Customer Service Advisor

Customer Service Advisor

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, we'd 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, you'll get time off during the week. Our opening hours: Monday to Friday 08:00 - 19:00, Saturday 09:00 - 17:00 and Sunday 09:00 - 13:00.

Training

Our 12 week training programme is delivered face to face in the office. The first 8 weeks focus on core learning, followed by continued in office support through to week 12 as you build confidence and embed your skills. Your training will consist of learning both our Customer Service journeys (telephony and digital) so you're fully equipped to support customers across all channels. After completing the full programme, you'll receive sign off from a trainer or team leader before moving to hybrid working and into your permanent team.

Holiday During Training

During the initial training period, holiday will be limited. One day of holiday is permitted within the first 4 weeks. From weeks 5 to 12, holiday requests will be reviewed on a case by case basis.

Hybrid Working

With hybrid working, 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 £26,230, plus a comprehensive benefits package. Upon completing the training and coaching period, which typically lasts 12 weeks, the salary will automatically increase to £26,550. There will be further opportunities for salary progression up to £29,500, depending on your commitment to personal development and career growth.

Location

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

Your Role

The Customer Service department is searching for a dedicated Representative to manage telephony communications. In this customer focused role, you'll 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, you'll have the opportunity to expand your skillset by engaging with customers through our digital communication channels, where business demand requires.

What We're Looking For

• Self motivated individuals who focus on customer outcomes, uphold our values, and take pride in their work.
• Effective communicators both written and verbal to ensure we support customers to make an informed decision.
• Someone who is accountable, thorough, and pays attention to detail.
• Someone who can demonstrate flexibility and resilience through navigating change and continuous improvement.
• 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

We call it the 4Cs. 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. Recognition, rewards, and the scope to voice your ideas and put them into practice are part of the package. The chance to develop your career across our business, with opportunities for secondments or to become a coach, is also available.

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
• Onsite restaurant "Harrys" with a wide range of choices at breakfast and lunch, and 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 base salary)
• Discounted Hasting Direct products and 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
• All necessary technology, including a brand new Microsoft Surface laptop

Disability Confident Employer

As a Disability Confident employer, we're committed to ensuring our recruitment processes are fully inclusive. If you need reasonable adjustments throughout the assessment process, contact the recruitment team at before starting any assessments. We do not accept applications through the Disability Confident Scheme due to the high volume of applications.

Equal Opportunity Statement

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.