Customer Retentions Advisor

Hastings Direct; Bexhill-on-Sea; On-site; GBP 26,000 - 30,000; Full time

Benefits offered by this job

Training with industry experts and on‑

Up to 5% annual discretionary Bonus

Onsite restaurant (Harrys) and Costa

Refer a friend £500

Brand-new Microsoft Surface laptop

25 days holiday + bank holidays (buy/s

Job summary

Hastings Direct is seeking a Customer Retentions Advisor in Bexhill-on-Sea. You will join a busy team to support customers at renewal, delivering tailored policy options and clear guidance. The role blends in-office training with hybrid working, visiting the office weekly while working remotely the rest of the time.

Starting salary is £26,230 with progression to £26,550 after training, with potential to reach £29,500; a discretionary bonus of up to 5% is available along with a range of benefits.

Qualifications

• Experience delivering quality customer outcomes
• Strong communication and listening skills
• Ability to overcome objections and resolve issues
• Comfort using in-house software systems
• Adaptable to hybrid working and training regimes

Responsibilities

• Handle renewals and discuss policy with customers
• Listen actively, fact-finding and propose suitable products and pricing
• Explain policy details, quotations and services clearly
• Navigate in-house systems during customer calls

Skills

Customer outcomes

Objection handling

Active listening

Communication with customers

Computer systems navigation

Tools

In-house software

Microsoft Surface laptop

Job description

Customer Retentions Advisor

Are you looking for a new opportunity to develop a career in the world of Insurance? We have an opening for a Customer Retentions Advisor!

**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: The main training period runs for the first 8 weeks and takes place face to face in the office. You will continue to work in the office until week 12 as you embed your knowledge and grow your confidence, only after this time frame will you receive sign off from a trainer / team leader to move to hybrid working.

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.

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: Ourfantastic 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 wants 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.

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

**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
• 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

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.