Policy Review Advisor - Hybrid

Policy Review Advisor

Do you want to play a vital role as the first line of defence against fraud—safeguarding our customers and protecting our business?

If so, this could be the perfect opportunity for you!

Working Hours: You will work 37.5 hours per week on a Monday to Friday 09:00 – 17:30. No Weekends.

Start Date: Monday 8th of June

Training: The main training period runs for the first 8 weeks and takes place face to face in the office.

Salary: The role offers a starting salary of £25,150. From there, we're committed to supporting your growth - with tailored coaching and development tools to help you reach the level.

Our approach to Hybrid Working: With hybrid working, you have more flexibility, as you usually only have to visit our office once a week and work remotely for the rest of the time. You can always opt to work from the office more frequently if that suits you better. When we organise training and events you may be required to attend in person for the duration.

Location: Our vibrant Leicester office is conveniently located in the city centre, just a short walk from the train station and easily accessible via major road routes.

At Hastings Direct, we have a simple ambition – to be the best and biggest digital insurance provider in the UK. Our Customer teams play a huge role in that, speaking to thousands of customers every day, and delivering the high quality insurance service they deserve.

Role purpose: You'll be one of our first lines of defence at Hastings for protecting the business against potential policy fraud by validating our customer policies and ensuring these hold the correct information that best suits their needs. You’ll be responsible for balancing a varied portfolio of customer policies and will validate these through a variety of different checks (directly with customers or by authenticating documents) and ensuring that any risk information is reviewed and if relevant, completed in a timely manner.

You’ll use a data driven approach, effective conversation management plus cutting edge application fraud tools to identify and treat deliberate and unintentional policy misrepresentation, ensuring customers are retained at the right price and that high-risk policies are removed from cover.

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

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• Investigate and validate insurance policies flagged for potential fraud, ensuring accurate risk assessment and compliance with FCA regulations.
• Review and verify customer documents across various channels, identifying misrepresentation and ensuring policies meet customer needs.
• Handle inbound and outbound communications with customers, colleagues, and third parties, delivering excellent service and complaint resolution.
• Meet service level agreements and personal KPIs, taking ownership of your portfolio and contributing to team goals.
• Collaborate across departments, demonstrating professionalism, attention to detail, and a commitment to continuous personal development.
• Champion fair customer outcomes, challenging processes that fall short and ensuring all actions align with company values and regulatory standards.
  
  

Skills

Transferable essential skills we would love you to have:

• Analytical and data-driven mindset, with the ability to assess documents and identify risks using a methodical approach.
• Strong communication skills, including active listening, confident conversation management, and clear written correspondence.
• Customer-focused experience, ideally in target-driven or contact centre environments, with an understanding of vulnerable customer needs.
• Organisational and time management skills, with the ability to prioritise tasks and meet deadlines in a dynamic setting.
• Confident using Microsoft Office and quick to learn new systems, with a flexible approach to evolving processes and tools.
• Awareness of industry standards, including basic motor insurance knowledge, GDPR compliance, and risk profiling.
  
  

What We Offer

Join us and you’ll find a different way of doing things. We call it the 4Cs. So, 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. That includes initial in-house training on our products and systems, as well as taking live calls alongside an experienced colleague, and regular, on-going training tailored to your individual needs. Not to mention plenty of recognition and rewards, and the scope to voice your ideas and put them into practice. And the chance to develop your career across our business, with opportunities for secondments, or to become a coach.

Benefits You’ll Receive

• Up to 5% annual discretionary Bonus
• Hybrid working (1 day per week in the office with the option to do more depending on your preference)
• A fantastic open plan modern office
• We promote a relaxed, friendly & diverse working environment
• 'Harrys’ - a great onsite restaurant, with a wide range of choice at breakfast and lunchtime & an on-site Costa coffee
• 25 days holiday and bank holidays equivalent (plus buy and sell up to 5 days)
• Pension match up to 10% of your salary
• Life insurance (4 x base salary)
• Discounted Hasting Direct products
• Discounts & cashback with well-known retailers
• Tech scheme, cycle to work, health assessments, and skin check - on completion of probation
• Refer a friend scheme - earn £500 for every friend you refer
• We will provide you will all the tech that you need! Including a brand-new Microsoft Surface laptop
  
  

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. For this position, we’re regrettably unable to accept applications through the Disability Confident Scheme (DCS) due to the extremely high volumes of applications we receive. However, what we put in place for these positions instead in order to remove barriers is an opportunity for all candidates to complete first stage assessments, in the form of some online exercises, which we can also provide adjustments for on a case-by-case basis. For more information on the DCS, please visit our inclusive business page on our careers site.

If you require any reasonable adjustments to be made throughout the assessment process you should contact the recruitment team prior to starting any assessments, in order that adjustments can be considered.

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.