Claims Operations Manager

Welcome to Hastings Direct – From our Group HR Director Pam Angel  
 

We’re a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We’ve made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We’re proud of the journey we’re on as a company and know that our continued success will rely on the contribution of our talented colleagues. 
 

We provide insurance for over three million customers, but we know there’s even bigger opportunity out there. The fact you’re now reading this job advert means we’ve tempted you to find out more about #lifeatHD – we really hope you like what you see, and you’ll join us to share in the success of the exciting chapter that lies ahead.  
 

We understand some people may not apply for jobs unless they feel they tick every box. If you are excited about joining us and think you have some of what we are looking for, even if you’re not 100% sure we would love to hear from you. 

 

Job Details
 

• Developing a high performance culture within your team through clear direction and providing the relevant coaching and support to your Team Leaders to ensure they are enabling expected performance and behaviours

• Accountability for the overall outcomes of the department and the delivery of new processes and ways of working with your area

• Utilising data to seek and understand emerging trends/issues and look for solutions, understanding how this data can help us to act on risks, as well as demonstrating a continuous improvement mind-set and effective problem solving

• Driving efficiencies through managing productivity, costs and value added activities and truly driving first contact resolution

• Leading a team efficiently, ensuring management processes are in place and celebrating success and creating a winning environment within your team – rewarding and recognising colleagues for the great work they do!

• Building winning relationships with key stakeholders to support you in exceeding your objectives and accountabilities and partnering with wider claims/HD stakeholders to resolve business, customer or commercial issues

Skills we would love you to have
 

• Proven track record of leading high performance teams (including performance management) in a contact centre/operational environment

• Strong operational skills – passion for delivering great results through colleagues and enabling the right customer and commercial outcomes

• Strategic thinking – able to set a vision to gain and maintain competitive advantages

• Any claims experience is a bonus, but not essential for the right person
  
   

What we offer  
 

Join us and you’ll find a different way of doing things. We call it the 4Cs. 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. Not to mention plenty of recognition and rewards, and the scope to voice your ideas and put them into practice.  
 

Reward 
 

Salary – Attractive salary based on experience + car allowance (pay reviews also completed each year) 
 

Flexible Working – We champion a flexible and hybrid working approach so please speak to your recruiter to discuss in more detail, including days in the office and at home.   
 

Competitive Bonus Scheme - All colleagues are eligible for our annual 4Cs performance bonus, which is usually paid in March. The scheme is based on Hastings’ performance against our business goals and your own personal performance. 
 

Physical Wellbeing – as a Band 4 colleague, Hastings pay for you to receive private medical Insurance (also known as PMI) This gives you flexibility and convenience to see a specialist or consultant and allows you to decide when and where you will be seen. 
 

Financial Wellbeing – As well as providing you with 4x your salary with our life assurance cover and income protection at no extra cost, pension contribution match up to 10%, we are proud to provide you with an AWARD WINNING package which includes – discounts and cashback at everyday retailers and on our own products, fee free independent mortgage advice, and free access to financial wellbeing support. 
 

Mental Wellbeing programme – At Hastings Direct we understand that mental health cannot not be scheduled, that’s why we have a range of support to help you keep yourself well. We have the thrive mental health app, our colleague assistance programme available 24/7, our own, in-house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs 
 

There's more! – 27 days annual leave + bank holidays, with the option to buy or sell one of your contracted weeks, access to our health care cash back plans, dental plans, discounted health assessments, Cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more …. 

Our 4Cs principles are simple: we believe by creating the right culture for our colleagues and giving them the right tools to do their job, we’ll deliver good outcomes for every customer, helping us to grow the company profitably and sustainably and allowing us to invest in the communities we serve 

We deliver good outcomes for our customers every time by providing great products at the right price with our simple and straightforward service. We treat customers like we want to be treated - fairly, respectfully and with their best interests at heart 

Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.

At Hastings Direct, we’re committed to creating an inclusive environment where everyone has the opportunity to succeed. If you require any reasonable adjustments during the recruitment process, or throughout your journey with us at Hastings, we encourage you to be open with us. Our recruitment team is here to provide the support you need to ensure a fair and accessible experience for all.

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