At a Glance
- Tasks: Be the friendly voice for customers, handling inquiries and ensuring exceptional service.
- Company: Join Hood Group, a leading UK insurance provider with over 40 years of experience.
- Benefits: Enjoy 31 days annual leave, health cash plan, and a supportive work environment.
- Other info: Collaborative culture with opportunities for recognition and career growth.
- Why this job: Make a real difference by helping customers while growing your skills in a dynamic team.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 18900 - 23100 £ per year.
Are you looking for a role where you can represent a leading brand and deliver outstanding customer service? Join our team as a Customer Service Advisor in our Call Centre! As a brand ambassador, you'll be building lasting relationships with our customers, promoting our values with every interaction and ensuring each customer receives an exceptional service.
Established in 1983, Hood Group is a UK-based insurance services provider with over four decades of industry expertise. We collaborate with start-ups, consumer brands, and major insurers to deliver innovative insurance solutions. At Hood Group, we are committed to helping our partners transform their insurance propositions through pioneering business models and products.
What will I do in the role?
- The most important part of the job – being our Brand Ambassador
- The first point of contact for all customer queries
- Handling a high volume of inbound and outbound customer calls
- Provide outstanding customer service across telephone, webchat and email, dealing with existing policies queries, changes, renewals, sales queries, payments and general policy administration.
- Make sure the customer is at the heart of every conversation
- Updating customer records as and when necessary.
What do I need?
- Good customer service experience, ideally in a call centre
- A genuine passion and desire for delivering ‘excellent customer service’
- Ability to be versatile in your approach to adapt your style for each customer
- Ensuring an empathetic approach for all our customers
- Strong written and verbal communication skills
- A true team player
- Strong IT skills; including the ability to compose emails, use Word, Excel, Outlook and other in-house databases
- Tech Savvy, able to move between different systems, conduct more than one webchat at a time and amend templates as necessary for customer enquiries.
- Have the drive and willingness to learn
What are the working hours?
On a full time basis, it is a 40 hours per week on a rotating shift basis, between the hours 8.00am–8.00pm, Monday to Friday, Saturdays, Sundays & Bank Holidays between the hours 9.00am-5.30pm. On a part-time basis, it is a 24 hours per week Monday to Friday with set hours, working an 8 hour day. We are also looking to recruit flexible shift patterns on weekends and bank holidays.
Why work for us?
At Hood Group, we take pride in our dynamic work environment that champions innovation and initiative. Being a part of our team doesn’t just mean meeting goals – it’s about belonging to a vibrant community that makes working at Hood Group so special.
Our comprehensive benefits package includes:
- A vibrant and lively office space in the heart of Southend, easily reachable via public transport
- Holiday allowance of 31 days (including bank holidays)
- Access to our Christmas Savings Club
- Engaging company events that strengthen the Hood Group community
- A rewarding work culture, supported by our employee recognition scheme – Hood Heroes
- Employee Assistance Program
- Income protection cover
- Eye care vouchers, including discount on glasses
- Pension scheme
- And there’s more benefits…….
We have a new, modern, airy office based right in the heart of Southend-on-Sea, just off the high street. We will provide you with a laptop and any other professional equipment required and you will also receive a working from home allowance. We require you to have a fast & stable home fibre broadband, with a (proven) minimum consistent speed of 20mbps download & 10mbps upload, available at all times. We have a robust full time 4 weeks’ training programme that requires you to be in our office for the first 6 months of your employment and be able to travel to our Southend office on a regular basis.
Customer Service Advisor employer: Hood Group Ltd.
At Hood Group, we pride ourselves on being an exceptional employer, offering a vibrant work culture in the heart of Southend-on-Sea. Our commitment to employee growth is evident through our comprehensive training programmes and recognition schemes, while our extensive benefits package, including generous holiday allowance and engaging company events, ensures that our team feels valued and supported. Join us as a Customer Service Advisor and become part of a dynamic community dedicated to delivering outstanding service and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hood Group Ltd.. 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 Hood Group Ltd. 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 Customer Service Advisor
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 Hood Group Ltd.:Your cover letter is your chance to shine! Tell us why you want to work at Hood Group Ltd. 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 Hood Group Ltd.!
How to prepare for a job interview at Hood Group Ltd.
✨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.
