At a Glance
- Tasks: Lead a dynamic Second Line Support team and enhance tech services across the organisation.
- Company: Join Hastings Direct, a fast-growing digital insurance provider with a vibrant culture.
- Benefits: Enjoy competitive salary, bonuses, health perks, and flexible working options.
- Other info: Embrace a fun, agile workplace with opportunities for personal and professional growth.
- Why this job: Make a real impact while developing your leadership skills in a supportive environment.
- Qualifications: Proven leadership experience in IT support and excellent communication skills required.
The predicted salary is between 56059 - 68517 £ per year.
We’re looking for an experienced Technology Services Leader to take ownership of Second Line Support services across the organisation.
This is a hands‑on leadership role with real influence over how technology services are delivered, governed, and continuously improved, while role‑modelling the Hastings Way.
You’ll be responsible for leading a specialist Second Line Support team, delivering high‑quality technical support that enables colleagues to work effectively every day.
If you’re a confident people leader with strong operational experience in Second Line or Desktop Support, this role offers the opportunity to make a meaningful impact.
This is a 6‑month fixed term contract and you will need to be in either our Bexhill or Leicester site 3 days per week.
About the role
- Leadership & People Management
- Lead and inspire the Second Line Support team, setting clear direction, priorities, and expectations in line with the Hastings Way.
- Line manage specialists, ensuring strong performance, engagement, and professional development.
- Carry out regular 1‑to‑1s, wellbeing check‑ins, performance reviews, and development conversations.
- Build resilient, high‑performing teams with a clear focus on succession, capability, and continuous improvement.
- Manage capacity, rotas, absence, and service continuity to meet business demand.
- Second Line Support Leadership
- Lead Second Line Support services, ensuring effective triage, resolution, and escalation of incidents and requests.
- Maintain business‑as‑usual operations while managing peaks in demand and major incidents.
- Ensure SLAs, KPIs, and quality standards are consistently achieved and improved.
- Act as an escalation point for complex technical and service issues.
- Drive first time fix improvements and strong knowledge sharing between Second and First Line teams.
- Operational Excellence & Continuous Improvement
- Identify inefficiencies, risks, and service gaps across Second Line Support services.
- Lead service improvement initiatives, automation, and process optimisation.
- Use data and reporting to provide insight into service performance, quality, demand, and risk.
- Support IT and business‑led projects, ensuring smooth transitions into business‑as‑usual operations.
- Governance, Risk & Quality
- Ensure services are compliant with IT governance, security, audit, and regulatory requirements.
- Maintain high‑quality documentation across services and operational processes.
- Conduct assurance activities to protect data integrity and service standards.
About you
- Recent, demonstrable leadership or managerial experience, with direct responsibility for people and performance.
- Proven Second Line experience in an IT service environment.
- Confident decision‑maker with excellent communication and stakeholder‑management skills.
- Comfortable leading teams in fast‑paced, operational environments.
- Unfortunately we are unable to progress with candidates that require sponsorship at this time.
What we offer
Join us and you’ll find a different way of doing things.
We call it the 4Cs.
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.
Not to mention plenty of recognition and rewards, and the scope to voice your ideas and put them into practice.
- Reward Salary – Attractive salary based on experience (pay reviews also completed each year)
- Competitive Bonus Scheme—All colleagues are eligible for our annual 4Cs performance bonus, which is usually paid in March.
The scheme is based on Hastings’ performance against our business goals and your own personal performance.
- Physical Wellbeing – We like to help our colleagues take a proactive approach in keeping themselves well, that’s why we fund our colleagues to be able to claim against everyday health care through our healthcare cash plan.
- Financial Wellbeing – As well as providing you with 4x your salary with our life assurance cover and income protection at no extra cost, pension contribution match up to 10%, we are proud to provide you with an AWARD WINNING package which includes – discounts and cashback at everyday retailers and on our own products, fee free independent mortgage advice, and free access to financial wellbeing support.
- Mental Wellbeing Programme—At Hastings Direct we understand that mental health cannot not be scheduled, that’s why we have a range of support to help you keep yourself well.
We have the thrive mental health app, our colleague assistance programme available 24/7, our own in‑house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs
- There’s more! – 25 days annual leave +bank holidays, with the option to buy or sell one of your contracted weeks, access to private healthcare, dental plans, discounted health assessments, cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more.
Most of our benefits and wellbeing resources are available to colleagues from their first day whilst some optional benefits, which involve committing to a 12‑month payment schedule, are available as soon as you have completed your probationary period.
Our 4Cs principles are simple: we believe by creating the right culture for our colleagues and giving them the right tools to do their job, we’ll deliver good outcomes for every customer, helping us to grow the company profitably and sustainably and allowing us to invest in the communities we serve.
We deliver good outcomes for our customers every time by providing great products at the right price with our simple and straightforward service.
Wetreat customerslike we want to be treated – fairly, respectfully and with their best interests at heart.
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: 30/08/2026
Hastings Direct is a fast growing, agile, digitally focused general insurance provider of products and services to over 4 million customers in the UK, employing over 4,600 colleagues.
Our vision – to be the best and biggest digital insurance provider in the market. It's our attitude and the way we run our business that makes us different.
We focus on getting it right for our colleagues, customers, company and community.
It's a dynamic, flexible, fun and constantly changing environment.
You’ll enjoy the scope to make a real difference for our customers, influence our company, benefit the communities we work in and have fun along the way.
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Second Line Support Leader in Bexhill-on-Sea employer: Hastings Direct
Hastings Direct is an exceptional employer for Actuarial Graduates, offering a dynamic work environment in London that fosters professional growth and innovation. With a strong focus on employee well-being, the company provides competitive benefits including flexible working arrangements, a robust bonus scheme, and access to mental health resources. The collaborative culture encourages the development of cutting-edge actuarial skills through hands-on experience with modern tools like Python and AI, making it an ideal place for motivated individuals to launch their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Second Line Support Leader in Bexhill-on-Sea
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Hastings Direct.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Hastings Direct. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Second Line Support Leader in Bexhill-on-Sea
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Hastings Direct.
How to prepare for a job interview at Hastings Direct
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Hastings Direct's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Hastings Direct offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
