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Job Title: Senior Complaints Operations Leader Location: Leicester or Bexhill (Hybrid)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 As Senior Complaints Operations Leader, you’ll be responsible for leading a large-scale complaints operation across Retail Insurance and Claims, with accountability for delivering fair customer outcomes, meeting regulatory requirements, driving operational performance and creating a culture of continuous improvement.As a key member within our Complaints Leadership Team, you’ll shape complaint strategies, influence broader business improvements and work closely with Claims, Customer Operations, Risk, Compliance and Learning & Development to reduce complaint demand and improve customer experience.Job details – you’ll need to have demonstrable experience in: Operational Leadership – leading and developing a team of Operational Leaders responsible for complaint handling operations, creating a high-performing culture focused on accountability, customer outcomes and employee engagement, ensuring effective resource planning and operational capacity management and delivering against complaint volume, productivity, quality and customer outcome targetsCustomer and Regulatory Outcomes – ensuring complaints are handled fairly, consistently and in line with FCA DISP requirements and Consumer Duty expectations, driving improvements in complaint resolution at the earliest possible stages, reducing complaint cycle times and increasing first touch resolution opportunities and maintaining robust governance and controls, acting as an escalation point for complex, high-risk and high-profile complaintsInsurance and Claims Expertise – providing senior operational leadership across both Retail Insurance and Claims complaints, using deep understanding of policy administration, underwriting, customer servicing and claims journeys to identify root causes, partnering with Claims and Operational teams to address recurring customer pain points and supporting business-wide initiatives to improve claim and service experiences that generate complaint volumesPerformance Management – owning the delivery of operational KPI’s including complaint volumes, resolution times, ombudsman overturn rates, customer outcomes, quality measures, employee engagement, cost efficiency and presenting business performance insights and recommendations to senior stakeholders and executive audiencesContinuous Improvement – challenging existing processes and identifying opportunities for automation, digitisation and simplification, leading transformation initiatives to increase efficiency while maintaining customer outcomes and supporting the implementation of new technologies/complaint handling capabilitiesStakeholder Management – building strong partnerships, representing complaints within governance forums and strategic business initiatives and supporting executive reporting and regulatory engagement where requiredEssential skills/experience: Significant operational leadership experience within complaints, customer operations, claims operations or conduct-focused environments with a strong understanding of customer journeysProven experience of managing senior operational leaders, with large spans of control and leading operational teams through multiple management layers – with exceptional coaching capabilityStrong understanding of FCA complaint handling requirements and Consumer dutyTrack record of leading change, transformation and continuous improvement programmes, with experience of using MI, data and insight to drive decision makingStrong understanding of Retail Insurance products and Claims knowledge across one or more insurance linesThe interview processRecruiter intro/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 careers 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:SummaryLocation: Leicester; BexhillType: Full time

Job Title: Contact Centre Leader - Complaints Location: Leicester or BexhillWelcome 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 As our Contact Centre Leader in Complaints, you’ll lead a high-performing insurance complaints operation, managing a team of Leaders, who in turn lead complaint handling teams that are focused on delivering fair, timely and customer-focused complaint resolution. You’ll be a visible and influential leader, working closely with senior stakeholders across Operations, Risk, Compliance, Quality Assurance and Customer Experience to drive service excellence and identifying opportunities for business improvement.This is a key leadership role for someone who can balance customer outcomes, regulatory compliance, operational efficiency and colleague engagement. You’ll create a culture of ownership, accountability and continuous improvement, ensuring customers receive the right outcomes.Job details – you’ll need to have demonstrable experience in: Leading, coaching and developing your Team Leaders within the Complaints operation, supporting them in managing performance, capability and overall colleague development – championing employee engagement and building a positive, high-performing cultureDelivering strong operational performance across complaint volumes, quality, customer outcomes and service level commitmentsDriving a culture focused on customer fairness, root cause analysis and continuous improvement, by using MI and performance data to identify trends, opportunities and risksTaking ownership of resource planning, capacity management and operational deliveryLeading operational change initiatives and implementing process improvements, providing regular updates and insight to senior stakeholders on operational performance and emerging complaint themesCollaborating with Quality, Risk Compliance and Customer Experience teams to improve complaint handling standards and ensuring compliance with FCA regulations, DISP requirements and internal governance standardsEssential skills/experience:Significant leadership experience within a regulated complaints environment, managing Team Leaders and delivering results, as well as coaching, developing and motivating teamsStrong knowledge of insurance complaints handling and regulatory requirementsExperience in leading operational performance through KPI’s, quality measures and customer outcome metricsExperience in using MI and data to drive decision making and performance improvement, with a track record of leading operational change and continuous improvement initiativesStrong stakeholder management skills, high level of customer focus and commercial acumenThe interview process Recruiter intro/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 careers 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:SummaryLocation: Leicester; BexhillType: Full time

Job Title: Contact Centre Leader - Home Location: Leicester or Bexhill (hybrid)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 As our Contact Centre Leader, you’ll lead our Home operation, which includes New Business, Customer Services and Renewals across all of our customer channels. We’ve been on an exciting journey with our Home space, with significant growth over the last 12 months. Our ambition is to continue our growth by creating an exceptional operation that is focused on our customers, our colleagues and our commercial aims. We’re also building an omni channel strategy, with this role being pivotal in helping us become the best and biggest digital insurance provider, by collaborating across the organisation to maximise opportunities to meet customers’ needs, deliver straightforward experiences and good customer outcomes.Job details – you’ll need to have demonstrable experience in: Playing a pivotal role in the design and execution of the Home strategy, including all initiatives, systems and processes – enabling us to become a market leader, becoming significantly larger than it is today by increasing customer base and profitabilityActively supporting the development of the team, ensuring optimum performance and succession planning and managing a stable environment, growing a tenured operation that love what they doBeing responsible for the delivery of all productivity, commercial and customer targets through transformational leadershipEmbedding a culture of high performance and continuous improvement, ensuring that we always strive to overachieve and improve ways of working for the organisation and our customersReviewing and analysing data and pulling through clear actions that improve results and identify key areas of process improvementEnsuring all customers receive an efficient, professional and high-quality service, delivering the right outcomes in every interactionEssential skills/experience: Proven track record of over-delivery in a contact centre environment, with strong management experience in leading general insurance operations, growing omni channel adoption (via means such as Messenger, Livechat etc.) and working closely with outsource partners to ensure market leading outcomes for customers and operational efficiencyA proven inspirational and motivational leader who is comfortable working in a fast-paced environment, with a background in supporting teams and driving improvementsDemonstrable coaching ability to showcase how you deliver personal, authentic sessions with teams to drive performance, action, ownerships and deliver results consistentlyThe interview processRecruiter intro/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:SummaryLocation: Leicester; BexhillType: Full time

Position: Retail Security Officer Location: Hastings Pay Rate: £14.10 per hour Hours: Various Shifts: Various SG / DS SIA licence required. Your Time at Work • To provide a visible uniformed deterrent, to contribute to the safety and security of the client's premises and staff - To carry out Company Policy on loss prevention and ensure the safety of staff and visitors - To lawfully deter potential troublemakers on site - To observe and report incidents using the correct reporting systems - To carry out all duties assigned by the client or manager to whom you are responsible - To ensure site knowledge is kept up to date and developments at local level are identified - To understand and implement any Fire and Safety evacuation procedures - To assist, if required by the Client, with staff and contractor searches - To ensure that the Security base is always maintained in a clean and tidy condition - To conduct yourself, at all times, in a manner which will bring credit to yourself and the Company, ensuring full uniform is worn and SIA licence is clearly displayed Our Perfect Worker It is crucial to have great communication and customer service skills. A lot of admin is digital and paperless, so you'll need to be tech-savvy enough to use our digital devices. Our perfect Retail Security Officer will need to be aged 18 or over, a confident communicator who is a team player with the drive to always provide a friendly and professional service. Join TSS and you can also enjoy real career progression with a large international company - as the world's leading provider of security solutions, we offer loads of training and support. You'll be in safe hands from our induction and on-site training to regular reviews and welfare checks with our managers. Key Information and Benefits • 5.6 weeks holiday per year (8 of these will be in lieu of bank holidays, worked or not worked) - Workplace Pension Scheme - Progression training and development opportunities - Life assurance benefit - Contributory Healthcare Scheme - Eyecare vouchers - Employee Discount Schemes - Refer a friend scheme - Free uniform provided Job Ref: (T36) TSS are a recognised Disability Confident Leader Employer, committed to fostering an inclusive workplace where everyone can thrive. They prioritise accessibility, support, and opportunity for all employees. Join their diverse and empowering team today! About Staffline Staffline is the UK's largest recruitment solutions partner, enabling over 35,000 people into good work every week. We operate at more than 420 customer sites across England, Scotland and Wales. As one of the most established recruitment agencies in Nottingham with operations across the UK, we specialise in connecting businesses with temporary and permanent jobs across warehouse & logistics, food and drink, aviation, driving, technical & engineering, manufacturing & automotive and security. Important Information • Staffline and its subsidiaries do not charge any recruitment or job‑seeking fees at any stage of the hiring process. - This job advert may not be copied, imitated, or used, in whole or in part, by third-party websites, without prior written consent from Staffline. - Our job adverts are correct at the time of publication, but some details and job responsibilities are subject to change

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