Customer Advisor Home

Hastings Direct; Leicester; Hybrid; GBP 26,000 - 30,000; Full time

Benefits offered by this job

Annual bonus up to 5%

Office restaurant Harrys

Laptop provided

Refer a friend £500

Costa coffee on site

25 days holiday

Career development opportunities

Job summary

Hastings Direct in Leicester is hiring a Customer Representative to support our Home insurance customers by handling policy changes, renewals and inquiries. You’ll be the voice of Hastings, delivering excellent service over inbound calls and occasional digital channels.

Starting salary is £26,230 with benefits, rising to £26,550 after training and potential progression to £29,500. The role is 37.5 hours weekly, with hybrid working after onboarding.

Qualifications

• Experience in delivering quality customer outcomes.
• Self-motivated with politeness and problem-solving skills.
• Ability to overcome objections and drive positive resolutions through clear communication.
• In-house software systems experience and inbound call handling.

Responsibilities

• Support Home insurance customers with policy changes, renewals and inquiries.
• Deliver clear information on policy coverage and available services during calls.
• Work in a fast-paced, customer-focused environment and adapt to digital channels as they evolve.
• Provide expert guidance to ensure policies meet customers' needs and fair outcomes.

Skills

Customer service

Communication

Problem solving

Resilience

Persuasiveness

Customer centricity

Tools

CRM systems

Job description

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 £26,230 plus benefits. Upon completing the training and coaching period which usually takes 12 weeks, the salary will automatically increase to £26,550. There will be opportunities for further salary progression to £29,500, 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 transferrable, such as resilience, persuasiveness and customer centricity. 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.

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. (digital)

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.

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.

If you require any reasonable adjustments to be made throughout the assessment process you should contact the recruitment team [e-mail] 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.