Customer Service Representative

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.

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 in the week.

Monday to Friday 08:00‑19:00
Saturday 09:00‑17:00
Sunday 09:00‑13:00

The core training lasts for the first 4 weeks and is delivered in person at the office. You’ll continue working onsite through to week ten 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 consist of learning both our customer service journeys (telephony and digital) so you’re fully equipped to support customers across all channels.

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.

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.

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.

Our 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.

• Self‑motivated individuals who focus on customer outcomes, uphold our values and take pride in their work.
• Effective communicator 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.
• Is comfortable navigating and utilising multiple IT systems to achieve work objectives.
• Continually evaluates customer needs to determine the appropriate channel for communication.

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.

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.

• Full training with industry experts and friendly coaches guiding you throughout your career with Hastings. We also use a buddying system once training is complete so there will always be someone to guide you.
• Up to 5% annual discretionary bonus.
• Hybrid working (1 day per week in the…