Customer Advisor Motor Claims - Write-Off
Join our dynamic Claims Team and help customers navigate total loss claims with empathy, expertise, and efficiency.
Working Hours/ Shift Patterns: You will work 37.5 hours per week on a Monday to Friday rotational shift pattern between the hours of 09:00 – 17:30.
Training: The core training lasts for the first 4 weeks in your role, this is delivered in person in our 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.
Salary: The starting salary is £26,230, plus a comprehensive benefits package.
Location: Our vibrant Leicester office is conveniently located in the city centre, just a short walk from the train station and easily accessible via major road routes.
At Hastings Direct, we have a simple ambition – to be the best and
biggest digital insurance provider in the UK. Our Customer teams play a huge role in that, speaking to thousands of customers every day, and
delivering the high quality insurance service they deserve.
Your role: You will be part of a busy and fast-paced Claims department that is responsible for providing support to our customers who have been involved in a road traffic accident, regardless of fault. Your role will
involve communicating with our customers through both verbal and
written means, and discussing their options if their vehicle has been
written off.
Our main objective is to get our customers back on the road as quickly as possible.
As a motor claims handler, you will prioritise giving our customer a
simple and straightforward journey by keeping customers updated throughout the lifecycle of their claim, confirming the total loss, arrange settlement with the policy holder and organise the disposal of the
vehicle.
It's vital to communicate with confidence and precision from the outset to prevent any confusion and provide our customers with a seamless customer journey.
What you will do
• Manage a portfolio of policyholder’s write-off claims.
• Handle incoming calls from customers and external partners while also making outbound calls.
• Provide excellent customer service, empathy and understanding when our customers need us most, whilst ensuring clear expectations
• Maintaining accurate record keeping, reserves and a proactive diary system to ensure timely case reviews.
What we're looking for in a Claims Customer Advisor
• Outstanding customer service, with excellent verbal and written
communicational skills
• Strong active listening skills
• Strong negotiation skills
• Proactive in your approach to work
• Organisational skills with the ability to prioritise workload
• Natural ability to lead conversations and objection handle
• High attention to detail
What we offer
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. Not to mention plenty of recognition and rewards, and the scope to voice your ideas and put them into practice.
Why become a part of the Hastings Direct family:
• Full training with industry experts and friendly coaches guiding you throughout your career with Hastings. We also use a buddying system once training is complete, so there will always be someone to guide you
• Up to 5% annual discretionary Bonus
• We promote a relaxed, friendly & diverse working environment
• Career stepping stones, we love investing and progressing our people by helping them hit their career goals and gain professional qualifications
• 'Harrys’ - a great onsite restaurant, with a wide range of choice from breakfast time to dinner time & an on-site Costa coffee
• Refer a friend scheme - earn £500 for every friend you refer
• We will provide you with all the tech that you need! Including a brand-new Microsoft Surface laptop
• 25 days holiday and bank holidays equivalent (plus buy and sell up to 5 days)
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 [email protected] 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.
Job posting end date:
Skills Required
- Outstanding customer service with excellent verbal and written communication skills
- Strong active listening skills
- Strong negotiation skills
- Proactive approach to work
- Organisational skills with the ability to prioritise workload
- Natural ability to lead conversations and objection handle
- High attention to detail
What We Do
Hastings Group is a fast growing, agile, digitally focused general insurance provider providing services to the UK car, van, bike and home insurance market. Big enough to compete but small enough to grow, the Group has strong relationships with all major price comparison websites, a cost effective digital marketing model and a focus on customer retention. Hastings provides refreshingly straightforward products and services to UK car, bike, van and home insurance customers. A multi-award winning business, Hastings has over 2.7 million customers and over 3,400 colleagues. The Group operates as an integrated insurance provider with two businesses. The Group’s Retail business, Hastings Insurance Services Limited, is responsible for the end customer pricing, fraud management, product design, distribution and management of the underlying customer relationships. The Group’s Underwriting business, Advantage Insurance Company Limited, engages in risk selection, underlying technical pricing, reserving and claims handling. Retail is supported by, and benefits from, Underwriting’s prudent approach to risk and reserving and also benefits from the Group’s panel of insurance partners who provide additional underwriting capacity. The Group’s integrated model deliberately separates underlying product manufacturing from its distribution.
