Customer Resolutions Specialist Claims

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 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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