Hours: 37.5 - Monday to Friday 8am-7pm on a rotational basis
Location: Leicester
Contract: Hybrid (1 Day in the office per week)
Start Date: 13th of January
Role purpose
Reporting into our Home Claims Leader the Home Claims Handler will responsible for the management of home claims handling within their handling authority limit. The Home Claims Handler is also required to maintain and deliver an effective claims support function through desktop settlements or liaising with suppliers whilst always being available to the customer.
Handlers will also be required to support the management team in achieving SLAs across the department by allocating and managing case load effectively within SLA targets.
Accountabilities
* Responsibility for managing a portfolio of claims with varying complexity. To achieve the optimum outcome in line with Hastings 4CS
* To act as a technical referral point for their colleagues, our suppliers and all internal stakeholders
* Responsible for ensuring claims are adequately reserved, loss coded, managed effectively to enable accurate pricing and reserving
* Maintains, updates and navigates various system platforms i.e., Fintech, GW and respond
* As directed by the leadership team achieve outcomes that places Hastings as a market leading home claims handling function
* Work with the Claims Team Leader to maintain best practice documents on technical applications for buildings, contents, recoveries and subsidence.
* Handle and resolve complaints including FOS referrals, ensure that that any changes are feedback to the relevant parties as best practice
* Ensure that you are meeting customers' fair and reasonable expectations and provide fair outcomes Appropriately question and challenge peers and managers where processes and procedures do not meet these expectations and any activity that does not place customers' interests at the heart of how we do business
* Complete training as mandated by the company and regulated by the FCA
* Ensure that self and direct reports if in place achieve and demonstrate levels of competence required to fulfil job requirements
Skills Knowledge & Experience
* Minimum 2 years of Home Claims Experience is essential
* Customer service experience, telephony based
* Able to communicate and work remotely - using all available online tools i.e. MS teams, systems
* Complies with consumer duty when dealing with/advising customers - can relay technical context and rationale to any given situation i.e. weather
* Can work efficiently and accurately, in line with SLAs and targets, to interpret, track and allocate incoming claims
* Strong system skills, ability to navigate and update multiple platforms simultaneously
* Strong written and verbal communication skills - can build strong relationships with internal colleagues, external suppliers and Customers
* Will develop a good understanding of the value and impact of our work for customers, our team and the wider business
* Understands how to appropriately identify and support of vulnerable customers
* Understanding of general insurance and claims
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.
Regrettably we are unable to offer sponsorship for this role
Reward
Salary - Attractive salary based on experience (pay reviews also completed each year)
Flexible Working - We champion a flexible and hybrid working approach so please speak to your recruiter to discuss in more detail, including days in the office and at home.
Competitive Bonus Scheme - All colleagues are eligible for our annual 4Cs performance bonus, which is usually paid in March. The scheme is based on Hastings' performance against our business goals and your own personal performance.
There's more! - 25 days annual leave +bank holidays, with the option to buy or sell one of your contracted weeks, access to private healthcare, dental plans, discounted health assessments, cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more. Most of our benefits and wellbeing resources are available to colleagues from their first day whilst some optional benefits, which involve committing to a 12-month payment schedule, are available as soon as you have completed your probationary period.
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
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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.