Job Title: Senior Lead – Complaint Outcomes
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 Senior Lead for Complaint outcomes, you’ll lead complaint oversight across areas of the business where complaint ownership sits outside of the central Complaints function.

This role is critical in ensuring customers receive fair, consistent and high-quality complaint outcomes, regardless of where their complaint is managed. You’ll provide robust oversight and governance of complaint closures completed by operational teams and third-party suppliers, ensuring outcomes meet our highest standards, regulatory requirements and customer expectations. You’ll also be accountable for creating visibility of complaint quality, identifying emerging risks, challenging poor outcomes and driving sustainable root cause improvements across Retail Operations, Claims Operations and our strategic suppliers.
Job details – you’ll need to have demonstrable experience in:
- Complaints Oversight and Governance – leading the oversight fra

📌 Senior Lead (Ore)
🏢 Hastings Insurance Services
📍 Ore