Customer Service Advisor

Job Overview

Customer Service Advisor - Leicester office (Hastings Direct).

Key Responsibilities

• Serve as the first point of contact for customers across all communication channels.
• Handle inbound calls and assist customers with product and policy inquiries, adjustments and additions.
• Assess customer needs to determine the most appropriate communication channel.
• Support customers throughout their journey, ensuring a high quality service experience.
• Expand in digital communication channels as business needs arise.

Working Hours & Shift Pattern

37.5 hours per week, including 3 4 weekends every eight weeks. Weekend shifts are compensated with time off during the week.

Training & Development

12 week face to face training programme. The first eight weeks focus on core learning, followed by continued in office support until week twelve to build confidence and embed skills. Upon successful completion, a trainer or team leader signs off the trainee, who then transitions to hybrid working and joins the permanent team.

Hybrid Working

Typically visits the office once a week, working remotely the remainder of the time. Optional additional office days are available as desired.

Compensation & Benefits

• Starting salary £26,230 per annum, rising to £26,550 after the 12 week programme, with progression opportunities up to £29,500.
• Annual discretionary bonus up to 5% of salary.
• 25 days holiday plus bank holidays, with the option to purchase or sell up to 5 additional days.
• Pension match up to 10% of salary.
• Life insurance of 4 base salary.
• Discounts and cashback with participating retailers.
• Tech scheme, cycle to work, health assessments and skin check on completion of probation.
• Referral scheme - £500 for every friend referred.
• Company laptop - Microsoft Surface.

Qualifications & Desired Attributes

• Self motivated and focused on customer outcomes, upholding company values.
• Excellent written and verbal communication skills.
• Accountable, thorough, meticulous and detail oriented.
• Flexible and resilient, comfortable navigating change and continuous improvement.
• Able to navigate and utilise multiple IT systems for work objectives.

Equality, Diversity & Inclusion

Hastings Group is an equal opportunities employer. We welcome applications from all suitably skilled persons, irrespective of gender, age, race, disability, ethnic background, religion, sexual orientation or marital status. We provide reasonable adjustments throughout the recruitment process and promote an inclusive working environment.