Customer ServiceRepresentative
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’dlove 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’llget time off in the week.
Our opening hours:Monday to Friday 08:00 - 19:00, Saturday 09:00 – 17:00 and Sunday 09:00 – 13:00
Training:The core training lasts for the first 4 weeks and is delivered in person at the office.You'llcontinue working onsite through to week 10 to reinforce your learning and build confidence. After this period,you'llneed 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) soyou’refully equipped to support customers across all channels.
Our approach to Hybrid Working:With hybrid working, you have more flexibility, as you usually onlyhave tovisit our office once a week and work remotely for the rest of the time. You can always opt to work from the office morefrequentlyif that suits you better. When we organise training and events you maybe requiredto 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:OurfantasticBexhilloffice,which isnext to the seafront, and only a short walk from Collington station.
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 thisCustomer focusedrole,you’llbe the first point of contactprimarily handling inbound calls.
You willassistcustomers with various inquiries, ranging from providing information about our products and policies to adjusting and addingadditionalproducts.
As you grow in the role anddemonstratekey competencies,you'llhave the opportunity to expand your skillset by engaging with customers through our digital communication channels, where businessdemand requires.
Whatwe'relooking for in a Customer Service Representative
1. Self-motivated individuals who focus on customer outcomes, uphold our values, and take pride in their work.
2. Effective communicator both written and verbal to ensure we support customer to make an informed decision.
3. Someonewho'saccountable, thorough, and pays attention to detail
4. Someone who candemonstrateflexibility and resilience through navigating change and continuous improvement.
5. Iscomfortable navigating and utilising multiple IT systems to achieve workobjectives.
6. Continually evaluates customer needs todeterminetheappropriate channelfor communication.
All interviews take place in person at our offices,to provide a face-to-face meeting with our team.This helps us connect with youand gives you the chance to see our workplace environment up close.
What we offer:
Join us andyou’llfinda different wayof doing things. We call it the 4Cs. So, we focus on getting it right for our colleagues, customers,companyand community.
As one of our colleagues,you’llbe helping to drive our growth, so in return,we’llgive you all the support,trainingand 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.
Benefitsyou’llreceive:
7. Up to 5% annual discretionary Bonus
8. Hybrid working (1 day per week in the office with theoptionto do more depending on your preference)
9. A fantastic open plan modern office
10. We promote a relaxed, friendly & diverse working environment
11. 'Harrys’ - a great onsite restaurant, with a wide range of choice at breakfast and lunchtime & an on-site Costa coffee
12. 25 days holiday and bank holidays equivalent (plus buy and sell up to 5 days)
13. Pension match up to 10% of your salary
14. Life insurance (4 x base salary)
15. Discounted Hasting Direct products
16. Discounts & cashback with well-known retailers
17. Tech scheme, cycle to work, health assessments, and skin check - on completion of probation
18. Refer a friend scheme - earn £500 for every friend you refer
19. We will provide you will all the tech that you need! Including a brand-new Microsoft Surface laptop
As a Disability Confident employer,we’recommitted to ensuring our recruitment processes are fully inclusive – what this means to you is ifyou’reapplying for a job with us,you’llhave fair access to support and adjustments throughout your recruitment journey. For this position,we’reregrettably unable to accept applications through the Disability Confident Scheme (DCS) due to the extremely high volumes of applications we receive. However, what we put in place for these positions insteadin order toremove barriers is an opportunity for all candidates to complete first stage assessments, in the form of some online exercises, which we can also provide adjustments for on a case-by-case basis. For more information on the DCS, please visit our inclusive business page on our careers site.
If you require any reasonable adjustments to be made throughout the assessment process you should contact the recruitment team at
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.
At Hastings Direct, we’re committed to creating an inclusive environment where everyone has the opportunity to succeed. 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.
Job posting end date: