Home Operations Representative in Leicester

Are you looking for a new opportunity to develop a career in the world of Insurance? We have an opening for a Customer Representative in our Home insurance department.

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. Please speak to the recruiter regarding further flexibility including potential weekend hours.

Training

The onboarding training period runs for 8 weeks and takes place face to face in the office. You will attend training daily in the office until week 12 as you embed your knowledge and develop your skills to service our customers. Once you complete your training and demonstrate competence in supporting our customers, your Leader will endorse you to work in a Hybrid environment.

Hybrid Working

With hybrid working you have more flexibility as you usually only visit our office once a week and work remotely for the rest of the time. You can 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 25150 plus benefits. Upon completing the training and coaching period which usually takes 12 weeks the salary will automatically increase to 25500. There are opportunities for further salary progression to 27500, achievable in as little as 12 months with the right focus on personal development.

Location

Our Leicester office, in the city centre and a short walk from the train station.

Your Role

Join a fast-paced, customer-focused environment where you’ll be the voice of Hastings supporting our customers with their home insurance needs. From setting up new policies to assisting with renewals and making policy adjustments you’ll play a vital role in delivering exceptional service. While the role currently centers around telephony, we are exploring digital capabilities that could shape how we support customers in the future. As these channels evolve there is potential for your role to expand into more digitally led interactions, ensuring every customer experience remains tailored, efficient and aligned with their needs.

A key part of your role will be providing expert guidance to customers throughout their home insurance journey, whether renewing an existing policy or joining as a brand-new customer. You’ll ensure each policy aligns with their individual needs by actively listening, asking the right questions and fully understanding their circumstances and any changes. Using your knowledge and our systems you’ll identify the most suitable products and pricing options to deliver fair, positive outcomes.

You’ll communicate clearly and confidently ensuring customers have a full understanding of their policy coverage and available services. Every interaction should be handled with care, professionalism and precision, providing accurate information the first time and helping customers feel informed and reassured. Above all you’ll be committed to delivering a market-leading customer experience that reflects our values and puts the customer at the heart of everything we do.

About You

An insurance background is not necessary; transferable skills such as resilience, persuasiveness and customer centricity are valued. If you have a background in retail, hospitality, sales or simply an interest and passion for customer service we’d love to receive your application.

• Experience in delivering quality customer outcomes.
• Self-motivated individuals who take pride in what they do and 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 (digital).

What We Offer

Join us and you’ll find a different way of doing things. We focus on getting it right for our colleagues, customers, company and community. We offer initial in-house training on our products and systems, live calls with an experienced colleague, regular ongoing training tailored to your needs, recognition and rewards, and opportunities to develop your career across our business.

• Full training with industry experts and friendly coaches; buddying system after training.
• Up to 5% annual discretionary bonus.
• A relaxed, friendly and diverse working environment.
• Career development with opportunities for qualifications and secondments or coaching.
• Onsite facilities: Harrys restaurant and Costa coffee; Refer a friend scheme (earn 500 per referral).
• Brand-new Microsoft Surface laptop provided.
• 25 days holiday plus bank holidays (plus buy/sell up to 5 days).

We are a Disability Confident employer and are committed to inclusive recruitment. If you require reasonable adjustments during the recruitment process, contact the recruitment team prior to assessments. We provide online adjustments on a case-by-case basis. For more information on the Disability Confident Scheme (DCS) please visit our inclusive business page on our careers site.

Hastings Group is an equal opportunities employer. 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. Our recruitment process includes credit and criminal record checks.