Policy Review Advisor

Salary: £25,150 with excellent long term progression opportunities to increase your base salary

Location: Leicester (hybrid 1 day in our office)

Working Hours: Monday - Friday 09:00 - 17:30 NO WEEKENDS!

Start date: 1st of September

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.

Role purpose:

You'll be one of our first lines of defence at Hastings for protecting the business against potential policy fraud by validating our customer policies and ensuring these hold the correct information that best suits their needs. You'll be responsible for balancing a varied portfolio of customer policies and will validate these through a variety of different checks (directly with customers or by authenticating documents) and ensuring that any risk information is reviewed and if relevant, completed in a timely manner.

You'll use a data driven approach, effective conversation management plus cutting edge application fraud tools to identify and treat deliberate and unintentional policy misrepresentation, ensuring customers are retained at the right price and that high-risk policies are removed from cover.

Job details - you'll need to have demonstrable experience in:

• Investigate and validate insurance policies flagged for potential fraud, ensuring accurate risk assessment and compliance with FCA regulations.
• Review and verify customer documents across various channels, identifying misrepresentation and ensuring policies meet customer needs.
• Handle inbound and outbound communications with customers, colleagues, and third parties, delivering excellent service and complaint resolution.
• Meet service level agreements and personal KPIs, taking ownership of your portfolio and contributing to team goals.
• Collaborate across departments, demonstrating professionalism, attention to detail, and a commitment to continuous personal development.
• Champion fair customer outcomes, challenging processes that fall short and ensuring all actions align with company values and regulatory standards.

Transferable essential skills we would love you to have:

• Analytical and data-driven mindset, with the ability to assess documents and identify risks using a methodical approach.
• Strong communication skills, including active listening, confident conversation management, and clear written correspondence.
• Customer-focused experience, ideally in target-driven or contact centre environments, with an understanding of vulnerable customer needs.
• Organisational and time management skills, with the ability to prioritise tasks and meet deadlines in a dynamic setting.
• Confident using Microsoft Office and quick to learn new systems, with a flexible approach to evolving processes and tools.
• Awareness of industry standards, including basic motor insurance knowledge, GDPR compliance, and risk profiling.

The interview process involves the below:

• Recruiter Screening
• Virtual Interview with Hiring Leader

As a Disability Confident employer, we're committed to ensuring our recruitment processes are fully inclusive. For this position, we're regrettably unable to accept applications through the DCS due to the extremely high volumes of applications we receive. However, you'll of course have fair access to support and adjustments throughout your recruitment journey.

Regrettably we are unable to offer sponsorship for this role.

Benefits: In addition to a competitive salary you will also receive:

• Flexible working - we champion a flexible hybrid working approach.
• Competitive bonus scheme - all colleagues are eligible for our annual 4Cs performance bonus.
• Financial wellbeing - life assurance cover, income protection at no extra cost, and matched pension contributions up to 10%.
• Mental wellbeing programme - thrive mental health app, colleague assistance programme available 24/7, and support groups.
• 25 days annual leave + bank holidays, with the option to buy or sell one of your weeks.
• Access to health care cash back plans, dental plans, discounted health assessments, Cycle to work and tech schemes, and social events throughout the year.

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, so in return, we'll give you all the support, training and development you need.

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.