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- Tasks: Support customers with their insurance renewals and deliver exceptional service.
- Company: Join Hastings Direct, a leading digital insurance provider in the UK.
- Benefits: Enjoy competitive salary, hybrid working, and great perks like discounts and bonuses.
- Other info: Dynamic team environment with opportunities for career growth and personal development.
- Why this job: Be the voice of our brand and make a real difference for customers.
- Qualifications: Strong communication skills and a passion for helping others.
The predicted salary is between 25150 - 27500 £ 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 able to speak to a varied customer base both verbal and written? Can you deliver an exceptional customer experience every time? If so, we’d 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: You will work 37.5 hours per week on a Monday to Friday rotational shift pattern between the hours of 08:00 – 19:00.
Training: The core training lasts for 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 consist of learning both our Customer Service journeys (telephony and digital) so you’re fully equipped to support customers across all channels.
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 £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 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.
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, ongoing 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:
- 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 x base salary)
- Discounted Hasting 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 will all the tech that you need! Including a brand-new Microsoft Surface laptop
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. 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 you should contact the recruitment team at recruitmentteam@hastingsdirect.com 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.
Customer Renewals Representative employer: Hastings Insurance Services
Contact Detail:
Hastings Insurance Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Renewals Representative
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Hastings Direct. Understand their values, products, and what makes them tick. This will help you tailor your responses and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your active listening skills. During the interview, make sure to listen carefully to the questions being asked. Respond thoughtfully and don’t be afraid to ask for clarification if you need it. This shows that you value communication, which is key for a Renewals Representative.
✨Tip Number 3
Prepare for role-play scenarios! Since you'll be dealing with customers, think about how you would handle different situations. Practising these scenarios can help you feel more confident and ready to tackle any customer queries during the interview.
✨Tip Number 4
Don’t forget to showcase your problem-solving skills! Think of examples from your past experiences where you’ve successfully resolved issues for customers. This will demonstrate your ability to drive positive resolutions, which is crucial for the role.
We think you need these skills to ace Customer Renewals Representative
Some tips for your application 🫡
Show Your Passion: Let us see your enthusiasm for helping others in your application. Share specific examples of how you've gone above and beyond to support customers in the past. This will help us understand why you're a great fit for our Renewals team!
Tailor Your Application: Make sure to customise your CV and cover letter to highlight the skills and experiences that match the job description. We want to see how your background aligns with our needs, so don’t be shy about showcasing your relevant experience!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon. We appreciate well-structured applications that are easy to read and understand, just like we aim to communicate with our customers!
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way to ensure it gets to the right people. Plus, you’ll find all the details you need about the role and our company there!
How to prepare for a job interview at Hastings Insurance Services
✨Know Your Stuff
Before the interview, make sure you understand Hastings Direct's products and services inside out. Familiarise yourself with common customer queries related to renewals so you can confidently discuss how you would handle them.
✨Showcase Your Listening Skills
During the interview, demonstrate your active listening skills. When asked questions, take a moment to think before responding, and ensure you address the specific points raised. This will show that you value communication and understand the importance of listening to customers.
✨Practice Makes Perfect
Consider doing mock interviews with a friend or family member. Focus on articulating your thoughts clearly and confidently, especially when discussing how you would resolve customer objections or provide exceptional service.
✨Be Yourself
While it's important to be professional, don't forget to let your personality shine through. Hastings Direct values self-motivated individuals who take pride in their work, so be genuine about your passion for helping customers and your enthusiasm for the role.