Policy Review Advisor

Do you want to play a vital role as the first line of defence against fraud—safeguarding our customers and protecting our business? If so, this could be the perfect opportunity for you!

Working Hours: You will work 37.5 hours per week on a Monday to Friday 09:00 – 17:30. No Weekends.

Start Date: Monday 6th April 2026

Training: The main training period runs for the first 8 weeks and takes place face to face in the office.

Salary: The role offers a starting salary of £25,150
. From there, we’re committed to supporting your growth – with tailored coaching and development tools to help you reach the level.

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.

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 play a huge role in that, speaking to thousands of customers every day, and delivering the high quality insurance service they deserve.

You’ll be one of our first lines of defence at Hastings for protecting the business against potential policy fraud by validating our customer policies and ensuring these hold the correct information that best suits their needs. You’ll be responsible for balancing a varied portfolio of customer policies and will validate these through a variety of different checks (directly with customers or by authenticating documents) and ensuring that any risk information is reviewed and, if relevant, completed in a timely manner.

You’ll use a data driven approach, effective conversation management plus cutting edge application fraud tools to identify and treat deliberate and unintentional policy misrepresentation, ensuring customers are retained at the right price and that high-risk policies are removed from cover.

• Investigate and validate insurance policies flagged for potential fraud, ensuring accurate risk assessment and compliance with FCA regulations.
• Review and verify customer documents across various channels, identifying misrepresentation and ensuring policies meet customer needs.
• Handle inbound and outbound communications with customers, colleagues, and third parties, delivering excellent service and complaint resolution.
• Meet service level agreements and personal KPIs, taking ownership of your portfolio and contributing to team goals.
• Collaborate across departments, demonstrating professionalism, attention to detail, and a commitment to continuous personal development.
• Champion fair customer outcomes, challenging processes that fall short and ensuring all actions align with company values and regulatory standards.

• Analytical and data-driven mindset, with the ability to assess documents and identify risks using a methodical approach.
• Strong communication skills, including active listening, confident conversation management, and clear written correspondence.
• Customer-focused experience, ideally in target-driven or contact centre environments, with an understanding of vulnerable customer needs.
• Organisational and time management skills, with the ability to prioritise tasks and meet deadlines in a dynamic setting.
• Confident using Microsoft Office and quick to learn new systems, with a flexible approach to evolving processes and tools.
• Awareness of industry standards, including basic motor insurance knowledge, GDPR compliance, and risk profiling.

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

Cs. 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…