Salary: £23,500 with excellent long-term progression opportunities to increase your base salary up to £26,500

Hybrid Working - You will work 37.5 hours a week. You’ll be working between the hours of 09:00 – 17:30 Monday to Friday. No weekends

Location: Our vibrant office is based in Leicester City Centre, right next to the train station.

Training: All training and equipment is provided

Role purpose:

You'll be one of our first lines of defence at Hastings for protecting the business against potential policy fraud by validating our customer policies and ensuring these hold the correct information that best suits their needs. You’ll be responsible for balancing a varied portfolio of customer policies and will validate these through a variety of different checks (directly with customers or by authenticating documents) and ensuring that any risk information is reviewed and if relevant, completed in a timely manner.

You’ll use a data-driven approach, effective conversation management plus cutting-edge application fraud tools to identify and treat deliberate and unintentional policy misrepresentation, ensuring customers are retained at the right price and that high-risk policies are removed from cover.

Accountabilities:

• Responsible for validating a portfolio of policies within agreed timeframes that have been identified as having application fraud indicators varying in complexity.
• Ensuring that any risk information is validated efficiently and accurately by reviewing information and documents received via various communication channels.
• Ensuring that policies meet customers’ needs and have the appropriate level of cover with the correct risk information to support good outcomes.
• Identifying and acting on deliberate and unintentional policy misrepresentation.
• Responsible for servicing inbound and outbound calls from customers, internal colleagues and external parties.
• Ensuring service level agreements are met on your portfolio of work and cases assigned to you.
• Reviewing received documents to ensure they are genuine and valid, taking appropriate action where necessary.
• Supporting customers with any complaints effectively, reaching good outcomes
• Demonstrate a keen eye for detail, excellent communication and interpersonal skills.
• Champion a collaborative approach with various colleagues & stakeholders throughout the organisation.
• Strive to exceed individual KPI’s and goals and take ownership of personal development.
• Getting it right for our colleagues and customers through ownership and adherence to internal and external policies, regulated procedures and FCA (Financial Conduct Authority) legislation whilst following our 4C’s values.
• Keeping the customer experience at the heart of everything we do, ensuring customers are always treated fairly and the right outcome is achieved.
• Ensure that you are meeting customers’ fair and reasonable expectations. Question and challenge peers and managers where processes and procedures do not meet these expectations and any activity that does not place customers’ interests at the heart of how we do business.
• Complete training as mandated by the company and regulated by the FCA.
• Ensure that you achieve and demonstrate levels of competence required to fulfil job requirements.
• Demonstrate professional behaviour whilst also respecting and valuing colleagues similarities and differences.
• Identification and support of vulnerable customers

Skills Knowledge & Experience:

• Demonstrate active listening to identify potentially deceptive behaviours
• Natural ability to lead conversations
• Excellent organisational skills with the ability to prioritise work and meet deadlines
• Competent IT skills with the ability to use systems necessary for the role, including the Microsoft Office Suite
• Strong written communication skills
• Experience working in a customer-facing environment
• Able to adapt to change & new ways of working

What can we offer you?

• Full 11 weeks of training with industry experts and friendly coaches 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
• You will work in a modern, open-plan office space with a games room that you can enjoy on your lunch break
• 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 per referral!
• Bonus up to 5% - Annual discretion
• Pension match (1:1) up to 10%
• Life insurance (4 x base salary)
• A brand new Microsoft Surface 4 laptop
• Discounted Hasting Direct products
• 25 days holiday and bank holidays equivalent (plus buy and sell up to 5 days)
• Potential annual company bonus earnings of 5% of your base salary
• Potential to earn extra money on top of your salary, by working overtime as per business needs
• Well-being programme as well as health care and dental cash plan
• Access to video consultations with a registered GP for you and your family
• Discounts & cashback with well-known retailers

Our straightforward process

• Click apply now to fill out our short application form, most of which you can auto-fill using your CV
• You will then receive a weblink via e-mail to our online assessment (normally received within six minutes) to our online assessment where you'll experience a realistic job preview that will show you exactly what it's like to be a part of #lifeatHD. In addition, through a number of tests, we'll assess to what extent your preferences, personality, and skills are a good fit for our contact centre
• The whole application process is smart phone enabled, just make sure you are in a quiet place somewhere you can concentrate

If you believe you require any reasonable adjustments in order to complete the

online assessment and/or interview process due to disabilities or health conditions, please contact the recruitment team at recruitmentteam@hastingsdirect.com prior to completing your application.

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.

Job posting end date: