Customer Service

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

Benefits offered by this job

Full training

Bonus up to 5%

Hybrid working

Job summary

Hastings Insurance Services in Leicester invites applications for a Customer Service role. You’ll assist customers by phone and through digital chat, helping them with product information and changes, delivering a market-leading experience across channels.

Starting salary £26,230 with progression to £29,500 after a 12-week training period, plus a comprehensive benefits package. Hybrid working and training by industry experts are provided.

Qualifications

• Strong verbal and written communication skills; adapt to channel.
• Focus on delivering great outcomes for customers.
• Comfortable supporting customers across phone and digital chat.
• Accountability, accuracy and keen attention to detail.
• Flexible and resilient, especially with change and improvement.
• Proficient with multiple IT systems while assisting customers.

Responsibilities

• Support customers via telephone and digital chat to provide a market-leading experience.
• Answer questions about products and policies and make changes or add products.
• Move between different customer interactions while maintaining a high standard of service.

Skills

Multi-channel support

Verbal communication

Written communication

Customer focus

Attention to detail

IT systems

Job description

Customer Service

Our customers contact us by phone and through digital chat, our WhatsApp style messaging system. When you join us, we will help you build the skills to take care of our customers by phone. Once you have built up your experience and confidence, we will then provide further skilling to help you do the same through digital chat. When you are fully skilled you will take care of customers through both channels.

Start Date - 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 one full weekend and one Saturday in every five. If you work a weekend shift, you'll get time off in lieu.

Our opening hours - Monday to Friday 08:00 to 19:00, Saturday 09:00 to 17:00 and Sunday 09:00 to 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. Your training will consist of learning both our Customer Service journeys (telephony and digital) so you're fully equipped to support customers across all channels.

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.

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.

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

Our Customer Service team is all about being there for our customers, however they choose to contact us. You'll support customers across both telephone and digital chat, delivering a market-leading experience and helping them get the right outcome. From answering questions about our products and policies to making changes or adding additional products, no two interactions will be the same.

As a Customer Service colleague, you'll need to be comfortable moving between different types of customer interactions, adapting your communication style and continuing to provide a consistent, high-quality experience across each channel.

What we're looking for in a Customer Service candidate

• A genuine focus on delivering great outcomes for customers.
• Strong verbal and written communication skills, with the ability to adapt your approach depending on the channel.
• Confidence supporting customers across both telephone and digital chat.
• Accountability, accuracy and strong attention to detail.
• Flexibility and resilience, particularly when navigating change and continuous improvement.
• Confidence using multiple IT systems while supporting customers.
• The ability to move between different customer interactions and channels while maintaining a consistently high standard of service.

Benefits you'll receive

• Full training with industry experts and friendly coaches guiding you throughout your career with Hastings
• Up to 5% annual discretionary Bonus
• Hybrid working (1 day per week in the office with the option to d