Claims Communications Executive

Claims Communications Executive

Bexhill or Leicester - hybrid one day per week on site

Welcome to Hastings Direct From our Group HR Director Pam Angel

Were a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. Weve made huge investments in our data and tech capabilities over the past few years along with nurturing our 4Cs culture. Were proud of the journey were on as a company and know that our continued success will rely on the contribution of our talented colleagues.

We provide insurance for over three million customers but we know theres even bigger opportunity out there. The fact youre now reading this job advert means weve tempted you to find out more about #lifeatHD we really hope you like what you see and youll 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 youre excited about joining us and think you have some of what were looking for even if youre not 100% sure we would love to hear from you.

Role overview

At Hastings Direct we are undertaking a Claims Transformation that aims to radically change the way customers notify us of an accident and then manage their claim through its lifecycle. Communicating with customers to guide them through the Claims process and create an integrated experience with our Mobile App My Account and Operational Teams is a critical component of our mission to make Claims simple and straightforward.

We are seeking a skilled and detail-oriented Customer Communications Executive to join the Transactional Comms team as part of the wider Marketing Team where you will play a crucial role in facilitating effective communication between our company and our customers.

This opportunity is for a 12-month fixed term contract lasting the duration of the ongoing transformation project.

Job details

• Your primary responsibility will be to ensure relevant and timely customer communications are sent during their claims journey are sent across a blend of channels including email text message digital notifications and printed letters where applicable.
• In order to do this you will collaborate with cross-functional teams including Claims Subject Matter Experts (SMEs) Compliance Legal and customer service representatives to gather information (customer pain points complaints identified improvements) and document communication requirements needed.
• You will also work with the relevant Claims process lead to review an As-Is and To-Be process map and uncover the answers to the following questions: why what how when and to whom the communications are/should be generated (to) to create a great Hastings Direct customer experience as well as good customer outcomes.
• Along this journey there will be the opportunity to identify areas of improvement and develop strategies to streamline transactional communication workflows.
• The responsibilities will be varied and may also evolve over time. Whether that means reviewing our live outputs updating our Technical Specifications or contributing to the overall project plans.

Essential skills/experience:

• Excellent written and verbal communication skills with a keen eye for detail
• strong organisational and time management abilities with the capacity to handle multiple tasks simultaneously while meeting deadlines.
• Exceptional interpersonal skills to effectively collaborate with cross-functional teams and build positive and trusted relationships with key stakeholders.
• Analytical thinking and problem-solving capabilities to identify process and communications gaps and propose effective solutions.
• Proficiency in creating clear concise and logical communications content (not design); understanding when to leverage the most appropriate delivery channel for that customer audience.
• Ideally we would like some experience in the insurance industry (ideally Claims). However experience in a highly regulated industry is a good substitute.

The interview process

Our interview process involves the below:

• 1st stage interview with hiring leader

• 2nd stage with hiring leader and peer.

As a Disability Confident employer were committed to ensuring our recruitment processes are fully inclusive what this means to you is if youre applying for a job with us youll have fair access to support and adjustments throughout your recruitment journey. We also welcome applications through the Disability Confident Scheme (DCS).For more information on the DCS please visit our inclusive business page on our careers website

Benefits: In addition to a competitive salary you will also receive

Flexible working we champion a flexible hybrid working approach please speak to your recruiter to discuss in more detail

Competitive bonus scheme- all colleagues are eligible for our annual 4Cs performance bonus

Financial wellbeing as well as providing you with 4x your salary with our life assurance cover income protection at no extra cost and matched pension contributions up to 10% we are proud to provide you with an award winning package which includes discounts cashback free independent mortgage advice and free access to financial wellbeing support

Mental wellbeing programme we have the thrive mental health app our colleague assistance programme available 24/7 our own in-house mental health first aiders support groups and a dedicated team to make sure we are covering your needs

Theres more! 25 days annual leave bank holidays with the option to buy or sell one of your weeks access to our health care cash back plans dental plans discounted health assessments Cycle to work and tech schemes discounted and free onsite facilities social events throughout the year and much more .

Join us and youll find a different way of doing things. We call it the 4Cs. We focus on getting it right for our colleagues customers company and community. As one of our colleagues youll be helping to drive our growth so in return well give you all the support training and development you need. Our 4Cs principles are simple: we believe by creating the right culture for our colleagues and giving them the right tools to do their job well deliver good outcomes for every customer helping us to grow the company profitably and sustainably and allowing us to invest in the communities we serve.

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.

At Hastings Direct were committed to creating an inclusive environment where everyone has the opportunity to succeed. If you require any reasonable adjustments during the recruitment process we encourage you to be open with us. Our recruitment team is here to provide the support you need to ensure a fair and accessible experience for all.

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