Field Operations Manager - Home Claims
| Posting date: | 25 July 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 24 August 2025 |
| Location: | Leicester, Leicestershire, LE1 1SH |
| Remote working: | Fully remote |
| Company: | Hastings Direct |
| Job type: | Permanent |
| Job reference: | 60012204_1753430320 |
Summary
Job Title: Field Operations Manager - Home Claims
Location: Field-based/Homeworking
Welcome to Hastings Direct - Pam Angel - HR Director
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 three 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 Field Operations Manager, you'll be responsible for leading and overseeing our field-based teams that cover our Home Claims customers, ensuring efficiency, quality and compliance. You'll help set and build out our field strategy and our approach to supporting our customers when they need us the most.
Job details - you'll need to have demonstrable experience in:
- Developing and implementing strategies to enhance the effectiveness and quality of the external home claims operations, tracking claim costs and identifying efficiencies and cost-saving opportunities
- Overseeing the allocation and management of capacity, ensuring outcomes meet the strategy objectives and working closely with insight, underwriters and internal claims team to streamline processes and achieve good customer outcomes
- Monitoring timelines, performance and workflow efficiency and establishing and enforcing rigorous quality control measures to ensure our external operations meets company standards and regulatory requirements, conducing regular audits and on-site inspections
- Leading and mentoring a team of field-based colleagues, fostering a culture of accountability and innovation and providing ongoing training and development opportunities to enhance team expertise and effectiveness
- Developing and implementing best practices for performance evaluations and continuous improvement, utilising data and analytics to drive process improvements, reduce life cycle times and enhancing the overall claims experience
- Ensuring clear and consistent communication with contractors, suppliers and customers regarding repair expectations and timelines and serving as a senior point of contact for complex cases and escalated concerns
Essential skills/experience:
- Experience in home claims, property restoration or construction management
- Proven background in leading teams and driving operational efficiencies within a structured claims environment/field-based environment
- Customer centric - able to demonstrate a good understanding of the value and impact of our work for customers, our team and the wider business
The interview process
Our interview process involves the below:
- Recruiter screening call
- 1st stage interview with hiring leader
- 2nd interview with hiring leader and another member of our senior management team
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.