Customer Advisor Home

Hastings Direct; East Midlands; Hybrid; GBP 25,000 - 28,000; Full time

Job summary

A leading digital insurance provider in the UK is seeking a Customer Representative to join their Home insurance department. This role involves supporting customers with their home insurance needs, assisting with policy setup and adjustments, and ensuring clear communication. The ideal candidate will have strong customer service skills, empathy, and a problem-solving mindset. With a starting salary of £25,150 and opportunities for growth, this position promises a rewarding career in a hybrid work environment.

Benefits

Up to 5% annual discretionary bonus

Friendly and modern office environment

Career development programs

Onsite restaurant with diverse menu

25 days holiday plus bank holidays

Qualifications

• Experience in delivering quality customer outcomes.
• Self-motivated individuals that can demonstrate politeness.
• Ability to overcome customer objections through excellent communication.

Responsibilities

• Support customers with their home insurance needs.
• Assist with policy setup, renewals, and adjustments.
• Ensure clear communication of policy details to customers.

Skills

Customer centricity

Listening

Empathy

Problem-solving

Tools

In-house software systems

Job description

Overview

Are you looking for a new opportunity to develop a career in the world of Insurance? We have an opening for a Customer Representative in our Home insurance department.

Working Hours/ Shift Patterns: You will work 37.5 hours per week on a Monday to Friday rotational shift pattern between the hours of 08:00 - 19:00. Please speak to the recruiter regarding further flexibility including potential weekend hours.

Training: The onboarding training period runs for 8 weeks and takes place face to face in the office. You will attend training daily in the office until week 12 as you embed your knowledge and develop your skills to service our customers. Once you complete your training and showcase your competence in supporting our customers your Leader will endorse you to work in a Hybrid environment.

Our approach to Hybrid Working: With hybrid working, you have more flexibility, as you usually only are required 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 fantastic Leicester office, which is in the city centre and only a short walk from the train station.

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. Join our Customer Service team and you\'ll play a key role in that service, helping customers to make changes to their policies, dealing with complaints and making sure they have the right cover.

Your Role

Join a fast-paced, customer-focused environment where you\'ll be the voice of Hastings, supporting our customers with their home insurance needs. From setting up new policies to assisting with renewals and making policy adjustments, you\'ll play a vital role in delivering exceptional service. While the role currently centres around telephony, we\'re actively exploring digital capabilities that could shape how we support customers in the future. As these channels evolve, there\'s potential for your role to expand into more digitally led interactions ensuring every customer experience remains tailored, efficient, and aligned with their individual needs.

A key part of your role will be providing expert guidance to customers throughout their home insurance journey, whether they\'re renewing an existing policy or joining us as a brand-new customer. You\'ll ensure each policy aligns with their individual needs by actively listening, asking the right questions, and fully understanding their circumstances and any changes required. Using your knowledge and our systems, you\'ll identify the most suitable products and pricing options to deliver fair, positive outcomes.

You\'ll communicate clearly and confidently, ensuring customers have a full understanding of their policy, coverage, and available services. Every interaction should be handled with care, professionalism, and precision. Providing accurate information, the first time and helping customers feel informed and reassured. Above all, you\'ll be committed to delivering a market-leading customer experience that reflects our values and puts the customer at the heart of everything we do.

About You

An insurance background is not necessary, we see many skills as transferable, such as customer centricity, listening, empathy and resilience. If you have a background in retail, hospitality, sales or just an interest and passion for customer service, we\'d love to receive your application.

Qualifications

• Experience in delivering quality customer outcomes.
• Self-motivated individuals that take pride in what they do and who can demonstrate politeness and problem-solving skills.
• Ability to overcome customer objections and drive a positive resolution through excellent communication skills (questioning and listening).
• Computer skills: you\'ll take inbound calls whilst navigating our in-house software systems.

Why become a part of the Hastings Direct family

• Full training with industry experts and friendly coaches guiding you throughout your career with Hastings. We also use a buddying system once training is complete, so there will always be someone to guide you.
• Up to 5% annual discretionary Bonus
• A fantastic open plan modern office
• We promote a relaxed, friendly & diverse working environment.
• Career stepping stones, we love investing and progressing our people by helping them hit their career goals and gain professional qualifications.
• 'Harrys' - a great onsite restaurant, with a wide range of choice from breakfast time to dinner time & an on-site Costa coffee
• Refer a friend scheme - earn £500 for every friend you refer.
• We will provide you with all the tech that you need! Including a brand-new Microsoft Surface laptop
• 25 days holiday and bank holidays equivalent (plus buy and sell up to 5 days)

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.

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.