Policy Review Advisor - Multichannel

What is Multichannel? Our customers contact us in different ways, by phone and through digital chat, our WhatsApp-style messaging system. Whether you’re speaking to a customer or helping them through chat, you’ll focus on providing a market-leading customer experience.

While each day varies, we expect around 50% of your customer interactions to be through digital chat and the rest by phone, with chat usage increasing over time.

Start Date - This role has an anticipated start date in 2027. As we are recruiting ahead for future opportunities, there may be a slightly longer period between submitting your application and receiving an update from our Recruitment Team. Thank you for your patience, and we look forward to reviewing your application.

Salary - The starting salary is £26,230, plus a comprehensive benefits package. From there, we're committed to supporting your growth - with tailored coaching and development tools to help you reach the level.

Working Hours / Shift Pattern - You will work 37.5 hours per week on a Monday to Friday 09:00 – 17:30. No Weekends.

Training - The main training period runs for the first 8 weeks and takes place face to face in the office.

Our approach to Hybrid Working - With hybrid working, you have more flexibility, as you usually only have to visit our office once a week and work remotely for the rest of the time. You can always opt to work from the office more frequently if that suits you better. When we organise training and events you may be required to attend in person for the duration.

Location - Our fantastic Bexhill office, which is next to the seafront, and only a short walk from Collington station.

What we're looking for in a Policy Review Advisor - Multichannel candidate:

• You’ll be one of our first lines of defence at Hastings and help protect our customers and our business by reviewing insurance policies where information needs to be checked or validated.
• Working across telephony and digital chat, you’ll be dealing with customers, reviewing their information and documents, using a range of tools to make fair and accurate decisions.
• You’ll balance delivering a great customer experience with identifying potential risk, making sure customers have the right cover at the right price.
• Review policies where information needs further validation.
• Check customer details and documents carefully and accurately.
• Identify potential misrepresentation and take the right action.
• Make sure customers have appropriate cover based on accurate information.
• Manage your own workload and deliver against agreed targets.
• Provide a fair, clear customer experience while working within our policies and regulatory requirements.

Essential skills, we would like you to have:

• Strong written communication skills, with the ability to communicate clearly, accurately and professionally.
• Strong verbal communication and active listening skills, with the confidence to ask the right questions.
• A good eye for detail, with the ability to review information carefully and spot where something may need further clarification.
• Comfortable using information to make considered decisions and solve problems.
• Confident leading customer conversations, including when they may be challenging.
• Well organised, with the ability to prioritise your workload and meet deadlines.
• Comfortable using different IT systems and learning new technology.
• Able to adapt to change and new ways of working.
• A strong customer focus, recognising that different customers may need different levels of support.

What happens after you apply?

After you apply, we’ll invite you to complete three assessments: a psychometric assessment to understand your preferences and working style; a chat simulation to explore your decision-making and understanding of customer needs; and a written assessment to review your communication style and writing quality. The process usually takes around 40 minutes, though you may need longer. You can complete them in stages, but once you start an individual assessment, you must finish it.

If you successfully complete the assessment and your experience and transferable skills align with what we’re looking for, one of our Recruiters will get in touch for an initial screening call. This is a chance for us to get to know you better and for you to hear more about the opportunity.

From there, you may be invited to meet with one of our Team Leaders for an interview, where you’ll have the chance to showcase your skills and explore whether the role is right for you.

Benefits you’ll receive:

• Full training with industry experts and friendly coaches guiding you throughout your career with Hastings.
• Up to 5% annual discretionary Bonus.
• Hybrid working (1 day per week in the office with the option to do more depending on your preference).
• A fantastic open plan modern office.
• We promote a relaxed, friendly & diverse working environment.
• 'Harrys’ - a great onsite restaurant, with a wide range of choice at breakfast and lunchtime & an on-site Costa coffee.
• 25 days holiday and bank holidays equivalent (plus buy and sell up to 5 days).
• Pension match up to 10% of your salary.
• Life insurance (4 x base salary).
• Discounted Hasting Direct products.
• Discounts & cashback with well-known retailers.
• Tech scheme, cycle to work, health assessments, and skin check.
• Refer a friend scheme - earn £500 for every friend you refer.
• We will provide you will all the tech that you need! Including a brand-new Microsoft Surface laptop.

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. For this position, we’re regrettably unable to accept applications through the Disability Confident Scheme (DCS) due to the extremely high volumes of applications we receive. However, what we put in place for these positions instead in order to remove barriers is an opportunity for all candidates to complete first stage assessments, in the form of some online exercises, which we can also provide adjustments for on a case-by-case basis.

If you require any reasonable adjustments to be made throughout the assessment process you should contact the recruitment team at recruitmentteam@hastingsdirect.com prior to starting any assessments, in order that adjustments can be considered.

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.