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- Tasks: Be the first point of contact for customers, handling calls and digital queries.
- Company: Join a vibrant team in a modern, diverse office environment.
- Benefits: Enjoy hybrid working, competitive salary, and generous holiday allowance.
- Why this job: Make a real difference by helping customers and enhancing their experience.
- Qualifications: Strong communication skills and a passion for customer service.
- Other info: Opportunities for career growth and personal development in a supportive setting.
The predicted salary is between 25150 - 27500 £ per year.
Customer Service Advisor
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’d love 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’ll get 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
Our 12‑week training programme is delivered face‑to‑face in the office. The first 8 weeks focus on core learning, followed by continued in‑office support through to week 12 as you build confidence and embed your skills. Your training will consist of learning both our Customer Service journeys (telephony and digital) so you’re fully equipped to support customers across all channels.
After completing the full programme you’ll receive sign‑off from a trainer or team leader before moving to hybrid working and into your permanent team.
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 £26,230, plus a comprehensive benefits package. Upon completing the training and coaching period, which typically lasts 12 weeks, the salary will automatically increase to £26,550. There will be further opportunities for salary progression up to £29,500, depending on your commitment to personal development and career growth.
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.
Your role
Our Customer Service department is searching for a dedicated Representative to manage telephony communications. In this customer‑focused role, you’ll be the first point of contact primarily handling inbound calls.
You will assist customers with various inquiries, ranging from providing information about our products and policies to adjusting and adding additional products.
As you grow in the role and demonstrate key competencies, you\’ll have the opportunity to expand your skillset by engaging with customers through our digital communication channels, where business demand requires.
What we\’re looking for in a Customer Service Representative
- Self‑motivated individuals who focus on customer outcomes, uphold our values, and take pride in their work.
- Effective communicator both written and verbal to ensure we support customers to make an informed decision.
- Someone who is accountable, thorough, and pays attention to detail.
- Someone who can demonstrate flexibility and resilience through navigating change and continuous improvement.
- Comfortable navigating and utilising multiple IT systems to achieve work objectives.
- Continually evaluates customer needs to determine the appropriate channel for 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 you and gives you the chance to see our workplace environment up close.
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
- 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.
- 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 onsite 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.
Disability Confident
As a Disability Confident employer, we’re committed to ensuring our recruitment processes are fully inclusive – this means 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, we provide an opportunity for all candidates to complete first‑stage assessments (some online exercises) for which we can supply adjustments 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 please contact the recruitment team at recruitmentteam@hastingsdirect.com prior to starting any assessments, in order that adjustments can be considered.
Equal Opportunities
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 Service Advisor employer: Hastings Direct
Contact Detail:
Hastings Direct Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on their values and customer service approach. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will boost your confidence and help you articulate how you'd handle various situations during the interview.
✨Tip Number 3
Show off your communication skills! During the interview, be clear and concise in your answers. Remember, they’re looking for someone who can communicate effectively with customers, so let your personality shine through!
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Service Advisor
Some tips for your application 🫡
Show Your Passion: Let us see your enthusiasm for helping others shine through in your application. Share specific examples of how you've gone above and beyond to provide excellent customer service in the past.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure your communication skills come across well in your written words.
Tailor Your Application: Make sure to customise your application to reflect the job description. Highlight your relevant experience and skills that align with what we’re looking for in a Customer Service Advisor.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team.
How to prepare for a job interview at Hastings Direct
✨Know the Company and Role
Before your interview, take some time to research the company and understand the Customer Service Advisor role. Familiarise yourself with their products, policies, and customer service approach. This will help you tailor your answers and show that you're genuinely interested in the position.
✨Practice Your Communication Skills
Since this role requires strong verbal and written communication skills, practice answering common interview questions out loud. You could even role-play with a friend or family member. Focus on being clear, concise, and friendly, as this reflects the customer experience they aim to provide.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess how you would handle specific customer situations. Think of examples from your past experiences where you successfully resolved issues or provided excellent service. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Show Your Flexibility and Resilience
The job description highlights the need for flexibility and resilience. Be ready to discuss times when you've adapted to change or handled challenging situations. This will demonstrate that you can thrive in a dynamic environment and are committed to continuous improvement.