Customer Service Representative - Lending

Hastings Direct; Bexhill-on-Sea; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

In-house training

Live calls with experienced colleague

Ongoing tailored training

Job summary

Hastings Direct is hiring a Customer Representative in Lending at our Bexhill office. You will handle customer queries from loan customers, work midterm changes, and assist settlements as part of a small, collaborative team.

The role emphasizes fair treatment, supports vulnerable customers, and requires proactive queue management. Hybrid working is offered with initial in-office training and ongoing development.

Qualifications

• Underlying focus on Customer Service essential, comfortable conversing with customers on phone and email.
• Proactively identifying process improvements to help improve customer and business outcomes.
• Willingness and ability to learn a new product line and apply existing skills in new area.
• Adept at identifying and dealing with vulnerable customers.

Responsibilities

• Working closely with Underwriting & Collections to elevate customer interactions as needed.
• Ensure all customers are treated fairly; support those in financial hardship per policies.
• Manage customer complaints effectively in line with policies.
• Be proactive in managing work queues daily; self-starter.
• Be a team player, support colleagues and suggest improvements to processes/systems.
• Handle inbound calls & emails while helping the wider operations team manage the end-to-end journey.

Skills

Customer service

Process improvement

Learning agility

Vulnerability awareness

Job description

Working Hours/ Shift Patterns: You will work 37.5 hours per week on a Monday to Friday 9:00 – 17:30 No weekends or bank holidays

Training: The main training period runs for the first 4-6 weeks and takes place face to face in the office.

Our approach to Hybrid Working: With hybrid working, you have more flexibility, as you usually only have to visit our office once or twice 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 benefits.

There will be opportunities for further salary progression with the right focus on personal development.

Location: Our fantastic Bexhill office, which is next to the seafront, and only a short walk from Collington station.

Team Overview As a Customer Representative in Lending, you will be responsible for answering queries from customers that have a loan from us, servicing midterm changes on their account and supporting them with settlements.

Job Details

• Working closely with our Underwriting & Collections colleagues to elevate customer interactions where necessary
• Ensure that all customers are treated fairly and that those who are identified as being vulnerable or in financial hardship are dealt with in accordance with regulatory and company policies at all times
• Manage customer complaints in an effective manner and in line with company policies
• Be a self-starter and proactively manage work queues in an efficient and effective manner on a day-to-day basis
• Be a team player, supporting other colleagues who need help and suggesting process/system improvements where necessary
• You will be using multiple channels whilst striving to resolve customer queries first time.
• You will be managing inbound calls & emails, as well as helping the wider operations team manage and support the end-to-end customer journey.

Transferable / essential skills we would love you to have

• Underlying focus on Customer Service essential, comfortable conversing with customers on phone and email
• Proactively identifying process improvements to help improve customer and business outcomes
• Willingness and ability to learn a new product line and apply existing skills in new area
• Adept at identifying and dealing with vulnerable customers

What we offer:

• initial in-house training on our products and systems
• taking live calls alongside an experienced colleague
• regular, on‑going training tailored to your individual needs

Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.

Please also note that we have a thorough referencing process, which includes credit and criminal record checks.

If you require 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.