be relentless in capturing detailed accounts relating to our customers incident.

  • You will be able to establish liability quickly, ensuring our customers are safe and supported at all times.

  • You will need to help our customers reach the right outcome first time and every time.

  • You must demonstrate care and empathy whilst ensuring customers feel fully informed about the next steps of their claim.

  • You will also need to have difficult conversations about liability and damage outcomes with our customers whilst setting clear expectations for our customers.

  What are we looking for?

  • People who have the same passion we do for delivering outstanding customer service.

  • Strong decision-making skills, by using your own knowledge and resources available to you.

  • Ability to work both independently and as part of a team.

  • Ability to accurately capture and record data.

  • Outstanding interpersonal communication.

  • Experience of holding difficult conversations and managing complaints.

  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

  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, 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.

  
  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

  Hastings Group is an equal opportunities employer which means we treat people fairly. 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.

  
  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, or throughout your journey with us at Hastings, 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.

  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.

  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:

• About the company

  Customer services, Financial and Insurance services jobs in Bexhill-on-Sea, Leicester and London.

Notice