Lead Auditor - Home Claims

Job Title: Lead Auditor - Home Claims

Location: Leicester, London or Bexhill (all hybrid - with excellent flexibility offered for the right person)

Welcome to Hastings Direct

We’re a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We’ve made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We’re proud of the journey we’re on as a company and know that our continued success will rely on the contribution of our talented colleagues.

We provide insurance for over four million customers, but we know there’s even bigger opportunity out there. The fact you’re now reading this job advert means we’ve tempted you to find out more about #lifeatHD – we really hope you like what you see, and you’ll join us to share in the success of the exciting chapter that lies ahead.

We understand some people may not apply for jobs unless they feel they tick every box. If you’re excited about joining us and think you have some of what we’re looking for, even if you’re not 100% sure we would love to hear from you.

Role overview

This role combines both operational leadership and technical claims audit experience. You’ll lead, motivate and develop a team of Home Claims Auditors, ensuring the delivery of a robust and effective Audit function against business objectives. The role will also include completion of audits, operationally and externally, to enable Hastings to have assurance on the level of performance across Home Claims.

Job details – you’ll need to have demonstrable experience in:

• Leading a group of colleagues to ensure successful outcomes are achieved, that delivery is maintained against schedules/SLA’s and ensuring all 121’s, team meetings and PDR’s are completed

• Developing a complete understand of all internal and supplier claims processes, new commercial initiatives, best practices and understanding the impact of inefficient processes or poor outcomes on the customer journey, leakage, other financials and fraud

• Designing and developing relevant, effective audit approaches – capturing mechanisms which are flexible in nature to accommodate our changing business needs and allowing us to capture, monitor and measure performance

• Managing relationships with senior stakeholders within each Supplier, ensuring scoping, attendance, agendas and feedback is delivered effectively and completing and managing both on-site and remote risk-based audits across the suppliers

• Working with commercial teams, operational management and wider Claims leadership to effectively identify remedial actions, tracking and monitoring delivery and taking appropriate steps to deliver the financial benefits in line with objectives

• Managing root cause analysis for all, including systems and controls and complaints (including FOS) and recommending improvements that support the goal of reducing justified complaints, increasing renewal retention and complying with FCA regulations

Essential skills/experience:

• Strong audit experience, ideally within the external supplier space, in a regulated environment such as insurance or financial services

• Proven leadership experience – able to showcase strong coaching skills and team development

• Strong analytical skills and problem-solving skills – able to interpret MI to identify areas of risk and opportunity and showcase how to ‘fix’ the issues with a proactive approach

• Knowledge of home/household claims in an insurance setting is advantageous

The interview process

Our interview process involves the below:

• Recruiter screening call

• 1st stage interview with hiring leader

• 2nd interview with hiring leaders' leader

As a Disability Confident employer, we’re committed to ensuring our recruitment processes are fully inclusive – what this means to you is if you’re applying for a job with us, you’ll have fair access to support and adjustments throughout your recruitment journey. We also welcome applications through the Disability Confident Scheme (DCS). For more information on the DCS, please visit our inclusive business page on our career's website.

Regrettably we are unable to offer sponsorship for this role.

Benefits: in addition to a competitive salary and £5k car allowance you will also receive…

Flexible working – we champion a flexible hybrid working approach – please speak to your recruiter to discuss in more detail

Competitive bonus scheme - all colleagues are eligible for our annual 4Cs performance bonus

Physical wellbeing – as a Band 4 colleague, Hastings pay for you to receive private medical Insurance (also known as PMI). This gives you flexibility and convenience to see a specialist or consultant and allows you to decide when and where you will be seen

Financial wellbeing – as well as providing you with 4x your salary with our life assurance cover, income protection at no extra cost, and matched pension contributions up to 10%, we are proud to provide you with an award winning package which includes – discounts, cashback, free independent mortgage advice and free access to financial wellbeing support

Mental wellbeing programme – we have the thrive mental health app, our colleague assistance programme available 24/7, our own in-house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs

There's more! – 27 days annual leave + bank holidays, with the option to buy or sell one of your weeks, access to our health care cash back plans, dental plans, discounted health assessments, Cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more ….

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. As one of our colleagues, you’ll be helping to drive our growth, so in return, we’ll give you all the support, training and development you need. Our 4Cs principles are simple: we believe by creating the right culture for our colleagues and giving them the right tools to do their job, we’ll deliver good outcomes for every customer, helping us to grow the company profitably and sustainably and allowing us to invest in the communities we serve.

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: