Salary & Role Purpose
Salary: The role offers a starting salary of £25,150. From there, we’re committed to supporting your growth—tailored coaching and development tools to help you reach higher levels.
Role purpose: You will be one of our first lines of defence at Hastings, protecting the business against potential policy fraud by validating customer policies and ensuring they contain correct information. You’ll balance a varied portfolio of policies, validate them through direct checks or document authentication, and review any risk information, completing tasks in a timely manner. Using a data‑driven approach, conversation management, and cutting‑edge fraud tools, you’ll identify and treat deliberate and unintentional policy misrepresentation, retaining customers at the right price and removing high‑risk policies from cover.
Responsibilities
* Investigate and validate insurance policies flagged for potential fraud, ensuring accurate risk assessment and compliance with FCA regulations.
* Review and verify customer documents across various channels, identifying misrepresentation and ensuring policies meet customer needs.
* Handle inbound and outbound communications with customers, colleagues, and third parties, delivering excellent service and complaint resolution.
* Meet service level agreements and personal KPIs, taking ownership of your portfolio and contributing to team goals.
* Collaborate across departments, demonstrating professionalism, attention to detail, and a commitment to continuous personal development.
* Champion fair customer outcomes, challenging processes that fall short and ensuring all actions align with company values and regulatory standards.
As one of our colleagues, you’ll help drive our growth. In return, we’ll give you all the support, training and development you need: initial in‑house training on our products and systems, live calls alongside an experienced colleague, and regular, ongoing training tailored to your individual needs. You’ll receive plenty of recognition and rewards, and have the scope to voice ideas and put them into practice. There are also opportunities for secondments, or to become a coach.
Benefits
* Up to 5% annual discretionary bonus
* Hybrid working (1 day per week in the office, with the option to do more depending on your preference)
* A fantastic open‑plan modern office
* A relaxed, friendly & diverse working environment
* On‑site restaurant “Harry’s”, a wide range of breakfast and lunch choices, and an on‑site Costa coffee
* 25 days holiday plus bank holidays (with the option to buy and sell up to 5 days)
* Pension match up to 10% of your salary
* Life insurance (4× base salary)
* Discounted Hastings Direct products
* Discounts & cashback with well‑known retailers
* Tech scheme, cycle‑to‑work, health assessments, and a skin check – on completion of probation
* Refer‑a‑friend scheme – earn £500 for every friend you refer
* All the tech you need, including a brand‑new Microsoft Surface laptop
Employment Equality & Inclusion
As a Disability Confident employer we’re committed to ensuring our recruitment processes are fully inclusive. If you’re applying for a job with us you’ll have fair access to support and adjustments throughout your recruitment journey. At Hastings Direct, we’re committed to creating an inclusive environment where everyone has the opportunity to succeed. If you require reasonable adjustments during the recruitment process, please let us know – we’ll provide the support you need to ensure a fair and accessible experience for all.
Qualifications & Skills
* Analytical and data‑driven mindset with the ability to assess documents and identify risks using a methodical approach.
* Strong communication skills, including active listening, confident conversation management and clear written correspondence.
* Customer‑focused experience, ideally in target‑driven or contact‑centre environments, with an understanding of vulnerable customer needs.
* Organisational and time‑management skills, with the ability to prioritise tasks and meet deadlines in a dynamic setting.
* Confident using Microsoft Office and quick to learn new systems, with a flexible approach to evolving processes and tools.
* Aware of industry standards, including basic motor insurance knowledge, GDPR compliance and risk profiling.
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