Home Claims Handler - Scoping Specialist in Leicester

Are you confident in your communication skills, with strong active listening and the ability to engage a diverse range of customers both verbally and in writing? Can you bring your Home Claims experience to life by delivering fair, confident, and transparent support to every customer you speak with? If so, we’d love to hear from you!

Work Details

• Hours: 37.5 hours per week on a rotational shift pattern, including 2 weekends in every 4.
• Shift: Monday to Friday 08:00‑19:00 and Saturday 09:00‑17:30.
• Training: 3‑week main training period.
• Location: Leicester office, city centre, short walk from the train station.

Responsibilities

• Manage a portfolio of claims with varying complexity to achieve optimal outcomes within your authority limits.
• Act as a reliable point of contact, ensuring expectations are met and outcomes are fair throughout the claim journey.
• Resolve claims through desktop settlements or by liaising with suppliers; support leadership by meeting SLAs and managing caseload distribution.
• Act as a technical referral point for colleagues, suppliers, and internal stakeholders.
• Ensure claims are appropriately reserved, loss‑coded, and managed for accurate pricing and reserving.
• Maintain and navigate various system platforms (Fintech, GW, Respond).
• Collaborate with the Claims Team Leader to maintain best practice documents on technical applications for buildings, contents, recoveries, and subsidence.
• Handle and resolve complaints, including FOS referrals, and provide feedback as best practice.
• Challenge processes and procedures that do not meet customer expectations.
• Complete company‑mandated training and comply with FCA regulations.

Qualifications

• Experience in Home Claims notification and end‑to‑end case handling.
• Strong communication and collaboration skills, using MS Teams and in‑house systems.
• Ability to develop, review, and approve scopes of work with clear deliverables and timelines.
• Compliance with consumer duty when advising customers, providing fair and transparent technical context.
• Accurate and efficient claim processing, interpreting, tracking, and allocating incoming claims.
• Strong system skills with simultaneous navigation and updates across multiple platforms.
• Excellent written and verbal communication, building strong relationships with colleagues, suppliers, and customers.
• Solid understanding of general insurance principles and claims processes.

Benefits

• Up to 5% annual discretionary bonus.
• Hybrid working: 1 day per week in office (optionally more).
• Open‑plan modern office with onsite restaurant, breakfast and lunch options, and on‑site Costa coffee.
• 25 days holiday plus bank holidays, with the option to buy and sell up to 5 days.
• Pension match up to 10% of salary.
• Life insurance (4 × base salary).
• Discounted Hastings Direct products and cashback with well‑known retailers.
• Tech scheme, cycle‑to‑work, health assessments, and skin check upon completion of probation.
• Refer‑a‑friend scheme – earn £500 for each successful referral.
• Brand‑new Microsoft Surface laptop provided.

Equal Opportunity

Hastings Group is an equal opportunities employer, giving fair access to all candidates regardless of gender, age, race, disability, ethnicity, religion, sexual orientation, or marital status. We welcome applications from all suitably skilled persons.