Home Claims Handler - Scoping Specialist

Are you confident in your communication skills, with strong active listening and the ability to engage a diverse range of customers both verbally and in writing?

Can you bring your Home Claims experience to life by delivering fair, confident, and transparent support to every customer you speak with?

If so, we’d love to hear from you!

Working Hours/ Shift Patterns: You will work 37.5 hours per week on a rotational shift pattern. This role includes working 2 weekends in every 4. If you work a weekend shift, you’ll get time off in the week.  

Our opening hours: Monday to Friday 08:00 - 19:00 and Saturday 09:00 – 17:30.

Training: The main training period lasts for 3 weeks.

Salary: Competitive.

Location: Our fantastic Leicester office, which is in the city centre and only a short walk from the train station.

Your Role
The Home Claims Handler plays a key role in delivering fair, accurate and customer-focused home claims outcomes. Reporting to the Home Claims Leader, you will manage a varied portfolio of claims within your authority limit, resolving them through desktop settlements or by liaising with suppliers. You will act as a reliable point of contact for customers throughout their claim journey, ensuring expectations are met and outcomes are fair. Alongside day-to-day case handling, you will support the leadership team by achieving SLAs by helping to manage caseload distribution.

Job Details:

• Manage a portfolio of claims with varying complexity to achieve optimal outcomes in line with Hastings 4Cs.
• Act as a technical referral point for colleagues, suppliers, and internal stakeholders.
• Ensure claims are adequately reserved, loss-coded and managed effectively for accurate pricing and reserving.
• Maintain and navigate various system platforms (Fintech, GW, Respond).
• Achieve outcomes that position Hastings as a market-leading home claims handling function, as directed by the leadership team.
• Collaborate 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, and provide feedback to relevant parties as best practice.
• Ensure fair and reasonable customer expectations are met, providing fair outcomes. Challenge processes and procedures that do not meet these expectations.
• Complete company-mandated training and comply with FCA regulations.
• Ensure self and any direct reports achieve and demonstrate the required levels of competence.

What we’re looking for in a Home Claims Handler - Scoping Specialist:

• Experience in Home Claims notification and end-to-end case handling.
• Ability to communicate and collaborate effectively using MS teams and our in-house systems.
• Ability to develop, review and approve scopes of work. Ensuring scope deliverables and timelines are clearly defined  
• Compliance with consumer duty when advising customers, with the ability to relay technical context and rationale in a fair and transparent manner.
• Ability to work accurately and efficiently to meet SLAs including interpreting, tracking, and allocating incoming claims.
• Strong system skills, with the ability to navigate and update multiple platforms simultaneously with accuracy.
• Excellent written and verbal communication, with the ability to build strong relationships with colleagues, suppliers, and customers.
• A solid understanding of general insurance principles and claims processes.

What we offer:
Join us and you’ll find a different way of doing things. We call it the 4Cs. So, 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. That includes initial in-house training on our products and systems, as well as taking live calls alongside an experienced colleague, and regular, on-going training tailored to your individual needs. Not to mention plenty of recognition and rewards, and the scope to voice your ideas and put them into practice. And the chance to develop your career across our business, with opportunities for secondments, or to become a coach.

Benefits you’ll receive:

• Up to 5% annual discretionary Bonus
• Hybrid working (1 day per week in the office with the option to do more depending on your preference)
• A fantastic open plan modern office
• We promote a relaxed, friendly & diverse working environment
• 'Harrys’ - a great onsite restaurant, with a wide range of choice at breakfast and lunchtime & an on-site Costa coffee
• 25 days holiday and bank holidays equivalent (plus buy and sell up to 5 days)
• Pension match up to 10% of your salary
• Life insurance (4 x base salary)
• Discounted Hasting Direct products
• Discounts & cashback with well-known retailers
• Tech scheme, cycle to work, health assessments, and skin check - on completion of probation
• Refer a friend scheme - earn £500 for every friend you refer
• We will provide you will all the tech that you need! Including a brand-new Microsoft Surface laptop

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. For more information on the DCS, please visit our inclusive business page on our careers site.

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, 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: