At a Glance
- Tasks: Support customers with their policy renewals and deliver exceptional service.
- Company: Join Hastings Direct, a vibrant and inclusive workplace.
- Benefits: Competitive salary, hybrid working, and generous holiday allowance.
- Other info: Enjoy a modern office environment with great perks and career growth opportunities.
- Why this job: Make a real difference by helping customers while developing your skills.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 25549 - 31227 £ per year.
Do you have a passion for helping others and supporting the growth of our business? Are you confident in your communication skills, have excellent active listening and can speak to a varied customer base both verbal and written? Can you deliver an exceptional customer experience every time? We would love to hear from you!
Join our Renewals team and be the first point of contact for our customers during their renewal with us.
Working Hours/Shift Patterns: 37.5 hours per week, Monday to Friday rotational shift pattern between 08:00–19:00.
Training: The core training lasts 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. Your training will cover both our Customer Service journeys (telephony and digital) so you’re fully equipped to support customers across all channels.
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 vibrant Leicester office is conveniently located in the city centre, just a short walk from the train station and easily accessible via major road routes.
Responsibilities:
- Joining a busy, customer‑focused team, you will be the voice of Hastings, supporting customers who are approaching the end of their current policy and want to discuss their renewal with us.
- Actively listen to customer queries and fact‑find changes to their policy details and circumstances.
- Use your training and our systems to offer the customer the most suitable products and price for their upcoming insurance needs.
- Communicate confidently, give accurate information first time, and ensure customers understand everything about their policy, quotation and services.
Qualifications:
- Transferable skills such as resilience, persuasiveness and customer centricity.
- Experience delivering quality customer outcomes.
- Self‑motivated individuals who take pride in what they do and 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.
What we offer: Our 4Cs: 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, live calls alongside an experienced colleague, and regular, ongoing training tailored to your individual needs. You’ll also receive recognition and rewards, opportunities for secondments, and the chance to become a coach.
Benefits:
- 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)
- A fantastic open‑plan modern office
- 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× base salary)
- Discounted Hastings 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 with all the tech you need, including a brand‑new Microsoft Surface laptop
Equal Opportunity: 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.
Disability Confident Employer: As a Disability Confident employer, we’re committed to ensuring our recruitment processes are fully inclusive. If you require any reasonable adjustments to be made throughout the assessment process you should contact the recruitment team prior to starting any assessments, in order that adjustments can be considered.
Customer Renewals Representative 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 Customer Renewals Representative
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hastings Direct. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Hastings Direct before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Renewals Representative
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Hastings Direct:Your cover letter is your chance to shine! Tell us why you want to work at Hastings Direct specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Hastings Direct!
How to prepare for a job interview at Hastings Direct
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
