At a Glance
- Tasks: Lead a dynamic complaints operation and drive customer satisfaction.
- Company: Join Hastings Direct, a digital insurance provider with big ambitions.
- Benefits: Enjoy flexible working, competitive salary, and comprehensive wellbeing support.
- Other info: Be part of a culture that values growth, inclusivity, and community.
- Why this job: Make a real impact in a fast-paced environment focused on continuous improvement.
- Qualifications: Proven leadership experience in complaints or customer operations is essential.
The predicted salary is between 26159 - 31972 £ per year.
Welcome to Hastings Direct. We’re a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We’ve made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We’re proud of the journey we’re on as a company and know that our continued success will rely on the contribution of our talented colleagues.
As Senior Complaints Operations Leader, you’ll be responsible for leading a large-scale complaints operation across Retail Insurance and Claims, with accountability for delivering fair customer outcomes, meeting regulatory requirements, driving operational performance and creating a culture of continuous improvement. As a key member within our Complaints Leadership Team, you’ll shape complaint strategies, influence broader business improvements and work closely with Claims, Customer Operations, Risk, Compliance and Learning & Development to reduce complaint demand and improve customer experience.
Job Details – Demonstrable Experience
- Operational Leadership – leading and developing a team of Operational Leaders responsible for complaint handling operations, creating a high-performing culture focused on accountability, customer outcomes and employee engagement.
- Customer and Regulatory Outcomes – ensuring complaints are handled fairly, consistently and in line with FCA DISP requirements and Consumer Duty expectations.
- Insurance and Claims Expertise – providing senior operational leadership across both Retail Insurance and Claims complaints.
- Performance Management – owning the delivery of operational KPI’s including complaint volumes, resolution times, ombudsman overturn rates, customer outcomes, quality measures, employee engagement, cost efficiency.
- Continuous Improvement – challenging existing processes and identifying opportunities for automation, digitisation and simplification.
- Stakeholder Management – building strong partnerships, representing complaints within governance forums and strategic business initiatives.
Essential Skills & Experience
- Significant operational leadership experience within complaints, customer operations, claims operations or conduct-focused environments.
- Proven experience of managing senior operational leaders, with large spans of control.
- Strong understanding of FCA complaint handling requirements and Consumer duty.
- Track record of leading change, transformation and continuous improvement programmes.
- Strong understanding of Retail Insurance products and Claims knowledge across one or more insurance lines.
Interview Process
- Recruiter intro/screening call
- 1st stage interview with hiring leader
- 2nd interview with hiring leaders leader
Inclusion
As a Disability Confident employer, we’re committed to ensuring our recruitment processes are fully inclusive. We also welcome applications through the Disability Confident Scheme (DCS).
Benefits
- Flexible working – we champion a flexible hybrid working approach.
- Competitive bonus scheme - all colleagues are eligible for our annual 4Cs performance bonus.
- Physical wellbeing – Hastings pay for you to receive private medical Insurance (PMI).
- Financial wellbeing – providing you with 4x your salary with our life assurance cover, income protection at no extra cost, and matched pension contributions up to 10%.
- Mental wellbeing programme – we have the thrive mental health app, our colleague assistance programme available 24/7.
- There's more! – 27 days annual leave + bank holidays, with the option to buy or sell one of your weeks.
Culture
Join us and you’ll find a different way of doing things. We call it the 4Cs. Our 4Cs principles are simple: we believe by creating the right culture for our colleagues and giving them the right tools to do their job, we’ll deliver good outcomes for every customer.
Equal Opportunity Employer
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.
Senior Complaints Operations Leader in Leicester employer: Hastings Direct
Hastings Direct is an exceptional employer for Actuarial Graduates, offering a dynamic work environment in London that fosters professional growth and innovation. With a strong focus on employee well-being, the company provides competitive benefits including flexible working arrangements, a robust bonus scheme, and access to mental health resources. The collaborative culture encourages the development of cutting-edge actuarial skills through hands-on experience with modern tools like Python and AI, making it an ideal place for motivated individuals to launch their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Complaints Operations Leader in Leicester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hastings Direct. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Hastings Direct before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Complaints Operations Leader in Leicester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Hastings Direct:Your cover letter is your chance to shine! Tell us why you want to work at Hastings Direct specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Hastings Direct!
How to prepare for a job interview at Hastings Direct
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
