At a Glance
- Tasks: Lead our Home operation, focusing on New Business, Customer Services, and Renewals.
- Company: Join Hastings Direct, a digital insurance provider with ambitious growth plans.
- Benefits: Enjoy flexible working, competitive salary, bonuses, and private medical insurance.
- Other info: Inclusive recruitment process with support for all applicants.
- Why this job: Be part of a dynamic team driving exceptional customer experiences in a fast-paced environment.
- Qualifications: Proven leadership in contact centre operations and experience in general insurance.
The predicted salary is between 26159 - 31972 £ per year.
Welcome to Hastings Direct. We're a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We've made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We're proud of the journey we're on as a company and know that our continued success will rely on the contribution of our talented colleagues.
We provide insurance for over four million customers, but we know there's even bigger opportunity out there. The fact you're now reading this job advert means we've tempted you to find out more about #lifeatHD - we really hope you like what you see, and you'll join us to share in the success of the exciting chapter that lies ahead.
As our Contact Centre Leader, you'll lead our Home operation, which includes New Business, Customer Services and Renewals across all of our customer channels. We've been on an exciting journey with our Home space, with significant growth over the last 12 months. Our ambition is to continue our growth by creating an exceptional operation that is focused on our customers, our colleagues and our commercial aims. We're also building an omni channel strategy, with this role being pivotal in helping us become the best and biggest digital insurance provider, by collaborating across the organisation to maximise opportunities to meet customers' needs, deliver straightforward experiences and good customer outcomes.
Job details - you'll need to have demonstrable experience in:
- Playing a pivotal role in the design and execution of the Home strategy, including all initiatives, systems and processes - enabling us to become a market leader, becoming significantly larger than it is today by increasing customer base and profitability.
- Actively supporting the development of the team, ensuring optimum performance and succession planning and managing a stable environment, growing a tenured operation that love what they do.
- Being responsible for the delivery of all productivity, commercial and customer targets through transformational leadership.
- Embedding a culture of high performance and continuous improvement, ensuring that we always strive to overachieve and improve ways of working for the organisation and our customers.
- Reviewing and analysing data and pulling through clear actions that improve results and identify key areas of process improvement.
- Ensuring all customers receive an efficient, professional and high-quality service, delivering the right outcomes in every interaction.
Essential skills/experience:
- Proven track record of over-delivery in a contact centre environment, with strong management experience in leading general insurance operations, growing omni channel adoption (via means such as Messenger, Livechat etc.) and working closely with outsource partners to ensure market leading outcomes for customers and operational efficiency.
- A proven inspirational and motivational leader who is comfortable working in a fast-paced environment, with a background in supporting teams and driving improvements.
- Demonstrable coaching ability to showcase how you deliver personal, authentic sessions with teams to drive performance, action, ownerships and deliver results consistently.
The interview process:
- Recruiter intro/screening call
- 1st stage interview with hiring leader
- 2nd interview with hiring leaders' leader
As a Disability Confident employer, we're committed to ensuring our recruitment processes are fully inclusive - what this means to you is if you're applying for a job with us, you'll have fair access to support and adjustments throughout your recruitment journey. We also welcome applications through the Disability Confident Scheme (DCS). For more information on the DCS, please visit our inclusive business page on our career's website.
Regrettably we are unable to offer sponsorship for this role.
Benefits:
- In addition to a competitive salary and £5k car allowance you will also receive flexible working - we champion a flexible hybrid working approach.
- Competitive bonus scheme - all colleagues are eligible for our annual 4Cs performance bonus.
- Physical wellbeing - as a Band 4 colleague, Hastings pay for you to receive private medical Insurance (also known as PMI).
- Financial wellbeing - as well as providing you with 4x your salary with our life assurance cover, income protection at no extra cost, and matched pension contributions up to 10%.
Contact Centre Leader - Home in Leicester employer: hastingsdirect
Hastings Direct is an exceptional employer that prioritises employee growth and well-being, offering a flexible hybrid working model and a competitive bonus scheme. With substantial investments in technology and a strong focus on nurturing talent within a supportive culture, employees have the opportunity to thrive in their roles while contributing to meaningful projects that impact millions of customers. Join us in Leicester, Bexhill, or London, and be part of a dynamic team that values innovation and collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Leader - Home in Leicester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at hastingsdirect. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like hastingsdirect before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Contact Centre Leader - Home in Leicester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to hastingsdirect:Your cover letter is your chance to shine! Tell us why you want to work at hastingsdirect specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at hastingsdirect!
How to prepare for a job interview at hastingsdirect
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
