Multichannel Customer Service (Digital & Telephony)
Multichannel Customer Service (Digital & Telephony)
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Job Description
Multichannel Customer Service (Digital and Telephony)
Do you have fantastic people skills Do you possess strong skills in both written and verbal communication Can you deliver a great customer experience!
Working Hours/ Shift Patterns: You will work 37.5 hours per week including 3-4 weekends out of 8. If you work a weekend shift youll get time off in lieu.
Our opening hours: Monday to Friday 08:00 - 19:00 Saturday 09:00 17:00 and Sunday 09:00 13:00
Training: The core training lasts for the first 4 weeks and is delivered in person at the office. Youll continue working onsite through to week 10 to reinforce your learning and build confidence. After this period youll need approval from a trainer or team leader before transitioning to hybrid working.
Our approach to Hybrid Working: With hybrid working you have more flexibility as you usually only have to visit our office once a week and work remotely for the rest of the time. You can always 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 will be opportunities for further salary progression to 27500 which can be achieved in as little as 12-months with the right focus on personal development.
Location: Our fantastic Leicester office which is in the city centre and only a short walk from the train station.
At Hastings Direct we have a simple ambition to be the best and biggest digital insurance provider in the UK. Our customer teams communicate with thousands of customers daily through various channels and delivering the high-quality insurance service they deserve.
Your role:
Our Digital Operations department is searching for a Customer Representative to manage digital and telephony communications with our customers. In this role youll be the first point of contact for our customers across multiple platforms including the messengers service via the app over the phone and live chat.
You will support customers with various inquiries ranging from providing information about our products and policies to making adjustments adding products and renewing their insurance with us. Initially you will be interacting with customers via our Messenger App carefully reviewing their history and checking policy details within our systems to identify the appropriate solution. There may be instances when a phone call is more appropriate to ensure we reach the best outcome for our customers.
What were looking for in a Multichannel Customer Representative
Self-motivated individuals who focus on customer outcomes uphold our values and take pride in their work.
Effective communicators who clearly convey options information and key points in both written and verbal form.
Someone whos accountable thorough and pays attention to detail
Someone who can demonstrate flexibility in adjusting perspectives by embracing new concepts and supporting change initiatives
Is comfortable navigating and utilising multiple IT systems to achieve work objectives.
Continually evaluates customer needs to determine the appropriate channel for communication.
What we offer:
Join us and youll find a different way of doing things. We call it the 4Cs. So we focus on getting it right for our colleagues customers company and community.
As one of our colleagues youll be helping to drive our growth so in return well give you all the support training and development you need. That includes initial in-house training on our products and systems as well as taking live calls alongside an experienced colleague and regular on-going training tailored to your individual needs. Not to mention plenty of recognition and rewards and the scope to voice your ideas and put them into practice. And the chance to develop your career across our business with opportunities for secondments or to become a coach.
Benefits youll receive:
Up to 5% annual discretionary Bonus
Hybrid working (1 day per week in the office with the option to do more depending on your preference)
A fantastic open plan modern office
We promote a relaxed friendly & diverse working environment
Harrys - a great onsite restaurant with a wide range of choice at breakfast and lunchtime & an on-site Costa coffee
25 days holiday and bank holidays equivalent (plus buy and sell up to 5 days)
Pension match up to 10% of your salary
Life insurance (4 x base salary)
Discounted Hasting Direct products
Discounts & cashback with well-known retailers
Tech scheme cycle to work health assessments and skin check - on completion of probation
Refer a friend scheme - earn 500 for every friend you refer
We will provide you will all the tech that you need! Including a brand-new Microsoft Surface laptop
As a Disability Confident employer were committed to ensuring our recruitment processes are fully inclusive what this means to you is if youre applying for a job with us youll have fair access to support and adjustments throughout your recruitment journey. For this position were regrettably unable to accept applications through the Disability Confident Scheme (DCS) due to the extremely high volumes of applications we receive. However what we put in place for these positions instead in order to remove barriers is an opportunity for all candidates to complete first stage assessments in the form of some online exercises which we can also provide adjustments for on a case by case basis. For more information on the DCS please visit our inclusive business page on our careers site.
At Hastings Direct were committed to creating an inclusive environment where everyone has the opportunity to succeed. If you require any reasonable adjustments during the recruitment process we encourage you to be open with us. Our recruitment team is here to provide the support you need to ensure a fair and accessible experience for all.
Job posting end date:
Employment Type
Full-Time
