Customer Renewals Advisor

Hastings Insurance Services; Bexhill-on-Sea; Hybrid; GBP 26,000 - 30,000; Full time

Benefits offered by this job

Hybrid working (1 day per week in the/

Bonus up to 5% annual discretionary

Pension match up to 10%

Life insurance (4 x base salary)

Discounted Hastings Direct products

25 days holiday + bank holidays

Job summary

Hastings Insurance Services Limited in the UK is seeking a Customer Renewals Advisor to support customers approaching renewal. You will listen to needs, assess policy changes, and offer suitable products and pricing.

The role starts in 2027, with training and hybrid working after completion of the program. The position involves 37.5 hours per week, with 3-4 weekends in 8, and opportunities for salary progression up to £29,500 upon demonstrated performance and development.

Qualifications

• Experience in delivering quality customer outcomes.
• Strong listening and problem-solving skills.
• Ability to build rapport and handle inquiries with professionalism.

Responsibilities

• Support customers renewing policies, offering suitable products and prices.
• Actively listen to queries, fact-find changes to policy details and circumstances.
• Navigate in-house software while handling inbound calls to update records.
• Maintain high levels of customer focus and communicate clearly about policy, quotation and services.

Skills

Transferable skills

Active listening

Problem solving

Customer-centricity

Tools

In-house software

Job description

Customer Renewals Advisor

This role has an anticipated start date in 2027. As we are recruiting ahead for future opportunities, there may be a slightly longer period between submitting your application and receiving an update from our Recruitment Team. Thank you for your patience, and we look forward to reviewing your application.

Salary:

The starting salary is £26,230, plus a comprehensive benefits package. Upon completing the training and coaching period, which typically lasts 12 weeks, the salary will automatically increase to £26,550. There will be further opportunities for salary progression up to £29,500, depending on your commitment to personal development and career growth.

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:

Our 12-week training programme is delivered face to face in the office. The first 8 weeks focus on core learning, followed by continued in-office support through to week 12 as you build confidence and embed your skills.

You’ll only be able to move to hybrid working once you have completed the full training programme and received sign‑off from a trainer or team leader. Depending on your individual progress, this may take longer than the initial 12‑week training period.

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.

Holiday Allowance During Training:

To ensure you gain the maximum benefit from our training programme and feel fully supported as you begin your career, holiday will be limited during the initial training period. One day of holiday is permitted within the first 4 weeks. From weeks 5 to 12, holiday requests will be reviewed on a case‑by‑case basis.

Location:

Our fantastic Bexhill office, which is next to the seafront, and only a short walk from Collington station.

Your role:

Joining a busy team within a customer focused environment, you'll be the voice of Hastings as you support our customers who are coming to the end of their current policy and want to discuss their renewal with us.

A key part of your role will be to actively listen to any customer queries and then work with them to fact find and understand any changes to their policy details and circumstances. You will then utilise your training and our systems to offer the customer the most suitable products and price for their upcoming insurance needs.

That means talking confidently with purpose about our products, giving accurate information first time and making sure customers understand everything about their policy, quotation and services.

What we're looking for in a Customer Renewals Advisor

• Have transferable skills such as; resilience, persuasiveness and customer centricity
• 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
• Builds customer understanding through effective listening and questioning, appropriately addressing concerns and guiding customers towards an informed and positive resolution.
• Computer skills: you’ll take inbound calls whilst navigating our in‑house software systems

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.

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, hea