Subsidence Consultant

Job Title: Subsidence Consultant

Location: Leicester or Bexhill (Hybrid) with a high degree of flexibility

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 new Subsidence Consultant, you’ll lead technical decision-making and team capability across domestic subsidence and ground movement claims ensuring claims are investigated, validated and resolved fairly, accurately and commercially. You’ll act as the technical authority for subsidence claims, supporting effective claim strategy, supplier challenges, clear customer communications and continuous improvement across the Home Claims function.

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

• Team Leadership and Performance – leading, coaching and developing a team of subsidence claims handlers, allocating work, monitoring workloads, building technical confidence and ensuring claims progress within agreed SLA’s and operational targets, acting as an escalation/technical referral point for complex, high value, sensitive or disputed claims

• Using one-to ones, case clinics and performance conversations to support colleague development and improve claims outcomes

• Technical Claims Management – providing expert guidance on subsidence, heave, landslip, drainage related damage, tree related movement and any other structural movement claims, reviewing technical evidence and setting and challenging the claims strategy on liability, proximate cause, mitigation, repair scope, settlement, repudiation and reinstatement. Ensuring repair scopes, schedules, estimates and settlements are technically appropriate, proportionate and commercial controlled

• Supplier and Stakeholder Management – overseeing the appointment, instruction and performance of external specialists (such as adjusters, engineers, contractors and repair networks) and ensure suppliers are providing clear and evidence-based recommendations that support robust claim decisions and customer communications, challenging supplier recommendations where required

• Customers, Quality and Compliance – ensuring customers receive clear, empathetic and timely communication, especially on complex, long running, declined or disputed claims. Using audits, quality reviews, complaint insights and root cause analysis to identify risks, trends, training needs and improvement opportunities – maintaining accurate file records

• Service Delivery – balancing customer experience, technical accuracy, indemnity control and timely resolution across the subsidence claims portfolio, monitoring claim lifecycles, outstanding actions, reserves, supplier performance and settlement activity.

Essential skills/experience:

• Appropriate professional building qualification or equivalent relevant experience

• Strong knowledge of subsidence engineering, building surveying, repair methodology, site investigation, monitoring, drainage investigation, arboriculture evidence and building pathology

• Detailed understanding of domestical structural defects including cracking, distortion, foundation movement, drainage-related damage, tree-related movement, heavy, landslip and any other ground movement

• Ability to diagnose likely cause of damage through the use of photographs, reports, survey findings, investigation results, monitoring data and repair recommendations

• Strong knowledge of policy liability, proximate cause, indemnity, exclusions, delegated authority, reserving, settlement options and customer outcome requirements

• Strong decision-making and problem-solving skills combined with excellent stakeholder management skills – able to challenge and influence and explain technical details in plain language

The interview process

Our interview process involves the below:

• Recruiter intro/screening call

• 1st stage interview with hiring leader (Technical Claims Manager)

• 2nd interview with one of our senior leaders

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: