We’re the face of Hastings Direct, making sure our customers receive a professional, accurate and high-quality service so they come back to us year after year. It’s about protecting our customers by being fair and trustworthy, and following industry standards and regulations.
We’re looking for authentic people with a passion for problem-solving to join our Customer Services Team. Our focus is on providing a simple and straightforward service whether our customers contact us via phone, email or live chat. With over three million customers, it’s a busy environment where we celebrate diversity and encourage our colleagues to truly be themselves.
As a Customer Service Representative, you’ll handle around 45 inbound contacts every day, so you need to be versatile, engaged and efficient to support our customers. You’ll help our customers with a variety of challenges like updating their policy, taking payments, or offering support if they’re struggling to do it themselves online.
You’ll be based at one of our vibrant hubs in Bexhill or Leicester, with a mix of in-office and homeworking, on a rotating shift pattern. During your induction you’ll have the chance to meet your colleagues face-to-face and we’ll train you in everything you need to know before you chat with our customers. On the days when you’re scheduled to work from home, all you need is a stable internet connection and a quiet space to work. We’ll kit you out with all the tech you need, including Microsoft Surface 4 laptop, monitor, desk and chair.
Training doesn't stop once you join your team! We have a supportive development programme with a clear structure for growth within your role. You’ll develop skills to retain our customers, strengthen your negotiation skills and become an advocate of self service. There are also lots of opportunities to continue your career with us across the business. Whatever your future holds, we’ll work with you on the best approach to put you on the right track.
You’ll thrive here if you’re...
Self-motivated and take pride in what you do
Aligned to our values and 4Cs culture, and focused on outcomes
Comfortable with change, able to adapt quickly and show resilience
Positive, empathetic and have a patient approach
A clear communicator who can build rapport and bring your personality to work
Good at navigating software systems while managing a conversation
Someone who’s accountable, thorough, and pays attention to detail
If a customer has a complaint that can’t be solved immediately, we step in to study the details and work with the customer to come up with a solution they’re happy with.
From general questions and payment queries to policy amendments and complaints, we handle a full range of customer calls. And it’s our job to deal with each one quickly and efficiently, while checking we have the most up-to-date information.
When a customer’s looking to buy insurance, we’re the ones who shape the policy to meet their needs. Whether they’re looking for car, bike, home, van or multi-car/bike policies, we give them all the details they need to decide.
We keep our contact centres running smoothly, from supporting colleagues and customers with technical or process queries, to day-to-day administration.
When a customer’s policy needs renewing, we’re the ones who deal with their questions about the new quote to retain their business. It’s about offering the best price and product for their needs and, where possible, matching our prices online to ensure we’re offering the best deal.
We don’t just deal with customers over the phone. This team uses an online webchat system to answer customer queries, as well as supporting the customer service team’s emails.
Not all of our teams operate from all of our offices. Below you can see the offices in which these teams are based.
I’m a Retention Team Leader with nine years’ experience, and what I enjoy most about working here is supporting colleagues to grow and succeed. Helping people develop their skills and deliver market‑leading customer service is genuinely what motivates me. I’m passionate about creating a positive, supportive environment where everyone feels confident, capable, and proud of their work. I believe the best results come from teams who feel valued, trusted, and encouraged to bring their best every day.
I’ve been with Hastings for almost 17 years now, all based in Bexhill. Most of that time has been in Retail, including 6 years as a Contact Centre Leader. In 2024, I made the move into Claims FNOL, where I looked after the non-direct teams and focused on driving change, improving processes, and always keeping colleagues and customers at the heart of everything we did.
After that, I supported the Motor Total Loss remediation, which was such an exciting opportunity to build something from scratch, quickly but effectively making sure our customers had the best possible experience.
In September I moved to Hire Monitoring Claims looking after Third Parties where our policyholder is at fault. Its been a real exciting opportunity for me to drive customer experience and commercial outcomes. I can’t wait to see what we can achieve together and to keep making a positive difference for both colleagues and customers.
Working at Hastings Direct has been a really positive experience for me. I’ve been in Customer Service for over 7 years and have developed in ways I never thought I would, with lots of chances to learn and grow. The culture is supportive and team focused, and there’s a real emphasis on helping people succeed while maintaining a good work-life balance.
What I enjoy most now is seeing my team achieve the same thing; building confidence, reaching goals, and progressing in their careers. I also love getting out on community days with my team, which is a great way to give back while strengthening our connections and having fun! It’s a place where you feel valued, supported, and proud of what you do.
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