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For Companies At a Glance
- Tasks: Support customers with home insurance needs, from policy setup to renewals.
- Company: Join Hastings Direct, a leading insurance provider focused on exceptional customer service.
- Benefits: Enjoy hybrid working, 25 days holiday, and a modern office with great perks.
- Why this job: Be part of a friendly team, receive expert training, and grow your career in insurance.
- Qualifications: No insurance experience needed; customer service skills from retail or hospitality are welcome.
- Other info: Earn bonuses, enjoy an onsite restaurant, and benefit from a supportive work culture.
The predicted salary is between 20000 - 30000 £ per year.
Overview
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
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 – 19:00. Please speak to the recruiter regarding further flexibility including potential weekend hours.
Training
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.
Our approach to Hybrid Working
Our approach to Hybrid Working: With hybrid working, you have more flexibility, as you usually only are required 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
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
Location: Our fantastic Leicester office, which is in the city centre and only a short walk from the train station.
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 around telephony, we’re actively exploring digital capabilities that could shape how we support customers in the future. As these channels evolve, there’s 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 required. 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 all, 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.
About You
About You: An insurance background is not necessary, we see many skills as transferable such as customer centricity, listening, empathy and resilience. If you have a background in retail, hospitality, sales or just an interest and passion for customer service, we’d love to receive your application.
- Experience in delivering quality customer outcomes.
- Self-motivated individuals that take pride in what they do and who can demonstrate politeness and problem-solving skills.
- Ability to overcome customer objections and drive a positive resolution through excellent communication skills (questioning and listening)
- Computer skills: you\’ll take inbound calls whilst navigating our in-house software systems.
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 on-site 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)
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.
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:
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Customer Advisor Home employer: Hastings Direct
Contact Detail:
Hastings Direct Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Advisor Home
✨Tip Number 1
Familiarise yourself with the home insurance industry. Understanding common terms and processes will help you engage confidently during interviews and demonstrate your commitment to the role.
✨Tip Number 2
Practice your communication skills, especially active listening and empathy. Role-playing customer scenarios with a friend can help you refine these skills, which are crucial for delivering exceptional customer service.
✨Tip Number 3
Research Hastings Direct and their values. Being able to articulate how your personal values align with theirs during the interview will show that you're a great cultural fit for the team.
✨Tip Number 4
Prepare questions to ask during your interview about the training process and career progression opportunities. This shows your enthusiasm for growth within the company and helps you gauge if it's the right fit for you.
We think you need these skills to ace Customer Advisor Home
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, even if it's from retail or hospitality. Emphasise skills like empathy, problem-solving, and communication, which are crucial for the Customer Advisor role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service. Mention specific examples of how you've successfully handled customer interactions in the past, demonstrating your ability to listen and resolve issues effectively.
Highlight Transferable Skills: Since an insurance background isn't necessary, focus on transferable skills from previous roles. Discuss your experience in fast-paced environments and your ability to adapt to new systems and processes, which will be beneficial in this position.
Show Enthusiasm for Training: Express your eagerness to participate in the training programme. Highlight your willingness to learn and develop your skills, as well as your commitment to delivering exceptional customer experiences.
How to prepare for a job interview at Hastings Direct
✨Understand the Role
Before your interview, make sure you thoroughly understand the responsibilities of a Customer Advisor in the home insurance department. Familiarise yourself with common customer queries and the types of policies offered. This will help you demonstrate your knowledge and enthusiasm for the role.
✨Showcase Your Customer Service Skills
Since the role is heavily focused on customer interaction, be prepared to share examples from your past experiences that highlight your customer service skills. Discuss how you've handled difficult situations, resolved complaints, or gone above and beyond for customers.
✨Prepare Questions
Interviews are a two-way street, so prepare thoughtful questions to ask your interviewer. Inquire about the training process, team dynamics, or future opportunities within the company. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
✨Practice Active Listening
During the interview, practice active listening by paying close attention to the interviewer's questions and comments. This will not only help you provide better answers but also demonstrate your communication skills and ability to engage with customers effectively.
