Job Overview
You will be responsible for investigating and resolving complaints to a high standard, ensuring that policies, practices, and regulatory procedures are adhered to. You will consistently achieve all targets in line with the Key Performance Indicators for the department and always deliver excellent customer service across all contact types.
Key Responsibilities
- Consistently achieve all targets in line with the Key Performance Indicators for the department.
- Work as part of a dedicated complaint handling team, building and maintaining effective working relationships.
- 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 complaints and maintain contact with the customer.
- Conduct a sufficiently detailed and documented investigation for each complaint, ensuring that each point raised by the 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 root causes of complaints and, where required, improvement actions.
- Receive full training with industry experts and friendly peers; a buddying system supports you throughout your career with Hastings.
Qualifications & Experience
- Experience working in an FCA‑regulated environment dealing with motor claims or complaint customer interactions.
- Experience supporting vulnerable customers, demonstrating empathy, sensitivity and sound judgement to ensure fair and appropriate customer outcomes.
- Excellent written and verbal communication skills, with the ability to deliver difficult messages.
- Strong time‑management skills and a passion for problem solving.
- Resilience, persuasiveness and a customer‑centric approach.
- Ability to adapt quickly to changing priorities, customer needs and business requirements.
Skills & Competencies
- Empathy, sensitivity and sound judgement for fair customer outcomes.
- Excellent communication—written and verbal.
- Ability to deliver difficult messages with professionalism.
- Time‑management and problem‑solving skills.
- Resilience, persuasiveness and customer‑centricity.
- Flexibility to adapt quickly to changing priorities and business requirements.
Working Hours / Shift Patterns
Monday to Friday, 9:00 – 17:30.
Salary
Starting salary: £30,700 plus benefits (potential increase depending on experience). Opportunities for salary enhancement are available through personal development and learning new areas of the business.
Benefits
- Up to 5% discretionary bonus.
- 25 days holiday and bank holidays equivalent (with the option to buy and sell up to 5 days).
- Modern office with on‑site restaurant and Costa coffee.
- All required technology, including a brand‑new Microsoft Surface laptop.
- Career stepping stones, professional qualification support and internal progression opportunities.
Training & Development
Core in‑office training will run for the first four weeks, followed by three weeks of Complaints training. Ongoing support from industry experts and a buddy system will guide you throughout your career with Hastings.
Equal Opportunity & Inclusive Hiring
Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.
As a Disability Confident employer, we are committed to ensuring our recruitment processes are fully inclusive. We do not accept applications through the Disability Confident Scheme for this position due to high volume, but we provide adjustments for first‑stage assessments on a case‑by‑case basis. If you require reasonable adjustments, please contact recruitmentteam@hastingsdirect.com prior to starting any assessments.
We undertake a thorough referencing process, including credit and criminal record checks.
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