Customer Service Advisor

Customer Service (Telephony & Digital)

Do you have a passion for helping others? Are you confident in your communication skills both verbal and written? Can you deliver an exceptional customer experience every time?

If so, we'd love to hear from you! Join our Customer Service team and be the first point of contact for our customers when they need us the most, regardless of communication channel.

Working Hours/ Shift Patterns: You will work 37.5 hours per week including 3-4 weekends out of 8. If you work a weekend shift, you'll get time off in the week.

Our opening hours: Monday to Friday 08:00 - 19:00, Saturday 09:00 – 17:00 and Sunday 09:00 – 13:00

Training: The core training lasts for the first 4 weeks and is delivered in person at the office. You'll continue working onsite through to week 10 to reinforce your learning and build confidence. After this period, you'll need approval from a trainer or team leader before transitioning to hybrid working. Your training will consist of learning both our Customer Service journeys (telephony and digital) so you're fully equipped to support customers across all channels.

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.

Salary: The starting salary is £25,150 plus benefits. Upon completing the training and coaching period which usually takes 12 weeks, the salary will automatically increase to £25,500. There will be opportunities for further salary progression to £27,500, which can be achieved in as little as 12-months with the right focus on personal development.

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 communicate with thousands of customers daily through various channels and delivering the high-quality insurance service they deserve.

Your role: Our Customer Service department is searching for a dedicated Representative to manage both telephony and digital communications with our customers. In this customer focused role, you'll be the first point of contact primarily handling inbound calls while also supporting queries across digital platforms.

You will assist customers with various inquiries, ranging from providing information about our products and policies to adjusting and adding additional products.

What we're looking for in a Customer Service Representative

• Self-motivated individuals who focus on customer outcomes, uphold our values, and take pride in their work.
• Effective communicator both written and verbal to ensure we support customer to make an informed decision.
• Someone who's accountable, thorough, and pays attention to detail
• Someone who can demonstrate flexibility and resilience through navigating change and continuous improvement.
• Is comfortable navigating and utilising multiple IT systems to achieve work objectives.
• Continually evaluates customer needs to determine the appropriate channel for communication.

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 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.

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.