Customer Service Retention Advisor

Customer Service Retention Advisor

Do you have fantastic people skills? Can you deliver a great customer experience? If yes, we have the perfect job for you in our vibrant Leicester office!

A chance to work in a hybrid way: Once you complete your training and can work independently, you can move to hybrid working. This will allow you more flexibility, as you usually only need to be in our office once a week and work remotely the other days. You can always opt to work from the office more frequently if that suits you better.

Working Hours/ Shift Patterns: 37.5 Hours per week, a Monday to Friday rotational shift pattern between the hours of 08:00 – 19:00.

Location: Our fantastic Bexhill office which is next to the seafront and only a short walk away from Collington station.

Training: The first five weeks will involve both theoretical and experiential learning in the classroom. Then, in weeks six and seven, you will move to Academy, where you will apply your learning and begin to assist our customers with the support of our knowledgeable coaches.

Salary: Starting £24,500 plus benefits and the opportunity for further salary progression.

At Hastings Direct, we have a simple ambition – to be the best and biggest digital insurance provider in the UK. Our Customer teams play a huge role in that, speaking to thousands of customers every day, and delivering the high quality insurance service they deserve. Join our Customer Retention team and you’ll play a key role in our business, helping us to retain our customers by understanding their needs, explaining our insurance products simply and clearly, and ensuring they get the right cover.

Your role:

Joining an extremely busy team, you’ll be dealing with customers who have come to the end of their policy and are looking to renew. So, it’s about explaining why their quote may be different from the previous year, making sure they’re comfortable with their new quote, and handling any of their concerns, so they’re happy to stay with us. That means talking confidently about our products, giving them accurate information first time and making sure they understand everything, so they don’t need to call us back.

What we offer:

Join us and you’ll 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, you’ll be helping to drive our growth, so in return, we’ll 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 you’ll 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

Our straightforward recruitment process:

Click apply now to fill out our short application form, most of which you can auto-fill using your CV.

You will then receive a weblink via e-mail to our online assessment (normally received within six minutes) where you’ll experience a realistic job preview that will show you exactly what it’s like to be a part of #lifeatHD. In addition, through a number of tests, we’ll assess to what extent your preferences, personality, and skills are a good fit for our contact centre.

The whole application process is smart phone enabled, just make sure you are in a quiet place somewhere you can concentrate.

If you believe you require any reasonable adjustments in order to complete the online assessment and/or interview process due to disabilities or health conditions, please do contact the recruitment team at prior to completing your application.

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Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.

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