Policy Review Advisor
Do you want to play avital roleas the first line of defence against fraud—safeguarding our customers and protecting our business?
If so, this could be the perfect opportunity for you!
Working Hours:You will work 37.5 hours per week on a Monday to Friday09:00 – 17:30. No Weekends.
Start Date: Monday 6th April
Training:The main training period runs for the first 8 weeks and takes place face to face in the office.
Our approach to Hybrid Working:With hybrid working, you have more flexibility, as you usually onlyhave tovisit our office once a week and work remotely for the rest of the time. You can always opt to work from the office morefrequentlyif that suits you better. When we organise training and events you maybe requiredto attend in person for the duration.
Salary:The role offers a starting salary of£25,150. From there,we'recommitted to supporting your growth- with tailored coaching and development tools to help you reach the level.
Location:Ourfantastic Bexhill office, which is next to the seafront, and only a short walk from Collington station.
At Hastings Direct, we have a simple ambition – to be the best and biggest digital insurance provider in the UK. OurCustomerteams play a huge role in that, speaking to thousands of customers every day, and delivering thehigh qualityinsurance service they deserve.
Role purpose:You'llbe one of our first lines of defence at Hastings for protecting the business against potential policy fraud byvalidatingour customer policies and ensuring these hold the correct information that best suits their needs.You’llbe responsible forbalancing a varied portfolio of customer policies and willvalidatethese through a variety of different checks (directly with customers or by authenticating documents) and ensuring that any risk information is reviewed and if relevant, completedin a timely manner.
You’lluse a data driven approach, effective conversation management pluscutting edgeapplication fraud tools toidentifyand treat deliberate and unintentional policy misrepresentation, ensuring customers areretainedat the right price and that high-risk policies are removed from cover.
Job details –you’llneed to have demonstrable experience in: -
1. Investigate andvalidateinsurance policies flagged for potential fraud, ensuringaccuraterisk assessment and compliance with FCA regulations.
2. Review and verify customer documents across various channels,identifyingmisrepresentation and ensuring policies meet customer needs.
3. Handle inbound and outbound communications with customers, colleagues, and third parties, delivering excellent service and complaint resolution.
4. Meet service level agreements and personal KPIs, taking ownership of your portfolio and contributing to team goals.
5. Collaborate across departments,demonstratingprofessionalism, attention to detail, and a commitment to continuous personal development.
6. Champion fair customer outcomes, challenging processes that fall short and ensuring all actions align with company values and regulatory standards.
Transferable essential skills we would love you to have:
7. Analytical and data-driven mindset, with the ability to assess documents andidentifyrisks using a methodical approach.
8. Strong communicationskills, including active listening, confident conversation management, and clear written correspondence.
9. Customer-focused experience, ideally in target-driven or contact centre environments, with an understanding of vulnerable customer needs.
10. Organisational and time management skills, with the ability to prioritise tasks and meet deadlines in a dynamic setting.
11. Confident using Microsoft Office and quick to learn new systems, with a flexible approach to evolving processes and tools.
12. Awareness of industry standards, including basic motor insurance knowledge, GDPR compliance, and risk profiling.
What we offer:
Join us andyou’llfinda different wayof doing things. We call it the 4Cs. So, we focus on getting it right for our colleagues, customers,companyand community.
As one of our colleagues,you’llbe helping to drive our growth, so in return,we’llgive you all the support,trainingand development you need. That includes initial in-house training on our products and systems, as well as taking live calls alongside an experienced colleague, and regular, on-going training tailored to your individual needs. Not to mention plenty of recognition and rewards, and the scope to voice your ideas and put them into practice. And the chance to develop your career across our business, with opportunities for secondments, or to become a coach.
Benefitsyou’llreceive:
13. Up to 5% annual discretionary Bonus
14. Hybrid working (1 day per week in the office with theoptionto do more depending on your preference)
15. A fantastic open plan modern office
16. We promote a relaxed, friendly & diverse working environment
17. 'Harrys’ - a great onsite restaurant, with a wide range of choice at breakfast and lunchtime & an on-site Costa coffee
18. 25 days holiday and bank holidays equivalent (plus buy and sell up to 5 days)
19. Pension match up to 10% of your salary
20. Life insurance (4 x base salary)
21. Discounted Hasting Direct products
22. Discounts & cashback with well-known retailers
23. Tech scheme, cycle to work, health assessments, and skin check - on completion of probation
24. Refer a friend scheme - earn £500 for every friend you refer
25. We will provide you will all the tech that you need! Including a brand-new Microsoft Surface laptop
As a Disability Confident employer,we’recommitted to ensuring our recruitment processes are fully inclusive – what this means to you is ifyou’reapplying for a job with us,you’llhave fair access to support and adjustments throughout your recruitment journey.
For this position,we’reregrettably unable to accept applications through the Disability Confident Scheme (DCS) due to the extremely high volumes of applications we receive. However, what we put in place for these positions insteadin order toremove barriers is an opportunity for all candidates to complete first stage assessments, in the form of some online exercises, which we can also provide adjustments for on a case-by-case basis. For more information on the DCS, please visit our inclusive business page on our careers site.
If you require any reasonable adjustments to be made throughout the assessment process you should contact the recruitment teamprior to starting any assessments, in order that adjustments can be considered.
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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, 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.
Job posting end date: