Overview
Join to apply for the Customer Resolutions Specialist role at Hastings Direct.
This range is provided by Hastings Direct. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Customer Resolutions Specialist - Leicester
Location: Leicester city centre (short walk from the train station).
Working Hours / Shift Patterns
Monday to Friday 9:00 – 17:30
Salary
The starting salary is £29,500 plus benefits. There is then an opportunity to increase salary depending on new upskills learnt and developed within the team. This can only be achieved through personal development and learning new areas of the business and is not a guaranteed increase.
Training
The core in-office training will run for the first 6 weeks, followed by 1 week of Complaints training. You will be in the office for the first 7 weeks before moving into your team, which uses a hybrid approach to working.
Our approach to Hybrid Working
With hybrid working, you have more flexibility, as you usually only have to visit our office once a week and work remotely for the rest of the time. You can usually opt to work from the office more frequently if that suits you better. When we organise training and events you may be required to attend in person for the duration.
Your Role
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 always deliver exceptional customer service and ensure that all customers receive a great experience.
What you'll be doing
* Consistently achieve all targets in line with the Key Performance Indicators for the department
* Work as part of a dedicated complaint handling team to ensure effective working relationships are built and maintained
* 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 customer
* Conduct a sufficiently detailed and documented investigation for each complaint ensuring that each point raised by your 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
About You
We are searching for candidates that have experience working in a FCA regulated environment dealing with motor claims or complaint customer interactions.
* Experience in delivering quality customer outcomes
* Excellent Communication skills - written and verbal
* Time management skills and a passion for problem solving
* Resilience, persuasiveness and customer centricity.
Why become a part of the Hastings Direct family
* Full training with industry experts and friendly peers guiding you throughout your career with Hastings. We also use a buddying system once training is complete, so there will always be someone to guide you
* Up to 5% annual discretionary Bonus
* We promote a relaxed, friendly & diverse working environment
* Career stepping stones, we love investing and progressing our people by helping them hit their career goals and gain professional qualifications
* 'Harrys' - a great onsite restaurant, with a wide range of choice from breakfast time to dinner time & an on-site Costa coffee
* Refer a friend scheme - earn £500 for every friend you refer
* We will provide you with all the tech that you need! Including a brand-new Microsoft Surface laptop
* 25 days holiday and bank holidays equivalent (plus buy and sell up to 5 days)
Disability & Equal Opportunity
As a Disability Confident employer, we're committed to ensuring our recruitment processes are fully inclusive. For this position, we're unable to accept Disability Confident Scheme (DCS) applications due to extremely high volumes. We provide online assessments with adjustments available case-by-case. For more information on the DCS, please visit our inclusive page on the careers site.
Hastings Group is an equal opportunities employer. 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. Our recruitment process includes credit and criminal record checks.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Customer Service
Industries
* Insurance
Referral increases your chances of interviewing at Hastings Direct by 2x
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