Customer Service Advisor in Leicester

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.

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 week 12 as you build confidence and embed your skills. Your training will cover both our Customer Service journeys (telephony and digital), so you’re fully equipped to support customers across all channels. After completing the programme, you’ll receive sign‑off from a trainer or team leader before moving to hybrid working and into your permanent team.

Hybrid Working

With hybrid working, you usually visit our office once a week and work remotely for the rest of the time. You may 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 (typically 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.

What We’re Looking For

• 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 in making 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.

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 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, ongoing training tailored to your individual needs. You’ll also receive plenty of recognition and rewards, and the scope to voice your ideas and put them into practice. The chance to develop your career across our business, with opportunities for secondments or to become a coach, is also available.

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 a 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 & Diversity

Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. We also conduct thorough referencing, including credit and criminal record checks. 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 extremely high application volumes. Instead, we offer an opportunity for all candidates to complete first‑stage assessments, in the form of online exercises, and we can provide 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 during the assessment process, please contact the recruitment team at recruitmentteam@hastingsdirect.com before starting any assessments so that adjustments can be considered.