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- Tasks: Lead a dynamic team to manage home claims and ensure exceptional customer service.
- Company: Join Hastings Group, a forward-thinking company focused on community and colleague wellbeing.
- Benefits: Enjoy flexible working, competitive bonuses, private medical insurance, and mental health support.
- Why this job: Be part of a culture that prioritises empathy, communication, and continuous improvement for customers.
- Qualifications: Must have extensive experience in home claims and strong leadership skills.
- Other info: Hybrid work model with one day in the office; inclusive recruitment process.
The predicted salary is between 42000 - 60000 £ per year.
Overview
Job Title: Claims Operations Manager – Home Claims
Location: Leicester (Hybrid – one day a week in the office)
Welcome to Hastings Direct – Pam Angel – HR Director. We\’re a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We have invested in data and tech capabilities and nurture our 4Cs culture. We provide insurance for over three million customers and invite you to learn more about #lifeatHD and join us for the exciting chapter ahead.
If you’re excited about joining us and think you have some of what we’re looking for, even if you’re not 100% sure, we’d love to hear from you.
Role overview
Reporting into our Head of Home Claims Operations, you’ll lead a high-performing team of Leaders and Handlers across the UK that deliver outstanding customer service, quality claims handling and excellent financial outcomes. You’ll have the overall responsibility for managing property claims, driving operational excellence across internal teams and outsourced partners, and shaping a department that consistently delivers fair, fast and accurate customer and financial outcomes. With deep technical knowledge and a passion for customer outcomes, you’ll inspire your teams to go beyond expectations and help us build a best-in-market Home Claims function.
Responsibilities
- Lead and motivate Home Claims Team Leaders and their Claims Handlers across multiple sites to deliver fair and transparent outcomes for customers, championing a first-contact resolution mindset and embedding a culture of empathy, clear communication and doing the right thing by the customer every time
- Deliver high standards of technical accuracy, reserving and indemnity control across all claims
- Own the execution and embedment of new processes and improvements, ensuring regulatory compliance and quality assurance standards are met and exceeded
- Utilise data insights to identify trends and opportunities, turning insight into action to support broader business change, including systems improvements and digital journey enhancements
- Lead development of operations, ensuring supplier partners are aligned and delivering against expectations, achieving operational KPIs while reducing leakage and improving settlement efficiency
- Inspire, coach and develop teams to deliver strong performance focused on the customer and quality, building an engaging culture with open communication
Essential skills/experience
- Extensive technical expertise in Home Claims (personal lines) with a strong commercial understanding and experience controlling indemnity spend
- Proven operational leadership of high-performing, customer-focused teams, with involvement in process change and performance improvement
- Strong ability to interpret data and MI to drive decision-making
- Experience managing outsourced relationships and aligning them to business objectives
- Ability to handle surge or unusual events and motivate others to return to normal operations
The interview process
Our interview process involves the following steps:
- Recruiter screening call
- First stage interview with the hiring leader
- Second interview with hiring leaders and another member of the wider team
As a Disability Confident employer, we are committed to inclusive recruitment with fair access to support and adjustments. Applications through the Disability Confident Scheme (DCS) are welcome. For more information, visit our inclusive business page on the careers site.
Regrettably we are unable to offer sponsorship for this role.
Benefits
- Flexible working – hybrid approach; discuss details with your recruiter
- Competitive bonus scheme – 4Cs annual performance bonus
- Private medical insurance (PMI) for Band 4 colleagues
- Financial wellbeing: life assurance (4x salary), income protection, matched pension contributions up to 10%, plus discounts and financial wellbeing support
- Mental wellbeing programme including Thrive app, 24/7 support, and mental health first aiders
- 27 days annual leave + bank holidays, with option to buy or sell a week, health/cycle schemes, and other benefits
Join us and you’ll be helping to drive our growth with support, training and development. Our 4Cs focus on getting it right for colleagues, customers, the company and the community.
Hastings Group is an equal opportunities employer. We welcome applications from all suitably skilled persons regardless of gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Our recruitment includes credit and criminal record checks.
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Claims Operations Manager - Home employer: Hastings Direct
Contact Detail:
Hastings Direct Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Claims Operations Manager - Home
✨Tip Number 1
Familiarise yourself with the latest trends and regulations in home claims. This will not only help you understand the industry better but also demonstrate your commitment to staying updated during interviews.
✨Tip Number 2
Prepare specific examples of how you've led teams to achieve operational excellence in previous roles. Highlight instances where you improved customer satisfaction or streamlined processes, as these are key aspects of the role.
✨Tip Number 3
Showcase your data interpretation skills by discussing how you've used insights to drive decision-making in past positions. Be ready to explain how you turned data into actionable improvements for your team.
✨Tip Number 4
Research the company culture at Hastings Group and align your values with theirs. Be prepared to discuss how you can contribute to their 4Cs principles and foster an engaged team environment.
We think you need these skills to ace Claims Operations Manager - Home
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your extensive technical expertise in Home Claims and your experience in leading high-performing teams. Use specific examples that demonstrate your ability to deliver fair and transparent outcomes for customers.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer outcomes and operational excellence. Mention how your leadership style aligns with the company's values and how you can inspire teams to achieve outstanding results.
Highlight Relevant Experience: When detailing your work history, focus on your proven experience in managing outsourced relationships and implementing process changes. Use metrics to showcase your success in driving performance improvements and achieving operational KPIs.
Prepare for Interviews: Research common interview questions related to claims operations management. Be ready to discuss how you've handled surge events and motivated teams during challenging times. Prepare examples that illustrate your decision-making skills using data insights.
How to prepare for a job interview at Hastings Direct
✨Showcase Your Leadership Skills
As a Claims Operations Manager, you'll need to demonstrate your ability to lead and motivate teams. Prepare examples of how you've successfully managed high-performing teams in the past, focusing on your approach to fostering a customer-centric culture.
✨Highlight Your Technical Expertise
Make sure to discuss your extensive knowledge in Home Claims. Be ready to explain how your technical skills have contributed to operational excellence and improved customer outcomes in previous roles.
✨Prepare for Data-Driven Discussions
Since the role involves utilising data insights, be prepared to discuss how you've used data to identify trends and drive decision-making. Bring specific examples of how your analytical skills have led to performance improvements.
✨Demonstrate Adaptability
The ability to handle surge events is crucial. Share experiences where you've successfully navigated unusual situations while keeping your team motivated and focused on delivering results.
