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.
- Other info: Full training provided; must have stable home internet for remote work.
- 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.
The predicted salary is between 24000 - 36000 £ per year.
Are you passionate about helping people and delivering exceptional customer experiences?
If you enjoy building relationships, solving problems and making a difference for customers, we'd love to hear from you.
We are looking for a Customer Service Advisor to join our in-house call centre at our Southend office as part of our Operations Team. In this role, you will build lasting relationships with our customers, embody our values in every interaction, and ensure each customer receives an exceptional level of service.
This role is based at our office in Southend on Sea.
Hood Group is a UK-based insurance provider that partners with start-ups, consumer brands, and large insurers to deliver innovative insurance solutions. Established in 1983 and with over 40 years’ experience working across the insurance industry, the company aims to help its partners, including well‑known household brands and high street retailers, transform their insurance proposition by delivering innovative business models and products that enhance customer engagement and drive growth.
Key Responsibilities:
- Be the first point of contact for our customers, handling inbound and outbound calls, emails, web-chats, and admin enquiries
- Manage a variety of policy queries, changes, renewals, sales queries, payments, and general administration
- Take ownership of customer enquiries, ensuring every customer receives a first‑class experience
- Build rapport and lasting relationships with customers, always aiming to go the extra mile
- Accurately maintain customer records
- Handle complaints with empathy and professionalism, escalating when necessary
What We Need From You:
- Previous experience in a customer service or contact centre environment would be beneficial
- Strong verbal and written communication skills
- Able to build relationships with customers, be resilient, and able to remain calm under pressure
- Confident using Microsoft Word and Excel, Google maps and be able to use multiple systems
- Ability to work both independently and as part of a team.
- Attention to detail, able to be flexible and have a positive approach to change
- Minimum of 5 GCSEs at grade 9-4 (A*-C) or equivalent, including Maths and English
Technical Requirements:
In the event of an office closure, you will need access to a reliable home broadband connection with a minimum speed of 20Mbps download and 10Mbps upload.
Training and Development:
You’ll benefit from a comprehensive four-week training programme delivered from our Southend office, designed to set you up for success and give you the confidence to thrive in the role.
Working Hours:
This is a full‑time position working 40 hours per week on a rotational shift pattern.
Shifts are scheduled between:
- Monday to Friday: 8:00am - 8:00pm
- Weekends and Bank Holidays: 9:00am - 5:30pm
Rotas are provided in advance to support work‑life balance.
30 November 2026 is the next start date we have in place.
Why Join us?
At Hood Group, our people are at the heart of everything we do. We're committed to creating an inclusive, supportive and collaborative workplace where colleagues can develop their careers, share ideas and make a real impact.
Our benefits package includes:
- 31 days annual leave (including Bank Holidays)
- Health Cash Plan
- Employee Assistance Programme
- Pension Scheme
- £250 Refer a Friend incentive
- Employee Recognition Programme - Hood Stars
- Company Social Events
- Equipment provided
If you're passionate about delivering excellent customer service and are looking to join a supportive and growing business, we'd love to hear from you.
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Customer Service Advisor in Southend-on-Sea employer: Hood Group Ltd.
At Hood Group, we pride ourselves on fostering a collaborative and innovative work culture that empowers our employees to thrive. As an Operations Trainer, you will benefit from a comprehensive package that includes generous annual leave, health plans, and opportunities for professional development, all while being part of a supportive community that values your contributions. Join us in creating exceptional training experiences that not only enhance our operations but also enrich your career journey.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor in Southend-on-Sea
✨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 in Southend-on-Sea
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.
