Customer Service Advisor

Hastings Direct; Leicester; Hybrid; GBP 25,000 - 26,000; Full time

Job summary

An established industry player seeks enthusiastic individuals to join their vibrant Customer Service team in Leicester. This role offers a fantastic opportunity to engage with customers, handle inquiries, and provide solutions in a supportive and dynamic environment. With a strong focus on personal development and flexible hybrid working, you will be part of a team that values collaboration and community. Enjoy competitive salaries, comprehensive training, and a range of benefits that enhance your work-life balance. If you have excellent communication skills and a passion for customer service, this is the perfect role for you!

Benefits

Up to 5% annual discretionary Bonus

Hybrid working (1 day per week in the office)

Relaxed and friendly environment

'Harrys’ onsite restaurant

25 days holiday plus bank holidays

Pension with up to 10% employer match

Life insurance (4x salary)

Discounted Hastings Direct products

Retail discounts and cashback offers

All necessary tech, including a Microsoft Surface laptop

Qualifications

• Fantastic people skills and ability to deliver great customer experiences.
• Motivated and resilient to handle diverse customer needs.

Responsibilities

• Handle inbound calls from customers regarding policies and changes.
• Manage complaints professionally and maintain service standards.

Skills

Customer Service Skills

Communication Skills

Problem-Solving Skills

Adaptability

Job description

At Hastings Direct, storing your data securely is very important to us. Please see our Data Protection Statement and Job Application Terms & Conditions here for details on how your information will be stored.

Do you have fantastic people skills? Can you deliver a great customer experience? If yes, we have the perfect job for you in our vibrant Leicester office!

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 lieu.

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 7 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 timeframe 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.

Salary: The starting salary is £25,150 plus benefits. After completing the 12-week training and coaching period, the salary will increase to £25,500. There are opportunities for further progression to £27,500 within approximately 12 months with a focus on personal development.

Location: Our Leicester office, located in the city centre, just a short walk from the train station.

At Hastings Direct, our ambition is to be the best and biggest digital insurance provider in the UK. Our Customer teams play a vital role, engaging with thousands of customers daily to deliver high-quality service. Join our Customer Service team and help customers with policy changes, complaints, and ensuring they have the right cover.

Your role: As a member of our Customer Service team, you’ll handle inbound calls from customers interested in our policies or wishing to make changes. You’ll understand their needs, explain options, and provide suitable policies. You’ll also manage complaints professionally and escalate when necessary, maintaining standards for quality, efficiency, and satisfaction while offering value to both customers and our business. You’ll need to be adaptable, resilient, and motivated to handle a diverse range of customer needs.

What we offer: We focus on the 4Cs: colleagues, customers, company, and community. We support your growth with comprehensive training, ongoing assessment, recognition, and opportunities to contribute ideas.

Benefits you’ll receive:

• Up to 5% annual discretionary Bonus
• Hybrid working (1 day per week in the office, with flexibility to do more)
• A relaxed, friendly, and diverse environment
• 'Harrys’ onsite restaurant and Costa coffee
• 25 days holiday plus bank holidays (option to buy/sell up to 5 days)
• Pension with up to 10% employer match
• Life insurance (4x salary)
• Discounted Hastings Direct products
• Retail discounts and cashback offers
• Tech scheme, cycle to work, health assessments, skin check (post-probation)
• Refer a friend scheme (£500 per referral)
• All necessary tech, including a Microsoft Surface laptop

If you need reasonable adjustments for the application process due to disabilities or health conditions, contact [e-mail] before applying.

We are committed to inclusion and encourage openness about any support required during recruitment.

Job posting end date:

About Us

Hastings Direct is a growing, agile, digital insurance provider serving over 2.8 million customers with 3,400+ colleagues. Our vision is to be the UK's leading digital insurer.

Our approach is different—focused on doing right by our colleagues, customers, community, and company. We offer a dynamic, flexible, and fun environment where you can make a real impact.

Learn more about #LifeatHD

Watch our colleague stories to discover more about life at Hastings Direct.