Your mobile application

You may find making an application much easier from a desktop computer. So why not forward yourself a link to this vacancy to pick up and apply on a desktop or laptop later. Alternatively you can send the link to someone you think would be suitable for the role.

Send link Apply anyway

Claims Team Leader (Maternity Cover)


Contract typeFixed Term Full Time


Hastings Direct, Claims Team Leader (Maternity Cover)

We are looking for a Claims Team Leader to join our: Claims Department, based in our Leicester office.
Responsible for managing a team of Claims Handlers.

The Role
·To ensure delivery of our Grade of Service goal but ensuring long and short term absence is well managed, schedule adherence is well controlled and we operate with a proactive mind-set.
·Conduct monthly One to One performance reviews including Personal Development Plan discussions
·Spend 80% of your time coaching and developing your colleagues through side by side coaching, team huddles and meetings, performance improvement plans and on the job training
·Manage complaints in line with our internal complaints procedure ensuring that resolution rates are over achieved.
·Ensure that your team over achieves on all Customer Service / Quality / Customer Satisfaction measures through effective coaching and feedback.
·Auditing calls and claims to ensure that your colleagues are registering the claims correctly and also progressing claims properly including accurate Liability decisions and reserving.
·Ensure that you (and any direct reports) are meeting customers’ fair and reasonable expectations and provide fair outcomes. Question and challenge peers and managers where processes and procedures do not meet these expectations and any activity that does not place customers’ interests at the heart of how we do business.
·Complete training as mandated by the company and regulated by the FCA.
·Ensure that self and direct reports achieve and demonstrate levels of competence required to fulfil job requirements



This list is neither exclusive nor exhaustive and there may be other duties, within the remit of this position, required of the job holder from time to time.  The Company reserves the right to alter this job description and will do so after consultation with the job holder.


We’re looking for someone who has:
·Experience in leading a high performing contact centre team
·Exceptional communication and interpersonal skills
·A keen eye for detail
·Proven success through effective coaching and developing
·World Class Customer Service Skills
·Confident in delivering the good news and the not so good news
·Being open minded and embracing change in a fast moving environment
·Bringing the best out of people through inspirational leadership
·Motor Insurance Claims (Desirable)

About us

Hastings Direct is a fast growing, agile, digitally focused general insurance provider of products and services to over 2.7 million customers in the UK. We've significantly grown our customer base over the last three years and we now employ over 3,400 colleagues.

It's our attitude and the way we run our business that makes us different. We focus on getting it right for our colleagues, customers, company and community. It's a dynamic, flexible, fun and constantly changing environment. You'll enjoy the scope to make a real difference for our customers, influence our company, benefit the communities we work in and have some fun along the way.

Benefits for you

Please find some of the great benefits we offer here at Hastings Direct;

  • Competitive basic salary
  • Up to 5% bonus earning potential
  • 25 days holiday plus bank holidays
  • Life assurance
  • Competitive pension
  • Flexible benefits – buy or sell holidays
  • Discounted Hastings Direct products
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-


1st Floor
1 St George's Way
About Leicester


The shifts in customer service teams are quite colleague friendly. There is free tea and coffee in the call centre, and a subsidised Costa Coffee and canteen. There are lots of incentives to earn more, and a decent social life.

It has a really positive environment with everyone who works there being very helpful. The managers really do go out of their way to assist you. There are a lot of benefits and rewards at Hastings Direct which if you are doing well are quite easy to achieve.

There is a well-rounded approach to the wellbeing of all colleagues, including an inclusive approach to wellbeing activities. Hastings Direct aims to roundly develop colleagues and set them up for future careers within the company.

There is a wonderful work environment, with a strong sense of team work which purveys throughout the business. And there is a sense of friendly competition which works to heighten this.


As an employer, Hastings Direct offers a lot of company benefits to all employees which are fantastic and I feel this is quite unique. The company culture is inclusive and encourages everyone to participate in local causes.

All employees are well looked after, respected and recognised for the hard work we do for the company. It is a great experience to be working with such amazing team. It much easier for me to balance my work and personal life.

It’s a great place to work with amazing benefits, support and colleagues. Lots of hands on support. Amazing rewards for achieving targets and also plenty of time to get together as a team outside of work and bond with your colleagues.

The company culture, management structure and general atmosphere is really good. The share scheme and Hastings Direct rewards are also fantastic for staff.