Customer Service Representative

hastingsdirect; Leicester; Hybrid; GBP 26,000 - 30,000; Full time

Benefits offered by this job

Full training

Annual bonus

Hybrid working

Open plan office

Diverse environment

On-site restaurant

25 days holiday

Pension match

Job summary

Hastings Direct in Leicester is seeking a Customer Service Representative to join our team. You will be the first point of contact for customers, handling inbound calls and guiding them through product information and policy adjustments.

The role progresses to hybrid working after a 12-week training and offers a route to more advanced customer interactions across channels. The position requires excellent communication, strong attention to detail, flexibility, and the ability to navigate multiple

Qualifications

• Self-motivated individuals focused on customer outcomes.
• Excellent written and verbal communication skills.
• Accountable, thorough and detail-oriented.
• Flexible and resilient through change and improvement.
• Comfortable using multiple IT systems to achieve objectives.
• Ability to determine the best communication channel for customer needs.

Responsibilities

• Handle inbound calls as the first point of contact for customers.
• Assist customers with information about products and policies and with changes/additions.
• Engage with customers via digital channels as required after training.

Skills

Self-motivated

Effective communicator

Accountable

Flexible

IT systems savvy

CRM systems

Tools

CRM systems

Job description

Customer Service Representative

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.

Are you passionate about delivering exceptional customer experiences? 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 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 - 19:00, Saturday 09:00 - 17:00 and Sunday 09:00 - 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.

Holiday Allowance During Training: To ensure you gain the maximum benefit from our training programme and feel fully supported as you begin your career, holiday will be limited during the initial training period. One day of holiday is permitted within the first 4 weeks. From weeks 5 to 12, holiday requests will be reviewed on a case‑by‑case basis.

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 £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.

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.

At Hastings Direct, we have a simple ambition - to be the best and biggest digital insurance provider in the UK. Our customer teams communicate with thousands of customers daily through various channels and delivering the high-quality insurance service they deserve.

Your role: Our Customer Service department is searching for a dedicated Representative to manage telephony communications. In this Customer focused role, you'll be the first point of contact primarily handling inbound calls.

You will assist customers with various inquiries, ranging from providing information about our products and policies to adjusting and adding additional products.

As you grow in the role and demonstrate key competencies, you'll have the opportunity to expand your skillset by engaging with customers through our digital communication channels, where business demand requires.

What we're looking for in a Customer Service Representative

• 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 we support customer to make an informed decision.
• Someone who's accountable, thorough, and pays attention to detail
• Someone who can demonstrate flexibility and resilience through navigating change and continuous improvement.
• Is comfortable navigating and utilising multiple IT systems to achieve work objectives.
• Continually evaluates customer needs to determine the appropriate channel for communication.

Benefits you'll receive:

• Full training with industry experts and friendly coaches guiding you throughout your career with Hastings. We also use a buddying system once training is complete, so there will always be someone to guide you
• Up to 5% annual discretionary Bonus
• Hybrid working (1 day per week in the office with the option to do more depending on your preference)
• A fantastic open plan modern office
• We promote a relaxed, friendly & diverse working environment
• 'Harrys' - a great onsite restaurant, with a wide range of choice at breakfast and lunchtime & an on-site Costa coffee
• 25 days holiday and bank holidays equivalent (plus buy and sell up to 5 days)
• Pension match up to 10%