Customer Service Advisor

Hood Group Ltd.; Southend-on-Sea; On-site; GBP 22,000 - 28,000; Full time

Job description

Southend on Sea, Eastern, United Kingdom

Hood Group Ltd.

15.04.2025

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Full Job Description

Are you looking for a role where you can represent a leading brand and deliver outstanding customer service?

Join our team as a Customer Service Advisor in our Call Centre! As a brand ambassador, you'll be building lasting relationships with our customers, promoting our values with every interaction, and ensuring each customer receives exceptional service.

Established in 1983, Hood Group is a UK-based insurance services provider with over four decades of industry expertise. We collaborate with start-ups, consumer brands, and major insurers to deliver innovative insurance solutions. At Hood Group, we are committed to helping our partners, including John Lewis Partnership and Ticker Insurance, transform their insurance propositions through pioneering business models and products.

What will I do in the role?

• The most important part of the job – being our Brand Ambassador
• The first point of contact for all customer queries
• Handling a high volume of inbound and outbound customer calls
• Providing outstanding customer service across telephone, webchat, and email. This usually involves dealing with existing policies, queries, changes, renewals, sales queries, payments, and general policy administration.
• Ensuring the customer is at the heart of every conversation
• Updating customer records as necessary

What do I need?

• Good customer service experience, ideally in a call centre
• A genuine passion and desire for delivering excellent customer service
• Ability to adapt your approach to suit each customer
• An empathetic approach for all customers
• A true team player
• Strong IT skills, including composing emails, using Word, Excel, Outlook, and other in-house databases
• Tech-savviness, ability to navigate different systems, conduct multiple webchats simultaneously, and modify templates as needed
• Drive and willingness to learn

What are the working hours?

• Full-time: 40 hours per week on a rotating shift basis between 8:00 am and 8:00 pm, Monday to Friday, including Saturdays, Sundays, and Bank Holidays between 9:00 am and 5:30 pm.
• Part-time: 24 hours per week, Monday to Friday, with set hours, working 8-hour days.

We are also looking to recruit for flexible shift patterns on weekends and bank holidays.

Why work for us?

At Hood Group, we pride ourselves on a dynamic work environment that champions innovation and initiative. Being part of our team isn’t just about meeting goals – it’s about belonging to a vibrant community that makes working at Hood Group so special.

• A vibrant and lively office space in the heart of Southend, easily accessible via public transport
• Holiday allowance of 31 days (including bank holidays)
• Access to our Christmas Savings Club
• Engaging company events that strengthen the Hood Group community
• A rewarding work culture supported by our employee recognition scheme – Hood Heroes
• Employee Assistance Program
• Income protection cover
• Eye care vouchers, including discounts on glasses

And there are more benefits…

We have a new, modern, airy office located right in the heart of Southend-on-Sea, just off the high street.

We will provide you with a laptop and all necessary professional equipment, along with a working-from-home allowance.

We require you to have a fast & stable home fibre broadband connection, with a minimum consistent speed of 20 Mbps download and 10 Mbps upload, available at all times.

Our robust full-time 4-week training program requires you to be in our office for the first 6 months and to travel to our Southend office regularly.