Customer Advisor – Motor Claims Write-Off

Start date: 23 November

Join our dynamic Claims Team  where you’ll be able to make a difference to our customers when they have a car accident 

In this role, you’ll support customers whose vehicle has been written off. You’ll provide clear guidance, genuine empathy and practical support, helping them understand what happens next with their claim.

Working hours and shift pattern: 37.5 hours per week, Monday to Friday, on a rotational shift pattern between 09:00 and 17:30.

Training: Your core training lasts for the first four weeks and is delivered face to face in our office. You’ll learn the technical side of the role with support from experienced trainers, coaches and colleagues.

Our approach to hybrid working: Once you’re ready to move to hybrid working, you’ll usually visit the office once a week and work remotely for the rest of the time. You can choose to work from the office more often if that suits you. You may also need to attend the office for training and events.

Salary: £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 and Claims teams play a huge part in that, supporting thousands of customers every day and delivering the high-quality insurance service they deserve.

Your role

You’ll be part of a busy, fast-paced Motor Claims department, supporting customers after a road traffic accident, regardless of fault. You’ll manage write-off claims from confirmation through to settlement, explaining vehicle valuations and next steps in a clear, straightforward way.

For many customers, losing their vehicle can be stressful. You’ll take ownership of their journey, listen to what matters to them and keep the claim moving. You’ll confirm the total loss, arrange settlement with the policyholder and organise disposal of the vehicle, while working with colleagues and external partners to resolve any issues.

You don’t need previous insurance experience – we’ll teach you the technical side. What matters most is that you can build trust, stay calm during challenging conversations and combine empathy with confident decision-making.

What you’ll do

• Manage your own portfolio of policyholders’ motor write-off claims from confirmation through to settlement.
• Explain why a vehicle has been declared a total loss, talk customers through its valuation and make the next steps easy to understand.
• Handle incoming calls from customers and external partners, as well as making proactive outbound calls to keep claims moving.
• Set clear expectations and provide regular updates, especially when a customer is without a vehicle or needs extra support.
• Arrange settlements with policyholders and coordinate the disposal of written-off vehicles.
• Listen carefully, handle questions or objections confidently and support customers who may disagree with a valuation.
• Maintain accurate records, reserves and a proactive diary system so every claim is reviewed at the right time.

What we’re looking for

You’ll thrive in this role if you enjoy helping people, can take ownership and are comfortable balancing several priorities. We’d love you to bring:

• Outstanding customer service and strong verbal and written communication skills.
• Empathy, patience and active listening, particularly when customers are dealing with an upsetting or uncertain situation.
• The confidence to lead conversations, negotiate and handle objections fairly.
• A proactive approach and the resilience to stay composed in a fast-paced environment.
• Strong organisation and the ability to prioritise your workload.
• High attention to detail and confidence using multiple systems while speaking with customers.

What we offer

Join us and you’ll 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.

You’ll be helping to drive our growth, so in return we’ll give you the support, training and development you need. You’ll also have plenty of recognition and rewards, along with the opportunity to share your ideas and put them into practice.

Why join the Hastings Direct family?

• Full training from industry experts and friendly coaches, plus a buddy once training is complete.
• Up to 5% annual discretionary bonus.
• A relaxed, friendly and diverse working environment.
• Clear career stepping stones, support to reach your goals and opportunities to gain professional qualifications.
• Harry’s, our onsite restaurant, offering a wide choice from breakfast through to dinner, plus an onsite Costa Coffee.
• Refer a friend scheme – earn £500 for every friend you refer.
• All the technology you need, including a Microsoft Surface laptop.
• 25 days’ holiday plus the bank holiday equivalent, with the option to buy or sell up to five days.

As a Disability Confident employer, we’re committed to making our recruitment process inclusive and giving every applicant fair access to support and adjustments.

For this position, we’re regrettably unable to accept applications through the Disability Confident Scheme due to the extremely high volume of applications we receive. Instead, all candidates will have the opportunity to complete first-stage online exercises, with adjustments available on a case-by-case basis.

If you require any reasonable adjustments during the assessment process, please contact the recruitment team at [email protected] before starting any assessments so that your needs can be considered.

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, we’re 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.

Job posting end date: