Desk Adjuster - Home Claims in Paddock Wood

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.

We provide insurance for over four million customers, but we know there’s even bigger opportunity out there. The fact you’re now reading this job advert means we’ve tempted you to find out more about #lifeatHD – we really hope you like what you see, and you’ll join us to share in the success of the exciting chapter that lies ahead.

We understand some people may not apply for jobs unless they feel they tick every box. If you’re excited about joining us and think you have some of what we’re looking for, even if you’re not 100% sure we would love to hear from you.

Role overview: We’re expanding our Home Claims team due to our exponential growth and we’re introducing our first team of Desk Adjusters – exciting times ahead! 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.

Job details – you’ll need to have demonstrable experience in:

• Handling a portfolio of home claims from initial notification through to conclusion and 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 our field surveyor team to achieve quality, service and indemnity outcomes and share insights, supporting claim progression and helping us to deliver fair claim settlements and positive customer outcomes.

Essential skills/experience:

• Strong home claims handling experience (including experience handling 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 with sensitivity with customers in challenging circumstances.
• Outstanding organisational skills – managing diaries, prioritising workloads, progressing multiple claims proactively combined with a high level of attention to detail and accuracy.
• Confidence in making decisions independently whilst also recognising when referral or escalation is required.
• Exposure to supplier instruction and management within a home claims environment is beneficial.

The interview process: Our interview process involves the below:

• Recruiter intro/screening call.
• 1st stage interview with hiring leader (via Teams).

As a Disability Confident employer, we’re committed to ensuring our recruitment processes are fully inclusive – what this means to you is if you’re applying for a job with us, you’ll have fair access to support and adjustments throughout your recruitment journey. We also welcome applications through the Disability Confident Scheme (DCS). For more information on the DCS, please visit our inclusive business page on our careers website.

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 – please speak to your recruiter to discuss in more detail.
• Competitive bonus scheme - all colleagues are eligible for our annual 4Cs performance bonus.
• Financial wellbeing – as well as providing you with 4x your salary with our life assurance cover, income protection at no extra cost, and matched pension contributions up to 10%, we are proud to provide you with an award winning package which includes – discounts, cashback, free independent mortgage advice and free access to financial wellbeing support.
• Mental wellbeing programme – we have the thrive mental health app, our colleague assistance programme available 24/7, our own in-house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs.
• There's more! – 25 days annual leave + bank holidays, with the option to buy or sell one of your weeks, access to our health care cash back plans, dental plans, discounted health assessments, Cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more...

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. 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, helping us to grow the company profitably and sustainably and allowing us to invest in the communities we serve.

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. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.

At Hastings Direct, we’re committed to creating an inclusive environment where everyone has the opportunity to succeed. If you require any reasonable adjustments during the recruitment process, we encourage you to be open with us. Our recruitment team is here to provide the support you need to ensure a fair and accessible experience for all.