Customer Retentions Advisor

Hastings Direct; Leicester; On-site; GBP 26,000 - 27,000; Full time

Benefits offered by this job

Annual bonus up to 5%

Onsite restaurant

Onsite Costa

Buddy system support

Surface laptop provided

25 days holiday

Refer a friend

Career progression & qualifications

Job summary

Hastings Direct in Leicester is recruiting for a customer-focused role within a busy team. You will support customers nearing policy renewals, actively listen to queries, and work with them to understand changes to their policy.

Training leads to confident product and price recommendations for upcoming insurance needs. The role emphasizes asking the right questions, delivering accurate information first time, and ensuring customers understand their policy, quotation, and services.

Qualifications

• Experience in delivering quality customer outcomes.
• Self‑motivated individuals with politeness and problem‑solving skills.
• Ability to overcome customer objections and drive a positive resolution through excellent communication.
• Computer skills: you'll take inbound calls whilst navigating our in‑house software systems.

Responsibilities

• Listen to customer queries and understand policy changes.
• Use training and systems to offer suitable products and prices.
• Explain policy details clearly and ensure customers understand options.

Skills

Customer outcomes

Politeness & problem solving

Objection handling

Communication skills

Tools

In-house software systems

Job description

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 week12 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.

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

Our fantastic Leicester office, which is in the city centre and only a short walk from the train 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 careers site.

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.

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.