Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Resolve customer complaints in Home Insurance with empathy and professionalism.
- Company: Join Hastings, a trusted name in the insurance industry focused on customer satisfaction.
- Benefits: Enjoy a hybrid work model, competitive salary, and a supportive team environment.
- Why this job: Make a real impact by enhancing customer trust and loyalty while working from home.
- Qualifications: Experience in home complaints and customer service, especially in insurance, is essential.
- Other info: Start date is March 10th; work 4 days from home and 1 day in the office.
The predicted salary is between 28800 - 42000 £ per year.
Job Title: Experienced Home Complaints Specialist Hours: 37.5 per week, Monday to Friday, Salary: Competitive Contract: Home/Hybrid, working 4 days from home and one in the Office per week, after training Start Date: 10th of March. As part of the role, you\’ll play a vital role in ensuring fair, empathetic, and effective resolution of customer complaints in our Home Insurance department. Managing a portfolio of complaints, you\’ll deliver exceptional service, providing clear and fair outcomes that enhance customer trust and loyalty. Key Responsibilities Own and resolve complaints of varying complexity Use sound judgment and analysis to achieve fair outcomes, meeting Hastings\’ 4Cs principles (Colleagues, Customers, Company, Community). Communicate empathetically and professionally, building strong relationships with customers and internal teams. Continuously challenge and improve processes that fall short of meeting customer expectations. Maintain compliance with FCA regulations and consumer duty standards Skills, Knowledge & Experience Experience in home Complaints within the Insurance Industry Customer service experience, preferably telephony-based. Ability to Clearly communicate and work remotely using online tools (e.g., MS Teams, systems).
Experienced Home Complaints Specialist employer: Hastings Direct Careers
Contact Detail:
Hastings Direct Careers Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Experienced Home Complaints Specialist
✨Tip Number 1
Familiarize yourself with the key principles of Hastings' 4Cs: Colleagues, Customers, Company, and Community. Understanding these principles will help you align your approach to complaint resolution with the company's values.
✨Tip Number 2
Brush up on your knowledge of FCA regulations and consumer duty standards. Being well-versed in these areas will not only boost your confidence but also demonstrate your commitment to compliance during the interview process.
✨Tip Number 3
Prepare examples from your previous experience where you've successfully resolved complex complaints. Highlighting your problem-solving skills and ability to communicate empathetically will set you apart from other candidates.
✨Tip Number 4
Since the role involves remote work, practice using online communication tools like MS Teams. Being comfortable with these platforms will show that you're ready to thrive in a hybrid working environment.
We think you need these skills to ace Experienced Home Complaints Specialist
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Experienced Home Complaints Specialist position. Understand the key responsibilities and required skills, especially focusing on customer service and complaint resolution.
Tailor Your CV: Customize your CV to highlight relevant experience in home complaints within the insurance industry. Emphasize your customer service skills and any telephony-based experience you have.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the role and your passion for delivering exceptional customer service. Mention specific examples of how you've resolved complaints effectively in the past.
Highlight Compliance Knowledge: Make sure to mention your familiarity with FCA regulations and consumer duty standards in your application. This shows that you are aware of the compliance aspects crucial to the role.
How to prepare for a job interview at Hastings Direct Careers
✨Show Empathy
As an Experienced Home Complaints Specialist, demonstrating empathy is crucial. Prepare examples of how you've handled customer complaints in the past, focusing on your ability to understand and relate to their feelings.
✨Know the 4Cs Principles
Familiarize yourself with Hastings' 4Cs principles: Colleagues, Customers, Company, Community. Be ready to discuss how you can apply these principles in your role to ensure fair outcomes for all parties involved.
✨Highlight Your Communication Skills
Since the role involves remote communication, emphasize your experience with online tools like MS Teams. Share specific instances where your clear communication led to successful resolutions of complaints.
✨Prepare for Process Improvement Questions
Expect questions about how you've identified and improved processes in previous roles. Think of examples where you challenged the status quo to enhance customer satisfaction and compliance with regulations.
