Customer Advisor - First Notification of Loss

Location: Leicester - Hybrid

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 are a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We have made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture.

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 will 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' incidents.
• 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:

• Flexible Working - We champion a flexible and hybrid working approach.
• Competitive Bonus Scheme - All colleagues are eligible for our annual 4Cs performance bonus.
• Physical Wellbeing - We fund our colleagues to be able to claim against everyday health care through our healthcare cash plan.
• Financial Wellbeing - We provide you with 4x your salary with our life assurance cover and income protection at no extra cost, pension contribution match up to 10%.
• Mental Wellbeing Programme - We have a range of support to help you keep yourself well.
• 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.

At Hastings Direct, we are 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.

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.