Customer Representative Policy Renewal

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

Benefits offered by this job

Up to 5% annual discretionary Bonus

Hybrid working (1 day per week in the/

On-site restaurant 'Harrys' & Costa

25 days holiday + bank holidays

Pension match up to 10%

Life insurance (4 x base salary)

Discounts & cashback with retailers

Refer a friend £500

Job summary

Hastings Direct in Leicester is seeking a Customer Representative to support policy renewals. You’ll be the first point of contact for customers at renewal, actively listening to queries and guiding them to the best policy options and pricing.

The role features hybrid working after a 12-week in‑office training phase, with a starting salary of £26,230 rising to £26,550 and potential progression to £29,500. You’ll join a busy, customer-focused team and contribute to a supportive, growth‑oriented

Qualifications

• Transferable skills for customer outcomes and problem solving.
• Ability to listen, understand policies, and explain options clearly.
• Strong verbal and written communication in a customer-facing role.

Responsibilities

• Be the voice of Hastings during policy renewals and assist customers.
• Listen carefully, gather details, and advise on suitable products and pricing.
• Utilise training and systems to ensure accurate information is shared first time.

Skills

Resilience

Persuasiveness

Customer centricity

Communication skills

Active listening

Tools

In-house software

Job description

Customer Representative – Policy Renewal

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 able to speak to a varied customer base both verbal and written - Can you deliver an exceptional customer experience every time? If so, we’d 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

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. After completing the full programme, you’ll receive sign‑off from a trainer or team leader before moving to hybrid working and into your permanent team.

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.

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 £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.

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.

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 Representative

• 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
• 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

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, 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

Disability Confidence and Equal Opportunity

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 at [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.