Recovery Negotiator

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Recovery Negotiator Are you ready to kickstart a rewarding career in insurance? Join our vibrant Claims Recoveries team, where you'll play a key role in supporting our Recovery department. Whether you're new to claims or recovery work, we've got you covered with full training to help you succeed. If you bring strong administrative skills, excellent communication abilities, and a background in customer service especially in phone or web chat environments this role could be the perfect fit for you! Working Hours/ Shift Patterns: You will work 37.5 hours per week on a Monday to Friday 09:00 - 17:30. 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 £28,800, with opportunity for progression. Location: Our fantastic Bexhill office, which is next to the seafront, and only a short walk from Collington station. At Hastings Direct, we have a simple ambition - to be the best and biggest digital insurance provider in the UK. Our customer teams communicate with thousands of customers daily through various channels and delivering the high-quality insurance service they deserve. Role Purpose: Your main responsibility will be to manage a portfolio of non-fault claims after a road traffic accident. You will focus on recovering our costs from the responsible party, including third-party insurers, policyholders, and suppliers. Your duties will include setting clear expectations, providing regular updates to stakeholders, collecting evidence, and actively advancing claims to ensure they are closed as non-fault, thus preserving our customer's no-claims discount. As you progress through our competency frame levels, you will take on more responsibility, including handling a wider range of claims such as foreign claims, withdrawn indemnity, bodily injury, credit hire, fraud, dual insurance, and more. What will you be doing? Communicate effectively with policyholders and stakeholders via phone, written correspondence, and webchat to provide updates and resolve claims. Assess and validate claims , ensuring policy coverage, setting accurate reserves, and processing payments in line with procedures. Manage claims proactively using diary systems, handling scheme claims within agreed terms, and escalating suspected fraud appropriately. Investigate liability and make informed decisions on claim outcomes, including admissions or disputes. Handle challenging conversations and complaints with professionalism and empathy, maintaining high service standards. Work towards individual and team KPIs , contributing to overall business performance and continuous improvement. What are we looking for? Previous claims or recovery experience is advantageous, but full training will be provided. Strong customer service skills with a background in telephony-based roles. Excellent attention to detail and accurate data entry capabilities. Solid administrative skills with a proactive and organized approach to work. Good IT proficiency, particularly in Microsoft Excel, Word, and Access. Proven problem-solving ability and a track record of delivering results.

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