Home Operations Representative

Hastings Insurance Services; Leicester; Hybrid; GBP 25,000 - 28,000; Full time

Job summary

A leading insurance provider in Leicester seeks a Home Advisor to assist customers with their home insurance needs. The role involves providing expert guidance through various policy processes and ensuring customer satisfaction. No insurance background required, but transferable skills from retail or hospitality valued. Competitive salary of £25,150, increasing upon training completion with hybrid working options available.

Benefits

Competitive salary

25 days holiday plus bank holidays

Onsite restaurant and coffee shop

Annual discretionary bonus

Training and development opportunities

Qualifications

• Insurance background not necessary; transferable skills from retail, hospitality, or sales are valued.
• Ability to communicate clearly and confidently.
• Commitment to delivering market-leading customer experience.

Responsibilities

• Support customers with home insurance needs, including policy setup and adjustments.
• Provide expert guidance throughout the home insurance journey.
• Ensure clear understanding of policy coverage and services.

Skills

Data Entry

Customer Centricity

Resilience

Persuasiveness

Job description

Home (Customer Operations) Advisor

Are you looking for a new opportunity to develop a career in the world of Insurance We have an opening for a Customer Representative in our Home insurance department.

Working Hours / Shift Patterns : You will work 37.5 hours per week on a Monday to Friday rotational shift pattern between the hours of 08:00 to 19:00. Please speak to the recruiter regarding further flexibility including potential weekend hours.

Training

The onboarding training period runs for 8 weeks and takes place face to face in the office. You will attend training daily in the office until week 12 as you embed your knowledge and develop your skills to service our customers. Once you complete your training and showcase your competence in supporting our customers your Leader will endorse you to work in a Hybrid environment.

Hybrid Working

With hybrid working you have more flexibility as you usually only are 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 fantastic Leicester office which is in the city centre and only a short walk from the train station.

About You

An insurance background is not necessary we see many skills as transferrable such as resilience, persuasiveness and customer centricity. If you have a background in retail, hospitality, sales or just an interest and passion for customer service we would love to receive your application.

Your Role

Join a fast‑paced customer‑focused environment where you'll be the voice of Hastings supporting our customers with their home insurance needs. From setting up new policies to assisting with renewals and making policy adjustments you'll play a vital role in delivering exceptional service. While the role currently centres on telephony we are actively exploring digital capabilities that could shape how we support customers in the future. As these channels evolve there is potential for your role to expand into more digitally‑led interactions ensuring every customer experience remains tailored, efficient and aligned with their individual needs.

A key part of your role will be providing expert guidance to customers throughout their home insurance journey whether they’re renewing an existing policy or joining us as a brand‑new customer. You'll ensure each policy aligns with their individual needs by actively listening, asking the right questions and fully understanding their circumstances and any changes. Using your knowledge and our systems you'll identify the most suitable products and pricing options to deliver fair positive outcomes.

You’ll communicate clearly and confidently ensuring customers have a full understanding of their policy coverage and available services. Every interaction should be handled with care, professionalism and precision. Providing accurate information the first time and helping customers feel informed and reassured. Above you'll be committed to delivering a market‑leading customer experience that reflects our values and puts the customer at the heart of everything we do.

Computer Skills

You’ll take inbound calls whilst navigating our in‑house software systems (digital).

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.

Why become a part of the Hastings Direct family

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

A fantastic open‑plan modern office

We promote a relaxed friendly & diverse working environment.

Career stepping stones we love investing and progressing our people by helping them hit their career goals and gain professional qualifications.

Harrys – a great onsite restaurant with a wide range of choice from breakfast time to dinner time & an onsite Costa coffee.

Refer a friend scheme – earn £500 for every friend you refer.

We will provide you with all the tech that you need! Including a brand‑new Microsoft Surface laptop.

25 days holiday and bank holidays equivalent (plus buy and sell up to 5 days).

Equal Opportunities Statement

We are 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.

As a Disability Confident employer we are committed to ensuring our recruitment processes are fully inclusive. If you require any reasonable adjustments to be made throughout the assessment process you should contact the recruitment team prior to starting any assessments so that adjustments can be considered.

The 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. We are committed to creating an inclusive environment where everyone has the opportunity to succeed.

Key Skills

• Data Entry
• Deputy
• Drafting
• Hibernate
• Administration Support
• Activex