Customer Representative

Join to apply for the Customer Renewals Representative role at Hastings Direct
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Renewals Representative

Do you have a passion for helping others and supporting the growth of our business? Are you confident in your communication skills, have excellent active listening and can speak to a varied customer base both verbal and written? Can you deliver an exceptional customer experience every time? We would love to hear from you!

We would love to hear from you! Join our Renewals team and be the first point of contact for our customers during their renewal with us.

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

Training: The core training lasts the first 4 weeks and is delivered in person at the office. You’ll continue working onsite through to week 10 to reinforce your learning and build confidence. After this period, you’ll need approval from a trainer or team leader before transitioning to hybrid working. Your training will cover both our Customer Service journeys (telephony and digital) so you’re fully equipped to support customers across all channels.

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 £25,150 plus benefits. Upon completing the training and coaching period which usually takes 12 weeks, the salary will automatically increase to £25,500. There will be opportunities for further salary progression to £27,500, 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.

Joining a busy, customer‑focused team, you will be the voice of Hastings, supporting customers who are approaching the end of their current policy and want to discuss their renewal with us.

• Actively listen to customer queries and fact‑find changes to their policy details and circumstances.
• Use your training and our systems to offer the customer the most suitable products and price for their upcoming insurance needs.
• Communicate confidently, give accurate information first time, and ensure customers understand everything about their policy, quotation and services.

• Transferable skills such as resilience, persuasiveness and customer centricity.
• Experience delivering quality customer outcomes.
• Self‑motivated individuals who take pride in what they do and 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.

Our 4

Cs: 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, live calls alongside an experienced colleague, and regular, ongoing training tailored to your individual needs. You’ll also receive recognition and rewards, opportunities for secondments, and the chance to become a coach.

• 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× base salary)
• Discounted Hastings Direct products
• Discounts & cashback…