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Telematics First Responder


Contract typePermanent Full Time


Telematics First Responder

An exciting opportunity has arisen in our Claims department for a Telematics First Responder. You will guard, react and engage with our customers using telematics to improve driver behaviour, as well as strengthen our critical first reaction to incidents. 

The Role

Our Telematics First Responder will use data and technology to lead in pro-active customer engagement, combining unique conversational management techniques with bespoke incident and behavioural models. You will specialise in telematics claims handling, providing exceptional customer service and understanding to help deliver the teams vision “To save lives and inspire safer driving”.


Your remit will include the following:

·         Accurately investigate and analyse driving behavioural data

·         Contact customers through outbound telephone calls to have meaningful conversations based

·         Proactively outbound call third party claimants following a fault claim with the view of offering our claims services

·         Respond immediately to accident alerts generated by potential crashes, contacting the customer or emergency services in certain scenarios to ensure they receive the right assistance

·         Investigate and analyse telematics data from crashes to determine liability and help validate claims

·         Make cost critical decisions on claim outcome and settlement, referring when required.

·         Negotiate successfully with third parties and representatives in support of the recoveries process


 Experience required:

·         Customer service experience

·         Working as part of a team

Personal Attributes:

·         Self-motivated

·         Strong verbal and written communication skills

·         Influencing skills

·         Problem solving skills

·         Negotiation skills

·         Computer skills

·         Resilience

 Benefits for you:

    Competitive basic salary which we will share with you upon shortlisting, but do feel free to email the Recruitment team for more details in advance of your application –


·        Up to 5% bonus earning potential


·        25 days holiday


·        Life assurance


·        Competitive pension


·        Flexible benefits – buy or sell holidays


·        Discounted Hastings Direct products


·        A friendly, dynamic and flexible environment with a test-and-learn culture


·        Structured career path that rewards achievements and solid performance


About us

Hastings Group, a FTSE 250 listed entity, is a fast growing, agile, digitally focused general insurance provider of products and services to over 2.6 million customers in the UK, employing over 3,000 colleagues. The Group comprises two trading entities; Hastings Insurance Services Limited (trading as “Hastings Direct”), a UK retail intermediary, and Advantage Insurance Company Limited, a Gibraltar based insurance underwriter.



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.



Conquest House,
Collington Avenue,
TN39 3LW
About Bexhill-on-Sea

Glassdoor 3.6

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.

Indeed 3.6

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.