Customer Care Specialist

Experienced Complaints Handler – Leicester  

Do you have experience in insurance claims or complaints? Do you have fantastic people skills, and can you deliver a great customer experience every time? If yes, we have the perfect job for you in our vibrant Leicester office. 

Working Hours/ Shift Patterns: Monday to Friday 9.00 – 17.30 

Salary: £24,500 + plus benefits and the opportunity for further salary progression. 

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

Training: Our training environment is set up to provide you with an exceptional experience and will allow you to learn multiple areas of our business. For the first 4 weeks you will be in a classroom-based environment. You will then move out into your team to deal with real life complaints from our customers all with the support from our experienced coaches and team leaders. After these real-life experiences you will then move back into training to learn about the claims part of our business and how to support our customers here.  

Start Date: Training will commence on January 20th 2025 in our Leicester office and we can only allow for 1 day of holiday during your training period.  

Our approach to Hybrid Working: With hybrid working, you have more flexibility, as you will usually only have to visit our office once a week and work remotely for the rest of the time (this can change due to business need) When we organise training and events you may be required to attend in person for the duration. 

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.  

Your role: This position will require you to have prior experience of investigating and resolving insurance claims or complaints over the phone to an exceptionally high standard always ensuring that policies, practices, and regulatory procedures are adhered to. The successful candidate will always deliver exceptional customer service and ensure that all your customers receive a great experience. 

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. Your initial training will cover our products and systems, as well as handling complaints, and will include taking live calls alongside an experienced colleague. Once you start to take calls on your own, you’ll have regular, on-going assessment and support from your team leader and colleagues. Not to mention plenty of recognition and rewards, and the scope to voice your ideas and put them into practice. 

Benefits you’ll receive: 

Up to 5% annual discretionary Bonus 

Hybrid working  

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 

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.