Claims Contact Centre Leader- Leicester

Leicestershire, Leicester
07 Sep 2017
05 Oct 2017
Hastings Direct
Call Centre
Contract Type
Full Time

Are you looking for an exciting Leadership career within Claims?

Hastings Direct is a fast growing, agile general insurance provider to the UK market, with over 2.2 million customers and employing over 2,700 colleagues at sites in Bexhill, Leicester and Newmarket.

We are seeking a Call Centre Leader to join our growing dynamic Claims Customer Service team. The role is based in our new Leicester City Centre Office.

This role is a great opportunity to make a real difference - it's varied, hands-on and practical with no two days the same. Ideally we are looking for someone with strong Leadership experience within a Call Centre environment.

As a Contact centre Leader in Claims Customer Service you would be responsible for leading and developing our contact centre and its colleagues to deliver excellent customer service to Hastings Directs customers.


  • Ensuring customer queries are resolved without onward referral, with a first time customer resolution rate of 80% +
  • Identify opportunities to remove call failure demand leading to a Call: Claim ratio of less than 3.3
  • Minimise customer effort and maximise customer net promoter scores with a GOS of 70%:30 secs, a customer effort score of 70%+ and a NPS of 35+
  • Claims management accuracy with quality scores of 95%+, reserving accuracy of 100% and leakage on the AD peril of 0%
  • Accountable for leading and engaging a large element of the claims operation with circa 8 direct reports and 100 FTE

In order to excel in this role, you will need to be able to:

  • Grow people and grow performance-maximize the performance of the contact centre against individual, site and business objectives through effective performance management and engagement.
  • Make the difference for colleagues & customers- implement strategies within the contact centre that support delivery of excellent service to customers and keeping us ahead of the competition.
  • Know our business and our industry-have leadership experience within a contact centre environment.
  • Deliver the essentials in a balanced way- ensure service delivery in the contact centre meets the needs of our customers.

We are offering a competitive starting salary with additional benefits to include: a car allowance, 25 days holiday, up to 10% company bonus, discounts off Hastings Direct products, a company pension scheme and exclusive Hastings Direct Rewards. If you are passionate about working with people and have the drive to succeed, then we want to hear from you!