Recovery Negotiator

Recovery Negotiator – Hastings Direct

Join our vibrant Claims Recoveries team and play a key role in supporting the Recovery department. Full training is provided.

Base pay range

Salary: Starting at £27,750 with progression opportunities. Working hours 37.5 hours per week, Monday to Friday 09:00‑17:30.

Location

Bexhill office, next to the seafront, short walk from Collington station.

Role Purpose

Your main responsibility is to manage a portfolio of non‑fault claims after a road traffic accident, recovering costs from the responsible party, including third‑party insurers, policyholders, and suppliers. You will set clear expectations, provide regular updates, collect evidence, and actively advance claims to ensure they are closed as non‑fault.

Responsibilities

• Communicate effectively with policyholders and stakeholders via phone, written correspondence, and webchat to provide updates and resolve claims.
• Assess and validate claims, ensuring policy coverage, setting accurate reserves, and processing payments in line with procedures.
• Manage claims proactively using diary systems, handling scheme claims within agreed terms, and escalating suspected fraud appropriately.
• Investigate liability and make informed decisions on claim outcomes, including admissions or disputes.
• Handle challenging conversations and complaints with professionalism and empathy, maintaining high service standards.
• Work toward individual and team KPIs, contributing to overall business performance and continuous improvement.

Qualifications

• Previous claims or recovery experience is advantageous – full training will be provided.
• Strong customer service skills with a background in telephony‑based roles.
• Excellent attention to detail and accurate data entry capabilities.
• Solid administrative skills with a proactive and organized approach to work.
• Good IT proficiency, particularly in Microsoft Excel, Word, and Access.
• Proven problem‑solving ability and a track record of delivering results.

Benefits

• Up to 5% annual discretionary bonus.
• Hybrid working (1 day per week in the office, optional additional days).
• Modern open‑plan office.
• On‑site restaurant, Costa coffee, and various events.
• 25 days holiday plus bank holidays (plus buy and sell up to 5 days).
• Pension match up to 10% of salary.
• Life insurance (4× base salary).
• Discounts on Hastings Direct products and other retailers.
• Tech scheme, cycle‑to‑work, health assessments, and skin check – on completion of probation.
• Refer‑a‑friend scheme – earn £500 per referral.
• Brand‑new Microsoft Surface laptop provided.

Equal Opportunity

Hastings Group is an equal opportunities employer. We welcome applications from all suitably skilled persons regardless of gender, age, race, disability, ethnicity, religion, sexual orientation, gender reassignment, or marital status. Please note we conduct a thorough referencing process, including credit and criminal record checks.

Disability Confident

We are a Disability Confident employer and provide adjustments throughout the recruitment journey. Unfortunately, we cannot accept applications through the Disability Confident Scheme for this role, but we offer first‑stage assessments with adjustments on a case‑by‑case basis.

Other Details

• Seniority level: Mid‑Senior
• Employment type: Part‑time
• Job function: Customer Service
• Industry: Financial Services and Insurance