Renewals Customer Advisor

Join our Renewals team and be the first point of contact for our customers during their renewal with us.

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. 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.

Holiday Allowance During Training: To ensure you gain the maximum benefit from our training programme and feel fully supported as you begin your career, holiday will be limited during the initial training period. One day of holiday is permitted within the first 8 weeks. From weeks 8 to 12, holiday requests will be reviewed on a case‐by‐case basis.

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 fantastic Bexhill office, which is next to the seafront, and only a short walk from Collington station.

Your role: Joining a busy team within a customer focused environment, you’ll be the voice of Hastings as you support our customers who are coming to the end of their current policy and want to discuss their renewal with us. A key part of your role will be to actively listen to any customer queries and then work with them to fact find and understand any changes to their policy details and circumstances. You will then utilise your training and our systems to offer the customer the most suitable products and price for their upcoming insurance needs. That means talking confidently with purpose about our products, giving accurate information first time and making sure customers understand everything about their policy, quotation and services.

What we're looking for in a Renewals Representative:

• Have transferable skills such as resilience, persuasiveness and customer centricity
• 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

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.

As a Disability Confident employer, we’re committed to ensuring our recruitment processes are fully inclusive. 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, in the form of some online exercises, which we can also provide adjustments for on a case-by-case basis.

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.

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.