Customer Advisor – First Notification of Loss

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 and shift pattern: 37.5 hours per week, Monday to Friday, on a rotational shift pattern between 08:00 and 19:00.

Training:
Our five-week training programme is delivered through a hybrid approach, combining face‑to‑face sessions at our Leicester office with virtual learning.

Hybrid working:
You will usually attend the office once a week and work remotely for the rest of the time, although you are welcome to attend more frequently if that suits you. When training or events are arranged, you may be required to attend in person for their duration.

Salary: £26,230 starting salary.

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 every day across a range of channels, delivering the high‑quality insurance service they deserve.

You will primarily take inbound calls from customers when they need us most, at the point of an incident. You will log claims received through a range of portals, including those reported by the police and our out‑of‑hours team, and support other work streams to ensure claims are set up accurately.

You will gather all required information, validate key details, document actions clearly and complete the preparatory steps needed for each claim to move to the next stage. Accuracy is key. You will ensure all claim details are recorded correctly and follow up with customers to gather any missing information.

You will actively listen and capture detailed accounts of customer incidents. You will establish claim liability quickly, ensuring our customers are safe and supported at all times. You will help customers reach the right outcome first time, every time.

You will demonstrate care and empathy, ensuring customers understand the next steps in their claim. You will consistently deliver a first‑class customer experience, making every interaction feel personal and valued. You will handle difficult conversations about claim liability and damage outcomes while setting clear expectations.

• A passion for delivering outstanding customer service
• Strong decision‑making skills, using your own knowledge and the resources available to you
• The ability to work both independently and as part of a team
• The ability to capture and record information accurately
• Excellent interpersonal and communication skills
• Experience of handling difficult conversations and managing complaints

Join us and you’ll find a different way of doing things. We call it the 4

Cs – 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.

• Up to 5% annual discretionary bonus
• Hybrid working – one 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…