Customer Service Representative

Hastings Insurance Services; Leicester; Hybrid; GBP 26,000; Full time

Job summary

A leading insurance provider is looking for a Customer Service Representative to join their team in Leicester. In this role, you will be the first point of contact for customers, mainly handling inbound calls and assisting with a range of inquiries from products to policies. The position offers a competitive starting salary of £25,150, with the potential for increase and opportunities for career development within a supportive hybrid work environment.

Benefits

Up to 5% annual discretionary bonus

Hybrid working (1 day per week in the office)

25 days holiday and bank holidays

Pension match up to 10% of salary

Life insurance (4 x base salary)

Discounted products and cashback offers

Qualifications

• Self-motivated individuals who uphold our values.
• Effective communicator both written and verbal.
• Accountable and thorough, with attention to detail.
• Demonstrates flexibility and resilience through changes.
• Comfortable using multiple IT systems.

Responsibilities

• Handle telephony communications as the first point of contact.
• Assist customers with inquiries about products and policies.
• Engage with customers through digital communication channels.

Skills

Customer outcomes focus

Effective communication

Attention to detail

Flexibility

IT systems navigation

Job description

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 3‑4 weekends out of 8. If you work a weekend shift you’ll get time off in the week.

Opening Hours

Monday to Friday 08:00‑19:00
Saturday 09:00‑17:00
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 ten 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

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 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

• 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 customers to make an informed decision.
• Someone who is 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.

What we offer

Join us and you’ll find a different way of doing things. We call it the 4Cs. So we focus on getting it right for our colleagues, customers, company and community.

As one of our colleagues you’ll be helping to drive our growth so in return we’ll give you all the support, training and development you need. That includes initial in‑house training on our products and systems as well as taking live calls alongside an experienced colleague and regular on‑going training tailored to your individual needs. Not to mention plenty of recognition and rewards and the scope to voice your ideas and put them into practice. And the chance to develop your career across our business with opportunities for secondments or to become a coach.

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 on‑site 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% of your salary.
• Life insurance (4 × base salary).
• Discounted Hastings Direct products.
• Discounts & cashback with well‑known retailers.
• Tech scheme cycle to work health assessments and skin check – on completion of probation.
• Refer a friend scheme – earn £500 for every friend you refer.
• We will provide you with all the tech you need! Including a brand‑new Microsoft Surface laptop.

Our Commitment to Diversity and Inclusion

We are a Disability Confident employer committed to ensuring our recruitment processes are fully inclusive. For this position we are unable to accept applications through the Disability Confident Scheme (DCS) due to the extremely high volumes of applications we receive. Instead we enable candidates to complete first‑stage assessments in the form of online exercises which we can adjust on a case‑by‑case basis. If you require any reasonable adjustments to the assessment process, contact the recruitment team prior to starting any assessments so adjustments can be considered.

Hastings Group is an equal‑opportunity employer and treats people fairly. We welcome applications from all suitably skilled persons regardless of gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. We also have a thorough referencing process which includes credit and criminal record checks.

We are committed to creating an inclusive environment where everyone has the opportunity to succeed. If you need any reasonable adjustments during the recruitment process, we encourage you to be open with us. Our recruitment team is here to provide the support you need to ensure a fair and accessible experience for all.

Key Skills

Typing, Data Entry, Customer Service, Basic Math, Computer Skills, Windows, Banking, Upselling, Pricing, Sanitization, Cash Handling, Stocking.

Employment Type

Full‑time.

Vacancy

1.