Subsidence Engineer

About the role

Job Title: Subsidence Engineer Location: Leicester or Bexhill (Hybrid) Welcome to Hastings Direct We're a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We've made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We're proud of the journey we're on as a company and know that our continued success will rely on the contribution of our talented colleagues. We provide insurance for over four million customers, but we know there's even bigger opportunity out there. The fact you're now reading this job advert means we've tempted you to find out more about #lifeatHD - we really hope you like what you see, and you'll join us to share in the success of the exciting chapter that lies ahead. We understand some people may not apply for jobs unless they feel they tick every box. If you're excited about joining us and think you have some of what we're looking for, even if you're not 100% sure we would love to hear from you. Role overview As our new Subsidence Engineer, you'll lead technical decision-making and team capability across domestic subsidence and ground movement claims ensuring claims are investigated, validated and resolved fairly, accurately and commercially. You'll act as the technical authority for subsidence claims, supporting effective claim strategy, supplier challenges, clear customer communications and continuous improvement across the Home Claims function. Job details - you'll need to have demonstrable experience in: Team Leadership and Performance - leading, coaching and developing a team of subsidence claims handlers, allocating work, monitoring workloads, building technical confidence and ensuring claims progress within agreed SLA's and operational targets, acting as an escalation/technical referral point for complex, high value, sensitive or disputed claims Using one-to ones, case clinics and performance conversations to support colleague development and improve claims outcomes Technical Claims Management - providing expert guidance on subsidence, heave, landslip, drainage related damage, tree related movement and any other structural movement claims, reviewing technical evidence and setting and challenging the claims strategy on liability, proximate cause, mitigation, repair scope, settlement, repudiation and reinstatement. Ensuring repair scopes, schedules, estimates and settlements are technically appropriate, proportionate and commercial controlled Supplier and Stakeholder Management - overseeing the appointment, instruction and performance of external specialists (such as adjusters, engineers, contractors and repair networks) and ensure suppliers are providing clear and evidence-based recommendations that support robust claim decisions and customer communications, challenging supplier recommendations where required Customers, Quality and Compliance - ensuring customers receive clear, empathetic and timely communication, especially on complex, long running, declined or disputed claims. Using audits, quality reviews, complaint insights and root cause analysis to identify risks, trends, training needs and improvement opportunities - maintaining accurate file records Service Delivery - balancing customer experience, technical accuracy, indemnity control and timely resolution across the subsidence claims portfolio, monitoring claim lifecycles, outstanding actions, reserves, supplier performance and settlement activity. Essential skills/experience: Appropriate professional building qualification or equivalent relevant experience Strong knowledge of subsidence engineering, building surveying, repair methodology, site investigation, monitoring, drainage investigation, arboriculture evidence and building pathology Detailed understanding of domestical structural defects including cracking, distortion, foundation movement, drainage-related damage, tree-related movement, heavy, landslip and any other ground movement Ability to diagnose likely cause of damage through the use of photographs, reports, survey findings, investigation results, monitoring data and repair recommendations Strong knowledge of policy liability, proximate cause, indemnity, exclusions, delegated authority, reserving, settlement options and customer outcome requirements Strong decision-making and problem-solving skills combined with excellent stakeholder management skills - able to challenge and influence and explain technical details in plain language The interview process Our interview process involves the below: Recruiter intro/screening call 1st stage interview with hiring leader (Technical Claims Manager) 2nd interview with one of our senior leaders As a Disability Confident employer, we're committed to ensuring our recruitment processes are fully inclusive - what this means to you is if you're applying for a job with us, you'll have fair access to support and adjustments throughout your recru

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