Base pay range
This range is provided by Hood Group Ltd. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Overview
Role title: 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 an exceptional service.
About Hood Group
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. Hood Group works with partners including John Lewis Partnership and Ticker Insurance to transform their insurance propositions through pioneering business models and products.
Responsibilities
* 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
* Provide outstanding customer service across telephone, webchat and email. This is usually dealing with existing policies queries, changes, renewals, sales queries, payments and general policy administration.
* Make sure the customer is at the heart of every conversation
* Updating customer records as and when necessary.
Requirements
* Good customer service experience, ideally in a call centre
* A genuine passion and desire for delivering ‘excellent customer service’
* Ability to be versatile in your approach to adapt your style for each customer
* Ensuring an empathetic approach for all our customers
* Strong written and verbal communication skills
* A true team player
* Strong IT skills; including the ability to compose emails, use Word, Excel, Outlook and other in-house databases
* Tech Savvy, be able to more from different systems, able to conduct more than one webchat at a time and able to pick up templates and amend as necessary for your customer enquiry.
* Have the drive and willingness to learn
Working hours
* On a full time basis, it is a 40 hours per week on a rotating shift basis, between the hours 8.00am–8.00pm, Monday to Friday, Saturdays, Sundays & Bank Holidays between the hours 9.00am-5.30pm.
* On a part-time basis, it is a 24 hours per week Monday to Friday with set hours, working a 8 hour day.
We are also looking to recruit flexible shift patterns on weekends and bank holidays.
Why work for Hood Group
At Hood Group, we take pride in our dynamic work environment that champions innovation and initiative. Being a part of our team doesn’t just mean meeting goals – it’s about belonging to a vibrant community that makes working at Hood Group so special.
Benefits
* A vibrant and lively office space in the heart of Southend, easily reachable 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 discount on glasses
Other environment details
We have a new, modern, airy office based right in the heart of Southend-on-Sea, just off the high street. We will provide you with a laptop and any other professional equipment required and you will also receive a working from home allowance. We require you to have a fast & stable home fibre broadband, with a (proven) minimum consistent speed of 20mbps download & 10mbps upload, available at all times. We have a robust full time 4 weeks’ training programme that requires you to be in our office for the first 6 months of your employment and be able to travel to our Southend office on a regular basis.
Seniority level
Associate
Employment type
Full-time
Job function
* Customer Service
Industries
* Insurance
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