Customer Advisor – First Notification of Loss
Be the first to support our customers when they have been involved in an accident. Are you accurate, responsive, and customer-focused? If so, this could be the role for you!
Working Hours / Shift Patterns: You will work 37.5 hours a week, Monday to Friday, on a rotational shift pattern between 08:00 and 19:00.
Training: Our 5-week training programme is delivered using a hybrid approach, both face-to-face from our Leicester office and virtually.
Our Approach to Hybrid Working: With hybrid working, you have more flexibility, as you will usually only need to visit the office once a week and can work remotely for the rest of the time. You can also opt to attend 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.
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 communicate with thousands of customers daily through various channels, delivering the high-quality insurance service they deserve.
The Role:
You will primarily take inbound calls from customers when they need us most, at the point of incident. You will also log claims from various portals, including claims reported by the police and our out-of-hours team, as well as support various workstreams to ensure claims are accurately set up. This includes gathering all required information, validating key details, documenting actions clearly, and completing preparatory steps so each claim is ready for the next stage of its journey.
Accuracy is key! You will ensure all claim details are recorded correctly and follow up with customers to gather any missing information.
You will need to actively listen and be diligent in capturing detailed accounts relating to customer incidents.
You will be able to establish claim liability quickly, ensuring our customers are safe and supported at all times.
You will help our customers reach the right outcome first time, every time.
You must demonstrate care and empathy while ensuring customers feel fully informed about the next steps of their claim.
You will consistently deliver a first-class customer experience, ensuring every interaction feels personal, valued, and exceptional.
You will also need to have difficult conversations about claim liability and damage outcomes, while setting clear expectations for our customers.
What Are We Looking For?
People who share our passion for delivering outstanding customer service
Strong decision-making skills, using your own knowledge and available resources
The ability to work both independently and as part of a team
The ability to accurately capture and record data
Excellent interpersonal communication skills
Experience of handling difficult conversations and managing complaints
What We Offer
Join us and you’ll find a different way of doing things. We call it the 4Cs – focusing on getting it right for our colleagues, customers, company, and community.
As one of our colleagues, you’ll help drive our growth. In return, we’ll give you all the support, training, and development you need. This includes initial in-house training on our products and systems, taking live calls alongside an experienced colleague, and ongoing training tailored to your individual needs. You’ll also benefit from recognition and rewards, the opportunity to share and implement your ideas, and the chance to develop your career across the business.
Benefits You’ll Receive
Up to 5% annual discretionary bonus
Hybrid working (1 day per week in the office, with the option to attend more frequently)
A fantastic open-plan modern office
A relaxed, friendly, and diverse working environment
‘Harry’s’ – a great onsite restaurant offering a wide range of choices at breakfast and lunchtime, plus an on-site Costa Coffee
25 days’ holiday plus bank holidays (with the option to buy and sell up to 5 days)
Pension match of up to 10% of your salary
Life insurance (4x base salary)
Discounted Hastings Direct products
Discounts and cashback with well-known retailers
Tech scheme, cycle to work scheme, health assessments, and skin checks (upon completion of probation)
Refer a friend scheme – earn £500 for every successful referral
We will provide all the tech you need, including a brand-new Microsoft Surface laptop
As a Disability Confident employer, we are committed to ensuring our recruitment processes are fully inclusive. This means if you apply for a role with us, you will have fair access to support and adjustments throughout your recruitment journey.
For this position, we are regrettably unable to accept applications through the Disability Confident Scheme (DCS) due to the high volume of applications we receive. However, we have introduced an alternative approach to remove barriers: all candidates can complete first-stage assessments (online exercises), for which adjustments can be provided on a case-by-case basis.
For more information on the DCS, please visit our inclusive business page on our careers site.
If you require any reasonable adjustments during the assessment process, please contact the recruitment team at recruitmentteam@hastingsdirect.com prior to starting any assessments, so 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: