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For Companies At a Glance
- Tasks: Be the first point of contact for customers, handling calls and queries with care.
- Company: Join Hood Group, a leading UK insurance provider with over 40 years of experience.
- Benefits: Enjoy 31 days holiday, flexible working options, and a vibrant office environment.
- Why this job: Become a brand ambassador in a supportive community that values innovation and teamwork.
- Qualifications: Customer service experience, strong communication skills, and a passion for helping others.
- Other info: Full training provided; must have stable home internet for remote work.
The predicted salary is between 24000 - 36000 £ per year.
Base pay range
This range is provided by Hood Group Ltd. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Overview
Role title: 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.
About Hood Group
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. Hood Group works with partners including John Lewis Partnership and Ticker Insurance to transform their insurance propositions through pioneering business models and products.
Responsibilities
- 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. This is usually 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.
Requirements
- 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, be able to more from different systems, able to conduct more than one webchat at a time and able to pick up templates and amend as necessary for your customer enquiry.
- Have the drive and willingness to learn
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 a 8 hour day.
We are also looking to recruit flexible shift patterns on weekends and bank holidays.
Why work for Hood Group
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.
Benefits
- 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
Other environment details
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.
Seniority level
Associate
Employment type
Full-time
Job function
- Customer Service
Industries
- Insurance
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Contact Detail:
Hood Group Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor
✨Tip Number 1
Familiarise yourself with the insurance industry and Hood Group's services. Understanding the products and values of the company will help you engage more effectively during interviews and demonstrate your genuine interest in the role.
✨Tip Number 2
Practice your communication skills, especially in a customer service context. Role-playing common customer scenarios can help you articulate your responses clearly and show that you can handle various situations with empathy and professionalism.
✨Tip Number 3
Be prepared to discuss your previous customer service experiences in detail. Think of specific examples where you went above and beyond for a customer, as this will highlight your passion for delivering excellent service.
✨Tip Number 4
Showcase your tech-savviness by being ready to discuss your experience with different systems and tools. Mention any relevant software you've used in past roles, as this will reassure us of your ability to adapt quickly to our in-house databases.
We think you need these skills to ace Customer Service Advisor
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Service Advisor. Highlight your relevant experience in customer service and how it aligns with the role's requirements.
Tailor Your CV: Customise your CV to reflect the skills and experiences that are most relevant to the job. Emphasise your customer service experience, communication skills, and any IT proficiency that matches the job description.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for delivering excellent customer service. Use specific examples from your past experiences to demonstrate how you embody the qualities they are looking for in a Brand Ambassador.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which is crucial in a customer-facing role.
How to prepare for a job interview at Hood Group Ltd.
✨Show Your Customer Service Passion
Make sure to express your genuine passion for delivering excellent customer service during the interview. Share specific examples from your past experiences where you went above and beyond to help a customer, as this will demonstrate your commitment to the role.
✨Demonstrate Adaptability
Since the role requires versatility in handling different customer queries, be prepared to discuss how you've adapted your communication style in previous roles. Highlight instances where you successfully adjusted your approach based on the customer's needs.
✨Highlight Your Tech Savviness
As the job involves using various systems and tools, showcase your IT skills during the interview. Mention any relevant software or platforms you are familiar with, and be ready to explain how you can quickly learn new technologies.
✨Emphasise Teamwork
Being a team player is crucial for this role. Prepare to discuss how you've collaborated with colleagues in the past to achieve common goals. Sharing examples of successful teamwork will show that you can contribute positively to the company culture.
