Customer Service Representative

Customer Service Representative

Are you passionate about delivering exceptional customer experiences Are you confident in your communication skills both verbal and written Can you deliver an exceptional customer experience every time

If so wed love to hear from you! Join our Customer Service team and be the first point of contact for our customers when they need us the most regardless of communication channel.

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 the week.

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. Your training will consist of learning both ourCustomer Service journeys (telephony and digital) so youre fully equipped to support customers across all channels.

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 vibrant Leicester office is conveniently located in the city centre just a short walk from the train station and easily accessible via major road routes.

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 Customer Service department is searching for a dedicated Representative to manage telephony communications. In this Customer focused role youll be the first point of contact primarily handling inbound calls.

You will assist customers with various inquiries ranging from providing information about our products and policies to adjusting and adding additional products.

As you grow in the role and demonstrate key competencies youll have the opportunity to expand your skillset by engaging with customers through our digital communication channels where business demand requires.

What were looking for in a Customer Service Representative

• Self-motivated individuals who focus on customer outcomes uphold our values and take pride in their work.

• Effective communicator both written and verbal to ensure we support customer to make an informed decision.

• Someone whos accountable thorough and pays attention to detail

• Someone who can demonstrate flexibility and resilience through navigating change and continuous improvement.

• Is comfortable navigating and utilising multiple IT systems to achieve work objectives.

• Continually evaluates customer needs to determine the appropriate channel for communication.

All interviews take place in person at our offices to provide a face-to-face meeting with our team. This helps us connect with you and gives you the chance to see our workplace environment up close.

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:

• Full training with industry experts and friendly coaches guiding you throughout your career with Hastings. We also use a buddying system once training is complete so there will always be someone to guide you

• 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