Customer Advisor Motor Claims

Join our dynamic Claims Team and help customers navigate total loss claims with empathy, expertise, and efficiency.

Working Hours / Shift Patterns: You will work 37.5 hours per week on a Monday to Friday rotational shift pattern between the hours of 09:00 – 17:30.

Training: The core training lasts for the first 4 weeks in your role, this is delivered in person in our office.

Hybrid Working: With hybrid working, you have more flexibility; you usually visit our office once a week and work remotely otherwise. You may opt to work from the office more frequently if that suits you better. Training and events may require in‑person attendance.

Salary: The starting salary is £26,230, plus a comprehensive benefits package.

Location: Our vibrant Leicester office is conveniently located in the city centre, just a short walk from the train station and easily accessible via major road routes.

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, fast‑paced Claims department responsible for supporting customers who have been involved in a road traffic accident, regardless of fault. You will communicate with customers via both verbal and written means, discuss their options if their vehicle has been written off, and aim to get customers back on the road as quickly as possible. As a motor claims handler, you will prioritise giving customers a simple, straightforward journey: keeping them updated throughout the lifecycle of their claim, confirming total loss, arranging settlement with the policy holder, and organising disposal of the vehicle. Clear, confident communication from the outset is essential to prevent confusion and provide a seamless customer journey.

What you will do:

• Manage a portfolio of policyholder’s write‑off claims.
• 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, ensuring clear expectations.
• Maintain accurate record‑keeping, reserves and a proactive diary system to ensure timely case reviews.

What we're looking for in a Claims Customer Advisor:

• Outstanding customer service, with excellent verbal and written communicational skills.
• Strong active listening skills.
• Strong negotiation skills.
• Proactive approach to work.
• Organisational skills with the ability to prioritise workload.
• Natural ability to lead conversations and handle objections.
• 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, and in return, we’ll provide you with all the support, training and development you need, along with recognition, rewards, and the scope to voice your ideas.

Why become a part of the Hastings Direct family:

• Full training with industry experts and friendly coaches guiding you throughout your career, plus a buddying system after training.
• Up to 5% annual discretionary bonus.
• We promote a relaxed, friendly & diverse working environment.
• Career stepping stones – we invest in your growth, helping you hit career goals and gain professional qualifications.
• 'Harrys’ – a great onsite restaurant with a wide range of choices from breakfast to dinner, and an onsite Costa coffee.
• Refer a friend scheme – earn £500 for every friend you refer.
• We provide all the tech you need, including a brand‑new Microsoft Surface laptop.
• 25 days holiday and bank holidays equivalent (plus the option to buy and sell up to 5 days).

Disability Confident: As a Disability Confident employer, we’re committed to inclusive recruitment processes. For this position, we’re regrettably unable to accept applications through the Disability Confident Scheme (DCS) due to volume, but we provide first‑stage assessments with possible accommodations.

EEO Statement: Hastings Group is an equal‑opportunity employer; we treat people fairly and welcome applications from all suitably skilled persons regardless of gender, age, race, disability, ethnicity, religion/belief, sexual orientation, gender reassignment or marital/family status. A thorough referencing process includes credit and criminal record checks. 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, please let us know to ensure a fair and accessible experience for all.