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- Tasks: Engage with customers via digital and telephony channels, providing top-notch support.
- Company: Join Hastings Direct, a leading digital insurance provider in the UK.
- Benefits: Enjoy hybrid working, 25 days holiday, and a vibrant office environment.
- Why this job: Be part of a supportive team focused on personal development and customer satisfaction.
- Qualifications: Strong communication skills and a passion for helping others are essential.
- Other info: Opportunities for career growth and a fun, diverse workplace await you!
The predicted salary is between 21125 - 25000 £ per year.
Multichannel Customer Service (Digital & Telephony)
Join to apply for the Multichannel Customer Service (Digital & Telephony) role at Hastings Direct
Multichannel Customer Service (Digital & Telephony)
Join to apply for the Multichannel Customer Service (Digital & Telephony) role at Hastings Direct
This range is provided by Hastings Direct. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Multichannel Customer Service (Digital and Telephony)
Do you have fantastic people skills? Do you possess strong skills in both written and verbal communication? Can you deliver a great customer experience?!
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 lieu.
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\’ll continue working onsite through to week 10 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.
Our approach to 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 fantastic Leicester office, which is in the city centre and only a short walk from the train 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 Digital Operations department is searching for a Customer Representative to manage digital and telephony communications with our customers. In this role you\’ll be the first point of contact for our customers across multiple platforms including the messengers service via the app, over the phone and live chat.
You will support customers with various inquiries, ranging from providing information about our products and policies to making adjustments, adding products, and renewing their insurance with us. Initially, you will be interacting with customers via our Messenger App, carefully reviewing their history and checking policy details within our systems to identify the appropriate solution. There may be instances when a phone call is more appropriate to ensure we reach the best outcome for our customers.
What we\’re looking for in a Multichannel Customer Representative
- Self-motivated individuals who focus on customer outcomes, uphold our values, and take pride in their work.
- Effective communicators who clearly convey options, information, and key points in both written and verbal form.
- Someone who\’s accountable, thorough, and pays attention to detail
- Someone who can demonstrate flexibility in adjusting perspectives by embracing new concepts and supporting change initiatives
- 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:
- 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)
- We promote a relaxed, friendly & diverse working environment
- \’Harrys\’ – a great onsite 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 x base salary)
- Discounted Hasting 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 will all the tech that you need! Including a brand-new Microsoft Surface laptop
As a Disability Confident employer, we\’re committed to ensuring our recruitment processes are fully inclusive – what this means to you is if you\’re applying for a job with us, you\’ll have fair access to support and adjustments throughout your recruitment journey. For this position, we\’re regrettably 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 instead in order to remove 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.
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.
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Multichannel Customer Service (Digital & Telephony) employer: Hastings Direct
Contact Detail:
Hastings Direct Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Multichannel Customer Service (Digital & Telephony)
✨Tip Number 1
Familiarise yourself with Hastings Direct's products and services. Understanding the insurance offerings will help you answer customer queries more effectively and demonstrate your commitment to providing excellent service.
✨Tip Number 2
Practice your communication skills, both written and verbal. Since this role involves interacting with customers through various channels, being articulate and clear will set you apart from other candidates.
✨Tip Number 3
Showcase your adaptability by discussing any previous experiences where you've had to adjust to new systems or processes. This will highlight your ability to thrive in a dynamic environment like Hastings Direct.
✨Tip Number 4
Demonstrate your customer-focused mindset by preparing examples of how you've gone above and beyond for customers in past roles. This will illustrate your dedication to achieving positive outcomes for clients.
We think you need these skills to ace Multichannel Customer Service (Digital & Telephony)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your customer service experience, particularly in digital and telephony environments. Use specific examples that demonstrate your communication skills and ability to handle inquiries effectively.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your skills align with their requirements, especially your ability to communicate clearly and manage multiple IT systems.
Showcase Relevant Skills: Emphasise your people skills and attention to detail in both your CV and cover letter. Provide examples of how you've successfully navigated customer interactions and adapted to changing situations.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for spelling and grammatical errors, as well as ensuring that your tone is professional yet approachable, reflecting the customer-focused nature of the role.
How to prepare for a job interview at Hastings Direct
✨Showcase Your Communication Skills
As a Multichannel Customer Service Representative, strong written and verbal communication is key. Prepare examples of how you've effectively communicated with customers in the past, whether through phone calls, live chats, or emails.
✨Demonstrate Flexibility and Adaptability
The role requires adjusting to various customer needs and communication channels. Be ready to discuss times when you successfully adapted to change or embraced new concepts in your previous roles.
✨Highlight Your Attention to Detail
Attention to detail is crucial when managing customer inquiries and policy details. Bring up specific instances where your thoroughness led to positive outcomes for customers or your team.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills in real-life scenarios. Think about common customer service challenges and how you would handle them, especially in a digital or telephony context.
