Desk Adjuster - Home Claims in Leicester

As one of our Desk Adjusters, you'll be responsible for investigating, managing and progressing home property damage claims across a range of values and complexities. You'll assess policy coverage, evaluate evidence, instruct suppliers and ensure claims are handled fairly, accurately and efficiently from first notification through to settlement. We're looking for new colleagues who have sound home claims knowledge, strong decision‑making skills and can demonstrate outstanding customer service.

Responsibilities

• Handling a portfolio of home claims from initial notification through to conclusion, investigating claims thoroughly by reviewing policy cover, gathering evidence, assessing liability and validating the cause and extent of the damage.
• Assessing and evaluating repair scopes, settlement values and supporting documentation to ensure claims are technically sound and commercially appropriate.
• Instructing and liaising with approved suppliers, contractors, surveyors and other specialists where required to support claim progression and customer needs.
• Providing a high standard of customer service through clear, empathetic and professional communication across calls, emails and written correspondence.
• Maintaining accurate claim records, claim reserves, diary management and follow‑up actions to ensure proactive progression and strong customer outcomes.
• Working collaboratively with colleagues, referral teams, suppliers and field surveyors to achieve quality, service and indemnity outcomes and share insights, supporting claim progression and helping to deliver fair claim settlements and positive customer outcomes.
• Strong home claims handling experience, including large loss/complex claims, with an understanding of claim investigation, evidence evaluation and policy application, and able to identify potential fraud indicators.
• Excellent customer focus, able to communicate clearly, confidently and sensitively with customers in challenging circumstances.
• Outstanding organisational skills – managing diaries, prioritising workloads, progressing multiple claims proactively, with a high level of attention to detail and accuracy.
• Confidence in making decisions independently while recognising when referral or escalation is required.
• Exposure to supplier instruction and management within a home claims environment is beneficial.

Qualifications and Skills

• Demonstrable experience in handling home claims and claim investigation.
• Strong decision‑making and problem‑solving skills.
• Excellent customer service and communication skills.
• Organisational and time‑management abilities.
• Experience with supplier instruction in a home claims environment.

Benefits

• Competitive salary, flexible hybrid working, annual bonus scheme, financial wellbeing support, health and dental benefits, 25 days annual leave plus bank holidays with underwriting of additional weeks, and a supportive 4Cs culture.

Regrettably, sponsorship for this role is not available. Hastings Group is an equal opportunities employer. We welcome applications from all suitably skilled persons regardless of gender, age, race, disability, ethnic background, religion, sexual orientation, gender reassignment, marital and family status. We conduct thorough referencing, including credit and criminal record checks. Reasonable adjustments during the recruitment process are encouraged.