Home Claims Team Leader

Hastings Direct

Home Claims Team Leader leading home claims handlers and outsourced partners for Hastings Direct, a UK digital insurance provider. Ensuring claims quality, coaching, audits, payments, and team performance.

Posted 9/4/2026full-timeLeicester • 🇬🇧 United KingdomSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and coaching capabilities in managing a team of Home Claims handlers, ensuring high-quality claims processing and adherence to departmental SLAs. Proven experience in setting objectives, conducting audits, and overseeing technical referrals within a claims environment.

Highest-signal resume keywords

Leadership ExperienceClaims Handling ExpertiseCoaching and DevelopmentObjective Setting and ManagementTechnical Referral Oversight

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Claims HandlingObjective ManagementPDR ConductingPayment AuthorizationColleague AuditsTechnical Referrals

Soft Skills

Team MotivationEffective CommunicationCoaching SkillsCustomer Focus

Certifications & Qualifications

Credit CheckCriminal Record Check

Industry Keywords

Home ClaimsCall Centre EnvironmentClaims Quality Assurance

About the role

Key responsibilities & impact

Lead a team of Home Claims handlers
Maintain overall claims-handling quality within Hastings Direct and through outsourced partners
Support the goal of becoming a market-leading home claims handling function
Set and manage annual and monthly objectives
Provide coaching and development plans to support progression
Ensure annual PDRs are conducted
Authorise payments in line with departmental SLAs
Conduct regular monthly audits on colleagues
Oversee guidance and advice relating to technical referrals
Engage and motivate the team
Deliver effective meetings when required
Support claims-handling quality internally and with outsourced partners

Requirements

What you’ll need

Demonstrable experience supporting a market-leading home claims handling function
Experience setting and managing annual and monthly objectives
Experience providing coaching and development plans
Experience conducting annual PDRs
Experience ensuring payments are authorised in line with departmental SLAs
Experience conducting regular monthly colleague audits
Experience overseeing technical referrals
Excellent leadership experience in a call centre environment
Claims background; home claims highly desirable
Strong customer and colleague focus
Excellent communication and coaching skills
Must be able to complete credit and criminal record checks as part of the referencing process
Sponsorship is not available for this role

Benefits

Comp & perks

Flexible hybrid working approach
Competitive bonus scheme; annual 4Cs performance bonus
Life assurance cover of 4x salary
Income protection at no extra cost
Matched pension contributions up to 10%
Discounts and cashback
Free independent mortgage advice
Free access to financial wellbeing support
Thrive mental health app
24/7 colleague assistance programme
In-house mental health first aiders
Support groups and dedicated mental wellbeing team
25 days annual leave plus bank holidays
Option to buy or sell one week of annual leave
Health care cashback plans
Dental plans
Discounted health assessments
Cycle to work scheme
Tech schemes
Discounted and free onsite facilities
Social events throughout the year
Support, training and development