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
1. Own and resolve complaints of varying complexity
2. Use sound judgment and analysis to achieve fair outcomes, meeting Hastings' 4Cs principles (Colleagues, Customers, Company, Community).
3. Communicate empathetically and professionally, building strong relationships with customers and internal teams.
4. Continuously challenge and improve processes that fall short of meeting customer expectations.
5. Maintain compliance with FCA regulations and consumer duty standards
Skills, Knowledge & Experience
6. Experience in home Complaints within the Insurance Industry
7. Customer service experience, preferably telephony-based.
8. Ability to Clearly communicate and work remotely using online tools (e.g., MS Teams, systems).