Customer Renewals Representative

Hastings Direct; England; Hybrid; GBP 25,150 - 27,500; Full time

Benefits offered by this job

Up to 5% annual discretionary bonus

Hybrid working

On-site Costa coffee

25 days holiday plus bank holidays

Pension match up to 10%

Life insurance

Discounts with retailers

Tech scheme and cycle-to-work

Refer a friend scheme

Job summary

A technology-focused services provider in the UK is looking for a Customer Renewals Representative to join their team. The role involves assisting customers with their policy renewals and requires confidence in communication and active listening skills. You will deliver exceptional service while utilizing in-house systems. The position offers a starting salary of £25,150, hybrid working options, and various benefits including bonuses and training opportunities.

Qualifications

• Ability to actively listen and fact-find changes to policy details.
• Experience delivering quality customer outcomes.
• Self-motivated with a focus on personal development.

Responsibilities

• Support customers with their policy renewals.
• Provide accurate information about policies and services.
• Navigate in-house systems while taking inbound calls.

Skills

Resilience

Persuasiveness

Customer centricity

Problem-solving

Communication skills

Tools

In-house software systems

Job description

Join to apply for the Customer Renewals Representative role at Hastings Direct.

Base pay range

Renewals Representative

Do you have a passion for helping others and supporting the growth of our business? Are you confident in your communication skills, have excellent active listening and can speak to a varied customer base both verbal and written? Can you deliver an exceptional customer experience every time? We would love to hear from you!

We would love to hear from you! Join our Renewals team and be the first point of contact for our customers during their renewal with us.

Working Hours/Shift Patterns: 37.5 hours per week, Monday to Friday rotational shift pattern between 08:00–19:00.

Training: The core training lasts 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 cover both our Customer Service journeys (telephony and digital) so you’re fully equipped to support customers across all channels.

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.

Responsibilities

Joining a busy, customer‑focused team, you will be the voice of Hastings, supporting customers who are approaching the end of their current policy and want to discuss their renewal with us.

• Actively listen to customer queries and fact‑find changes to their policy details and circumstances.
• Use your training and our systems to offer the customer the most suitable products and price for their upcoming insurance needs.
• Communicate confidently, give accurate information first time, and ensure customers understand everything about their policy, quotation and services.

Qualifications

• Transferable skills such as resilience, persuasiveness and customer centricity.
• Experience delivering quality customer outcomes.
• Self‑motivated individuals who take pride in what they do and 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.

What we offer

Our 4Cs: 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, live calls alongside an experienced colleague, and regular, ongoing training tailored to your individual needs. You’ll also receive recognition and rewards, opportunities for secondments, and the chance to become a coach.

Benefits

• 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× base salary)
• Discounted Hastings 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 with all the tech you need, including a brand‑new Microsoft Surface laptop

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Administrative

Industries

Administrative and Support Services

Equal Opportunity

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.

Disability Confident Employer

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, we do offer an alternative – an opportunity 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. If you require any reasonable adjustments to be made throughout the assessment process you should contact the recruitment team prior to starting any assessments, in order that adjustments can be considered.

Referral Bonus

Referrals increase your chances of interviewing at Hastings Direct by 2×.