Customer Advisor Motor Claims

Responsibilities

• Manage a portfolio of policyholder's write-off claims.
• Handle incoming calls from customers and external partners while also making outbound calls.
• Provide excellent customer service, empathy and understanding when our customers need us most, whilst ensuring clear expectations set and regular updates provided throughout the claims process.
• Maintaining accurate record keeping, reserves and a proactive diary system to ensure timely case reviews.
• What we're looking for in a Claims Customer Advisor
• Outstanding customer service, with excellent verbal and written communicational skills
• Strong active listening skills
• Strong negotiation skills
• Proactive in your approach to work
• Organisational skills with the ability to prioritise workload
• Natural ability to lead conversations and objection handle
• High attention to detail

Benefits

Additional Information

Customer Advisor Motor Claims - Write Off Join our dynamic Claims Team and help customers navigate total loss claims with empathy, expertise, and efficiency. Working Hours/ Shift Patterns: You will work 37.5 hours per week on a Monday to Friday rotational shift pattern between the hours of 09:00 - 17:30. Training: The core training lasts for the first 4 weeks in your role, this is delivered in person in our office. 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 always 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. Salary: The starting salary is £26,230, plus a comprehensive benefits package. Location: Our vibrant Leicester office is conveniently located in the city centre, just a short walk from the train station and easily accessible via major road routes. At Hastings Direct, we have a simple ambition - to be the best and biggest digital insurance provider in the UK. Our Customer teams play a huge role in that, speaking to thousands of customers every day, and delivering the high quality insurance service they deserve. Your role: You will be part of a busy and fast-paced department that is responsible for providing support to our customers who have been involved in a road traffic accident, regardless of fault. Your role will involve communicating with our customers through both verbal and written means, and discussing their options if their vehicle was been deemed a write-off. Our main objective is to get our customer back on the road as quickly as possible. As a motor claims handler, you will prioritise giving our customer a simple and straightforward journey by keeping customers updated throughout the lifecycle of their claim, proactively chasing updates from our repair suppliers. If the vehicle has been deemed a write-off, you will update our customers on the valuation of their vehicle. It's vital to communicate with confidence and precision from the outset to prevent any confusion and provide our customers with a seamless customer journey.

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