Customer Service Advisor

Hastings Direct; Melton Mowbray; Hybrid; GBP 25,000 - 28,000; Full time

Job summary

A leading insurance company in Melton Mowbray is seeking a Customer Service Representative for a hybrid role involving telephony and digital communications. You'll manage customer inquiries, provide product information, and ensure an exceptional customer experience. The position offers a competitive starting salary of £25,150, increasing to £25,500 after training, with further progression available. Flexible working arrangements and comprehensive benefits are included.

Benefits

Up to 5% annual discretionary Bonus

Hybrid working option

25 days holiday plus bank holidays

Pension matched up to 10%

Life insurance (4 x base salary)

Tech scheme and health assessments

Brand-new Microsoft Surface laptop supplied

Qualifications

• Excellent verbal and written communication skills.
• Self-motivated and focused on customer outcomes.
• Detail-oriented and accountable.

Responsibilities

• Manage inbound calls and digital communications.
• Provide information about products and policies.
• Assist customers with inquiries and adjustments.

Skills

Effective communication

Self-motivation

Attention to detail

Resilience

IT system navigation

Job description

Overview

Customer Service (Telephony & Digital)

Do you have a passion for helping others? Are you confident in your communication skills both verbal and written? Can you deliver an exceptional customer experience every time?

If so, we’d love to hear from you! Join our Customer Service team and be the first point of contact for our customers when they need us the most, regardless of communication channel.

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 core training lasts for the first 4 weeks and is delivered in person at the office. You'll continue working onsite through to week 10 to reinforce your learning and build confidence. After this period, you'll need approval from a trainer or team leader before transitioning to hybrid working. 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.

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 £25,150 plus benefits. Upon completing the training and coaching period which usually takes 12 weeks, the salary will automatically increase to £25,500. There will be opportunities for further salary progression to £27,500, which can be achieved in as little as 12-months with the right focus on personal development.

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 department is searching for a dedicated Representative to manage both telephony and digital communications with our customers. In this customer-focused role, you’ll be the first point of contact primarily handling inbound calls while also supporting queries across digital platforms. You will assist customers with various inquiries, ranging from providing information about our products and policies to adjusting and adding additional products.

Responsibilities

• Manage both telephony and digital communications with customers as the first point of contact
• Handle inbound calls and support queries across digital channels
• Provide information about products and policies; assist with adding or adjusting products

What we’re looking for

• Self-motivated individuals who focus on customer outcomes, uphold our values, and take pride in their work.
• Effective communicator both written and verbal to ensure customers can make informed decisions.
• Accountable, thorough, and detail-oriented.
• Flexible and resilient, able to navigate change and continuous improvement.
• Comfortable navigating and using multiple IT systems to achieve work objectives.
• Continually evaluates customer needs to determine the appropriate channel for communication.

Benefits

• Up to 5% annual discretionary Bonus
• Hybrid working (1 day per week in the office with option to do more)
• Open plan modern office and a relaxed, diverse environment
• Onsite facilities including restaurant and Costa coffee
• 25 days holiday plus bank holidays (plus buy/sell up to 5 days)
• Pension matched up to 10%
• Life insurance (4 x base salary)
• Discounted Hastings Direct products and retailer discounts
• Tech scheme, cycle to work, health assessments (subject to probation)
• Refer a friend scheme – earn £500 for every successful referral
• Brand-new Microsoft Surface laptop supplied

Inclusive recruitment We are a Disability Confident employer and offer adjustments in recruitment processes where needed. For this position, the Disability Confident Scheme (DCS) is not used due to high volumes; instead we provide online assessments with adjustments available on a case-by-case basis. If you require any reasonable adjustments during recruitment, please contact our team.