As we continue to recruit passionate and customer focused people for our contact centres, Olivia, one of our Team Leaders, tells us what it’s like working in the team that plays a key role in making sure our customers are happy and want to stay with us.
Firstly, tell us about you and what led you to join Hastings Direct
I worked in a business banking call centre for almost four years before joining Hastings. The reason I applied here was because I felt I had achieved everything I could where I was and I wanted to see what I was capable of achieving elsewhere. I also wanted to explore what other call centres were like and I was pleasantly surprised by the Hastings culture, which is what led to me accepting the leader role.
Tell us about your role and working in retention
No day is exactly the same which is something I love about this role. Working in retention is not always easy, it is challenging but we are driven by giving our customers the service they deserve. Retention is the heart of the business, it challenges you and sometimes put you outside of your comfort zone, but in return you will find you grow and gain skills that you will take with you wherever you go.
A typical day (at the moment, working from home!) involves logging in promptly to get up to date with emails, checking in with my team members and making sure everyone is ok to log in and take calls. Throughout the day, I listen to calls and provide coaching and feedback, plus there will also be meetings to attend, incentives to run and then anything else that pops up through the day.
2020 has been the year of home-working – how’s it been for you?
For me, working from home has been good – I didn’t think I would enjoy it as much as I have, but I found that it really suits me. I get so much more done in the day and we have built a great communication system in the team, which has made everything a lot easier. We have really pulled together to work as one team. I do miss seeing their faces every day, so I am looking forward to getting that back when we get chance to return to the office.
What advice would you give to someone looking to develop their career at Hastings?
If you want to develop or grow here, the best advice I have is to set a clear goal and then map out the steps you need to take to get there. Use the people around you to help – your leader, your peers – ask for feedback and when you get it, implement it. Everyone is capable of growing, but you have to take ownership of your own development or you will not see the progress you want.
What do you love most about working for Hastings Direct?
The thing I love most about Hastings is the people; it’s the people that make the business what it is. I love that you can build relationships with people who are not even based in your office or department. It’s great to see such a large mix of people, ages and cultures all interacting and becoming friends.
We have Customer Representative roles available in Bexhill-on-Sea and Leicester. If you’d like to be part of a team working together to support our customers, click here to find our more and apply.
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