Customer Service Advisor

Hood Group Ltd.; Southend-on-Sea; On-site; GBP 22,000 - 26,000; Full time

Benefits offered by this job

31 days annual leave (incl. Bank Hols)

Health Cash Plan

Employee Assistance Programme

Pension Scheme

Refer a Friend incentive

Hood Stars recognition programme

Company Social Events

Equipment provided

Job summary

Hood Group Ltd. is seeking a Customer Service Advisor for its Southend office, joining the In‑house call centre within the Operations Team. You will handle calls, emails and admin enquiries, building lasting relationships and delivering a first‑class customer experience.

Based in Southend, you will participate in a four‑week training programme and work a 40‑hour week with a rotating shift pattern. Benefits include 31 days leave, pension and more.

Qualifications

• Experience in a customer service or contact centre environment.
• Strong verbal and written communication.
• Able to build relationships, be resilient, and stay calm under pressure.
• Confident using Microsoft Word and Excel, Google Maps, and multiple systems.
• Team player with attention to detail and adaptability to change.

Responsibilities

• Be the first point of contact for customers via calls, emails, web-chats and admin enquiries.
• Handle policy queries, changes, renewals, sales queries, payments and admin tasks.
• Take ownership of customer enquiries to deliver first-class service.
• Build rapport and lasting relationships with customers.
• Accurately maintain customer records and handle complaints with empathy.

Skills

Communication skills

Relationship building

Resilience

Calm under pressure

Education

GCSEs including Maths & English

Tools

Microsoft Word

Microsoft Excel

Google Maps

Job description

Are you passionate about helping people and delivering exceptional customer experiences?

If you enjoy building relationships, solving problems and making a difference for customers, we'd love to hear from you.

We are looking for a Customer Service Advisor to join our in-house call centre at our Southend office as part of our Operations Team. In this role, you will build lasting relationships with our customers, embody our values in every interaction, and ensure each customer receives an exceptional level of service.

This role is based at our office in Southend on Sea.

Hood Group is a UK-based insurance provider that partners with start-ups, consumer brands, and large insurers to deliver innovative insurance solutions. Established in 1983 and with over 40 years’ experience working across the insurance industry, the company aims to help its partners, including well‑known household brands and high street retailers, transform their insurance proposition by delivering innovative business models and products that enhance customer engagement and drive growth.

Key Responsibilities:

• Be the first point of contact for our customers, handling inbound and outbound calls, emails, web-chats, and admin enquiries
• Manage a variety of policy queries, changes, renewals, sales queries, payments, and general administration
• Take ownership of customer enquiries, ensuring every customer receives a first‑class experience
• Build rapport and lasting relationships with customers, always aiming to go the extra mile
• Accurately maintain customer records
• Handle complaints with empathy and professionalism, escalating when necessary

What We Need From You:

• Previous experience in a customer service or contact centre environment would be beneficial
• Strong verbal and written communication skills
• Able to build relationships with customers, be resilient, and able to remain calm under pressure
• Confident using Microsoft Word and Excel, Google maps and be able to use multiple systems
• Ability to work both independently and as part of a team.
• Attention to detail, able to be flexible and have a positive approach to change
• Minimum of 5 GCSEs at grade 9-4 (A*-C) or equivalent, including Maths and English

Technical Requirements:

In the event of an office closure, you will need access to a reliable home broadband connection with a minimum speed of 20Mbps download and 10Mbps upload.

Training and Development:

You’ll benefit from a comprehensive four-week training programme delivered from our Southend office, designed to set you up for success and give you the confidence to thrive in the role.

Working Hours:

This is a full‑time position working 40 hours per week on a rotational shift pattern.

Shifts are scheduled between:

• Monday to Friday: 8:00am - 8:00pm
• Weekends and Bank Holidays: 9:00am - 5:30pm

Rotas are provided in advance to support work‑life balance.

30 November 2026 is the next start date we have in place.

Why Join us?

At Hood Group, our people are at the heart of everything we do. We're committed to creating an inclusive, supportive and collaborative workplace where colleagues can develop their careers, share ideas and make a real impact.

Our benefits package includes:

• 31 days annual leave (including Bank Holidays)
• Health Cash Plan
• Employee Assistance Programme
• Pension Scheme
• £250 Refer a Friend incentive
• Employee Recognition Programme - Hood Stars
• Company Social Events
• Equipment provided

If you're passionate about delivering excellent customer service and are looking to join a supportive and growing business, we'd love to hear from you.