Customer Resolutions Specialist – Claims

About the role

Join Hastings Insurance Services Limited as a Customer Resolutions Specialist focused on claims. Based near the seafront in Bexhill‑on‑Sea, you will work primarily from home with one day a week in the office, delivering high‑quality complaint investigations and resolutions for our insurance customers.

Key responsibilities

• Investigate and resolve customer complaints in line with company policies and regulatory requirements.
• Maintain detailed, documented investigations and ensure every issue raised is fully addressed.
• Achieve departmental KPIs and targets while providing a positive first response across all contact channels.
• Collaborate with the dedicated complaints team to build effective working relationships.
• Identify root causes of complaints and contribute to improvement actions.

Required profile

• Strong people skills with a focus on delivering exceptional customer experience.
• Ability to take ownership of complaints from receipt to resolution.
• Attention to detail and ability to document investigations thoroughly.
• Commitment to adhering to company policies, procedures, and regulatory standards.

Required skills

What we offer

• Starting salary of £30,700 per year plus benefits.
• Hybrid working model – one day in the office, the rest remote.
• Four weeks of core in‑office training followed by three weeks of specialised complaints training.
• Opportunities for personal development and career progression within the team.