Job Title:
Experienced Home Complaints Specialist Hours:
37.5 per week, Monday to Friday Salary:
Competitive Contract:
Home/Hybrid, working 4 days from home and one in the office per week, after training Start Date:
10th of March As part of the role, you’ll play a vital role in ensuring fair, empathetic, and effective resolution of customer complaints in our Home Insurance department. Managing a portfolio of complaints, you’ll deliver exceptional service, providing clear and fair outcomes that enhance customer trust and loyalty. Key Responsibilities
Own and resolve complaints of varying complexity Use sound judgment and analysis to achieve fair outcomes, meeting Hastings’ 4Cs principles (Colleagues, Customers, Company, Community) Communicate empathetically and professionally, building strong relationships with customers and internal teams Continuously challenge and improve processes that fall short of meeting customer expectations Maintain compliance with FCA regulations and consumer duty standards Skills, Knowledge & Experience
Experience in home complaints within the Insurance Industry Customer service experience, preferably telephony-based Ability to clearly communicate and work remotely using online tools (e.g., MS Teams, systems) Compliance with consumer duty when advising customers, with the ability to relay technical context and rationale Efficient and accurate work in line with SLAs and targets, interpreting, tracking, and analytical skillset to understand the complaint Strong system skills, with the ability to navigate and update multiple platforms simultaneously Excellent written and verbal communication skills, with the ability to build strong relationships with internal colleagues and customers Understanding of the value and impact of our work for customers, the team, and the wider business Ability to identify and support vulnerable customers appropriately Understanding of general insurance and complaints What We Offer
Join us and experience a different way of doing things. We focus on getting it right for our colleagues, customers, company, and community. As one of our colleagues, you'll help drive our growth, and in return, we'll provide all the support, training, and development you need. You'll also receive plenty of recognition and rewards, and the opportunity to voice your ideas and put them into practice. Salary:
Attractive salary based on experience, with annual pay reviews Flexible Working:
We champion a flexible and hybrid working approach. Discuss details with your recruiter Competitive Bonus Scheme:
All colleagues are eligible for our annual 4Cs performance bonus, based on Hastings' performance and your personal performance Physical Wellbeing:
We fund a healthcare cash plan for everyday health care claims Financial Wellbeing:
Includes four times salary life assurance cover, income protection, pension contribution matches up to 10%, discounts and cashback at retailers, fee-free independent mortgage advice, and free financial wellbeing support Mental Wellbeing Programme:
Access to the Thrive mental health app, 24/7 colleague assistance programme, in-house mental health first aiders, support groups, and a resolute team Additional Benefits:
25 days annual leave plus bank holidays, with the option to buy or sell a week. Access to private healthcare, dental plans, discounted health assessments, cycle to work and tech schemes, discounted and free onsite facilities, social events, and more. Most benefits are available from day one, with some optional benefits available after probation. Our 4Cs principles are simple: by creating the right culture for our colleagues and giving them the right tools, we deliver good outcomes for every customer, grow the company profitably and sustainably, and invest in the communities we serve. We deliver good outcomes for our customers by providing great products at the right price with simple and straightforward service. We treat customers like we want to be treated - fairly, respectfully, and with their best interests at heart. If you believe you require any reasonable adjustments in order to complete the online assessment and/or interview process due to disabilities or health conditions, please do contact the recruitment team at: recruitmentteam@hastingsdirect.com prior to completing your application. 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, or throughout your journey with us at Hastings, 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:
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Experienced Home Complaints Specialist Hours:
37.5 per week, Monday to Friday Salary:
Competitive Contract:
Home/Hybrid, working 4 days from home and one in the office per week, after training Start Date:
10th of March As part of the role, you’ll play a vital role in ensuring fair, empathetic, and effective resolution of customer complaints in our Home Insurance department. Managing a portfolio of complaints, you’ll deliver exceptional service, providing clear and fair outcomes that enhance customer trust and loyalty. Key Responsibilities
Own and resolve complaints of varying complexity Use sound judgment and analysis to achieve fair outcomes, meeting Hastings’ 4Cs principles (Colleagues, Customers, Company, Community) Communicate empathetically and professionally, building strong relationships with customers and internal teams Continuously challenge and improve processes that fall short of meeting customer expectations Maintain compliance with FCA regulations and consumer duty standards Skills, Knowledge & Experience
Experience in home complaints within the Insurance Industry Customer service experience, preferably telephony-based Ability to clearly communicate and work remotely using online tools (e.g., MS Teams, systems) Compliance with consumer duty when advising customers, with the ability to relay technical context and rationale Efficient and accurate work in line with SLAs and targets, interpreting, tracking, and analytical skillset to understand the complaint Strong system skills, with the ability to navigate and update multiple platforms simultaneously Excellent written and verbal communication skills, with the ability to build strong relationships with internal colleagues and customers Understanding of the value and impact of our work for customers, the team, and the wider business Ability to identify and support vulnerable customers appropriately Understanding of general insurance and complaints What We Offer
Join us and experience a different way of doing things. We focus on getting it right for our colleagues, customers, company, and community. As one of our colleagues, you'll help drive our growth, and in return, we'll provide all the support, training, and development you need. You'll also receive plenty of recognition and rewards, and the opportunity to voice your ideas and put them into practice. Salary:
Attractive salary based on experience, with annual pay reviews Flexible Working:
We champion a flexible and hybrid working approach. Discuss details with your recruiter Competitive Bonus Scheme:
All colleagues are eligible for our annual 4Cs performance bonus, based on Hastings' performance and your personal performance Physical Wellbeing:
We fund a healthcare cash plan for everyday health care claims Financial Wellbeing:
Includes four times salary life assurance cover, income protection, pension contribution matches up to 10%, discounts and cashback at retailers, fee-free independent mortgage advice, and free financial wellbeing support Mental Wellbeing Programme:
Access to the Thrive mental health app, 24/7 colleague assistance programme, in-house mental health first aiders, support groups, and a resolute team Additional Benefits:
25 days annual leave plus bank holidays, with the option to buy or sell a week. Access to private healthcare, dental plans, discounted health assessments, cycle to work and tech schemes, discounted and free onsite facilities, social events, and more. Most benefits are available from day one, with some optional benefits available after probation. Our 4Cs principles are simple: by creating the right culture for our colleagues and giving them the right tools, we deliver good outcomes for every customer, grow the company profitably and sustainably, and invest in the communities we serve. We deliver good outcomes for our customers by providing great products at the right price with simple and straightforward service. We treat customers like we want to be treated - fairly, respectfully, and with their best interests at heart. If you believe you require any reasonable adjustments in order to complete the online assessment and/or interview process due to disabilities or health conditions, please do contact the recruitment team at: recruitmentteam@hastingsdirect.com prior to completing your application. 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, or throughout your journey with us at Hastings, 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:
#J-18808-Ljbffr
