Overview
Customer Resolutions Specialist (Claims) – Leicester. Responsible for investigating and resolving complaints to a high standard, ensuring that policies, practices, and regulatory procedures are adhered to while delivering exceptional customer service.
Responsibilities
- Consistently achieve all targets in line with the department’s Key Performance Indicators (KPIs).
- Work as part of a dedicated complaint handling team to build and maintain effective relationships.
- Deliver excellent customer service and provide a positive first response across all contact types.
- Take full ownership and maintain contact with customers, ensuring detailed and documented investigations for each complaint.
- Ensure that every point raised by the customer is answered and fully resolved.
- Make decisions appropriate for the resolution of complaints while strictly adhering to company policies and procedures.
- Fully comply with the Respond complaints system procedures and manage each customer complaint accordingly.
- Contribute to the identification and analysis of root causes of complaints and, where required, suggest improvement actions.
About You / Qualifications
- Experience working in an FCA-regulated environment dealing with motor claims or customer complaint interactions.
- Experience supporting vulnerable customers with empathy, sensitivity, and sound judgement to ensure fair outcomes.
- Excellent written and verbal communication skills.
- Ability to deliver difficult messages with time management skills and a problem-solving mindset.
- Resilience, persuasiveness, and a customer-centric approach.
- Ability to adapt quickly to changing priorities, customer needs, and business requirements.
Location, Hours and Salary
Location: Leicester city centre. Working hours: Monday to Friday, 9:00 – 17:30. Starting salary: £30,700 plus benefits, with potential increases based on experience and personal development.
Training and Hybrid Working
- Core in-office training for the first 4 weeks, followed by 3 weeks of Complaints training.
- Hybrid working: typically visit the office once per week and work remotely the rest of the time. In-person attendance may be required for scheduled training or events.
Benefits
- Up to 5% annual discretionary bonus.
- Modern office with an open-plan layout; onsite amenities including “Harrys” restaurant and an on-site Costa coffee.
- Buddying system after training and ongoing career development opportunities and professional qualifications.
- Refer a friend scheme – earn £500 for every referral.
- Tech provision: brand-new Microsoft Surface laptop.
- 25 days holiday plus bank holidays (with buy/sell up to 5 days).
- Disability Confident employer; inclusive recruitment practices with adjustments available during the process.
- Commitment to equality of opportunity and a thorough referencing process (credit and criminal checks).
- Supportive environment with wellbeing programs and community engagement.
Notes
For more information on inclusive recruitment practices and adjustments, contact the recruitment team at recruitmentteam@hastingsdirect.com. Hastings Direct is an equal opportunities employer and a Disability Confident employer in practice, though some accessibility accommodations may be arranged on a case-by-case basis.
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