Customer Advisor Motor Claims

Job Title

Customer Advisor Motor Claims – Write Off

Join our dynamic Claims Team and help customers navigate total loss claims with empathy, expertise, and efficiency.

You will work 37.5 hours per week on a Monday to Friday rotational shift pattern between the hours of 09:00 – 17:30.

The core training lasts for the first 4 weeks in your role; it is delivered in person in our office.

With hybrid working, you have more flexibility, usually only visiting the office once a week and working remotely the rest of the time. You may opt to be in the office more often if that suits you better. When we organise training and events you may need to attend in person for the duration.

Starting salary of £26,230, plus a comprehensive benefits package.

• 25 days holiday and bank holidays equivalent (plus buy and sell up to 5 days)
• Up to 5% annual discretionary bonus
• On‑site restaurant ‘Harrys’ and Costa coffee
• Refer a friend scheme – earn £500 for every successful referral
• Full training with industry experts and buddying system during and after training
• Recognition and rewards, scope to voice ideas and put them into practice

Leicester office located in the city centre, just a short walk from the train station and easily accessible via major road routes.

• Manage a portfolio of policyholder’s write‑off claims.
• Handle incoming calls from customers and external partners while also making outbound calls.
• Provide excellent customer service, empathy and understanding when customers need us most, while ensuring clear expectations set and regular updates throughout the claims process.
• Maintain accurate record keeping, reserves and a proactive diary system to ensure timely case reviews.
• Communicate with confidence and precision from the outset to prevent confusion and provide a seamless customer journey.
• Prioritise giving customers a simple and straightforward journey, proactively chasing updates from repair suppliers.

• Outstanding customer service with excellent verbal and written communication skills.
• Strong active listening skills.
• Strong negotiation skills.
• Proactive approach to work.
• Organisational skills with the ability to prioritise workload.
• Natural ability to lead conversations and handle objections.
• High attention to detail.

Hastings Group is an equal opportunities employer. We welcome applications from all suitably skilled persons regardless of gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. We conduct thorough referencing, including credit and criminal record checks.