Customer Advisor

Position: Customer Advisor Home
The onboarding training period runs for 8 weeks and takes place face to face in the office. You will attend training daily in the office until week 12 as you embed your knowledge and develop your skills to service our customers.  Once you complete your training and showcase your competence in supporting our customers your Leader will endorse you to work in a Hybrid environmentplus benefits.

Upon completing the training and coaching period which usually takes 12 weeks, the salary will automatically increase to
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* Location:

** Our fantastic Bexhill office, which is next to the seafront, and only a short walk from Collington station. 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 Service team and you’ll play a key role in that service, helping customers to make changes to their policies, dealing with complaints and making sure they have the right cover.
** Your Role:
** Join a fast-paced, customer-focused environment where you’ll be the voice of Hastings, supporting our customers with their home insurance needs. From setting up new policies to assisting with renewals and making policy adjustments, you’ll play a vital role in delivering exceptional service. While the role currently centres around telephony, we’re actively exploring digital capabilities that could shape how we support customers in the future.

As these channels evolve, there’s potential for your role to expand into more digitally led interactions ensuring every customer experience remains tailored, efficient, and aligned with their individual needs. A key part of your role will be providing expert guidance to customers throughout their home insurance journey, whether they’re renewing an existing policy or joining us as a brand-new customer.

You’ll ensure each policy aligns with their individual needs by actively listening, asking the right questions, and fully understanding their circumstances and any changes required. Using your knowledge and our systems, you’ll identify the most suitable products and pricing options to deliver fair, positive outcomes.

You’ll communicate clearly and confidently, ensuring customers have a full understanding of their policy, coverage, and available services. Every interaction should be handled with care, professionalism, and precision. Providing accurate information, the first time and helping customers feel informed and reassured. Above all, you’ll be committed to delivering a market-leading customer experience that reflects our values and puts the customer at the heart of everything we do.

An insurance background is not necessary, we see many skills as transferrable, such as resilience, persuasiveness and customer centricity. If you have a background in retail, hospitality, sales or just an interest and passion for customer service, we'd love to receive your application.

Experience in delivering quality customer outcomes.

Self- motivated individuals that take pride in what they do and who can demonstrate politeness and problem-solving skills.

Ability to overcome customer objections and drive a positive resolution through excellent communication skills (questioning and listening) Computer skills: you'll take inbound calls whilst navigating our in-house software systems.(digital)
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* What we offer:

** Join us and you’ll find a different way of doing things. We call it the 4

Cs. So, we focus on getting it right for our colleagues, customers, company and community. Career stepping stones, we love investing and progressing our people by helping them hit their career goals and gain professional qualifications.and check out the
** what we offer
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Hastings Direct is a fast growing, agile, digitally focused general insurance provider of products and services to over 4 million customers in the UK, employing over 4,600 colleagues. Our vision – to be the best and biggest digital insurance provider in the market.

It's our attitude and the way we run our business that makes us different. We focus on getting it right for our colleagues, customers, company and community. It's a dynamic, flexible, fun and constantly changing environment. You'll enjoy the scope to make a real difference for our customers, influence our company, benefit the communities we work in and have fun along the way.
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