Claims Complaints Specialist

Home Complaints Specialist Do you have fantastic people skills? Can you deliver a great customer experience every time? If yes, we have the perfect job for you in our vibrant Leicester office, which is conveniently located in the city centre, just a short walk from the train station and easily accessible via major road routes.

Working Hours / Shift Patterns:
Monday to Friday 9:00 – 17:30

Salary:
The starting salary is £32,650 plus benefits. There is then an opportunity to increase your salary, learn new skills and develop within the team. This can only be achieved through personal development and learning new areas of the business and is not a guaranteed increase.

Training:
Core training will run for the first four weeks, followed by three weeks of Home Complaints training.

Our approach to Hybrid Working:
With hybrid working, you have more flexibility, as you usually only have to visit our office once a week and work remotely for the rest of the time. You can always opt to work from 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.

You will be responsible for investigating and resolving home complaints and home claim complaints to a high standard, ensuring that policies, practices and regulatory procedures are adhered to. You will always deliver exceptional customer service and ensure that all your customers receive a great experience.

• Consistently achieve all targets in line with the Key Performance Indicators for the department.
• Work as part of a dedicated complaints-handling team to ensure effective working relationships are built and maintained.
• Always deliver excellent customer service and provide a positive first response when responding to customers across all contact types.
• Take full ownership and responsibility for home complaints and home claim complaints, maintaining contact with the customer throughout.
• Conduct a sufficiently detailed and documented investigation for each complaint, ensuring that every point raised by your customer has been answered and fully resolved.
• Make decisions appropriate for the resolution of complaints while ensuring that company policies and procedures are strictly adhered to.
• Comply fully with the complaints system, Respond, procedures and ensure that each customer complaint is managed in accordance with the complaints-handling procedure.
• Effectively contribute to the identification and analysis of the root causes of complaints and, where required, improvement actions.

• Experience supporting vulnerable customers, demonstrating empathy, sensitivity and sound judgement to ensure fair and appropriate customer outcomes.
• Excellent communication skills – written and verbal.
• Able to deliver difficult messages.
• Time-management skills and a passion for problem-solving.
• Resilience, persuasiveness and customer centricity.
• The ability to adapt quickly to changing priorities, customer needs and business requirements.
• Experience investigating customer concerns, reviewing claim decisions and explaining outcomes clearly and sensitively.

• Full training with industry experts and friendly peers guiding you throughout your career with Hastings. We also use a buddying system once training is complete, so there will always be someone to guide you.
• Up to 5% annual discretionary bonus.
• A fantastic open-plan modern office.
• We promote a relaxed, friendly and diverse working environment.
• Career stepping stones – we love investing in and progressing our people by helping them achieve their career goals and gain professional qualifications.
• ‘Harrys’ – a great on-site restaurant, with a wide range of choices from…