At a Glance
- Tasks: Investigate and resolve customer complaints while delivering excellent service.
- Company: Join Hastings Group, a supportive and inclusive employer.
- Benefits: Starting salary of £30,700, 25 days holiday, and a discretionary bonus.
- Other info: Receive comprehensive training and enjoy career progression opportunities.
- Why this job: Make a real difference by helping customers and solving their problems.
- Qualifications: Experience in FCA-regulated environments and strong communication skills.
The predicted salary is between 30700 - 35700 £ per year.
Job Overview
You will be responsible for investigating and resolving complaints to a high standard, ensuring that policies, practices, and regulatory procedures are adhered to.
You will consistently achieve all targets in line with the Key Performance Indicators for the department and always deliver excellent customer service across all contact types.
Key Responsibilities
- Consistently achieve all targets in line with the Key Performance Indicators for the department.
- Work as part of a dedicated complaint handling team, building and maintaining effective working relationships.
- Always deliver excellent customer service and provide a positive first response when responding to customers across all contact types.
- Take full ownership and responsibility for complaints and maintain contact with the customer.
- Conduct a sufficiently detailed and documented investigation for each complaint, ensuring that each point raised by the customer has been answered and fully resolved.
- Make decisions appropriate for the resolution of complaints while ensuring that company policies and procedures are strictly adhered to.
- Comply fully with the complaints system (Respond) procedures and ensure that each customer complaint is managed in accordance with the complaints handling procedure.
- Effectively contribute to the identification and analysis of root causes of complaints and, where required, improvement actions.
- Receive full training with industry experts and friendly peers; a buddying system supports you throughout your career with Hastings.
Qualifications & Experience
- Experience working in an FCA‑regulated environment dealing with motor claims or complaint customer interactions.
- Experience supporting vulnerable customers, demonstrating empathy, sensitivity and sound judgement to ensure fair and appropriate customer outcomes.
- Excellent written and verbal communication skills, with the ability to deliver difficult messages.
- Strong time‑management skills and a passion for problem solving.
- Resilience, persuasiveness and a customer‑centric approach.
- Ability to adapt quickly to changing priorities, customer needs and business requirements.
Skills & Competencies
- Empathy, sensitivity and sound judgement for fair customer outcomes.
- Excellent communication—written and verbal.
- Ability to deliver difficult messages with professionalism.
- Time‑management and problem‑solving skills.
- Resilience, persuasiveness and customer‑centricity.
- Flexibility to adapt quickly to changing priorities and business requirements.
- Working Hours / Shift Patterns
Monday to Friday, 9:00 – 17:30.
Salary
Starting salary: £30,700 plus benefits (potential increase depending on experience).
Opportunities for salary enhancement are available through personal development and learning new areas of the business.
Benefits
- Up to 5% discretionary bonus.
- 25 days holiday and bank holidays equivalent (with the option to buy and sell up to 5 days).
- Modern office with on‑site restaurant and Costa coffee.
- All required technology, including a brand‑new Microsoft Surface laptop.
- Career stepping stones, professional qualification support and internal progression opportunities.
- Training & Development
Core in‑office training will run for the first four weeks, followed by three weeks of Complaints training.
Ongoing support from industry experts and a buddy system will guide you throughout your career with Hastings.
Equal Opportunity & Inclusive Hiring
Hastings Group is an equal opportunities employer which means we treat people fairly.
We welcome applications from all suitably skilled persons regardless of gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.
As a Disability Confident employer, we are committed to ensuring our recruitment processes are fully inclusive.
We do not accept applications through the Disability Confident Scheme for this position due to high volume, but we provide adjustments for first‑stage assessments on a case‑by‑case basis.
If you require reasonable adjustments, please contact recruitmentteam@hastingsdirect. com prior to starting any assessments.
We undertake a thorough referencing process, including credit and criminal record checks.
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Customer Resolutions Specialist Claims in Bexhill-on-Sea employer: Hastings Insurance Services Limited
Hastings Insurance Services Limited is an exceptional employer, offering a dynamic work environment in Greater London where innovation meets collaboration. With a strong focus on employee growth, the company provides comprehensive training opportunities and a hybrid working model that promotes work-life balance, alongside competitive salaries and attractive benefits such as healthcare and a bonus scheme. Join us to be part of a forward-thinking team that values your contributions and supports your professional development in the exciting field of data-driven reserving.
Contact Details:
Hastings Insurance Services Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Resolutions Specialist Claims in Bexhill-on-Sea
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hastings Insurance Services Limited. 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 Insurance Services Limited 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 Customer Resolutions Specialist Claims in Bexhill-on-Sea
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 Insurance Services Limited:Your cover letter is your chance to shine! Tell us why you want to work at Hastings Insurance Services Limited 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 Insurance Services Limited!
How to prepare for a job interview at Hastings Insurance Services Limited
✨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.
