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 joined Hastings Direct after hearing about the opportunities to progress and the training available. I wanted to develop my leadership skills further after gaining valuable call centre experience. I’ve always liked the coaching element of my role and developing colleagues in my team. In a performance-driven environment, it’s great to be able to see how I’m helping them improve on a daily basis. I really enjoy the friendly atmosphere here. In the call centre, there’s always an element of fun, with regular incentives and competitions.
Hastings Direct is continuously changing, which provides variety in my role and work. I’ve been a team leader in Sales, Customer Service and Retention since starting with the company in 2013. There’s also a range of business areas, which means they can offer opportunities to develop your skills or career. I enjoy the team atmosphere and the company recognises employees through programmes such as #recognise, which displays achievements or compliments from customers. There are also celebratory events such as the 4Cs awards evening.
Hastings Direct is a fast paced and continuously growing business, so across our sites there are endless development opportunities which allow people to meet their needs. I’ve worked here for nine years and in that time, I’ve had seven different roles. The strong culture and employee incentives make it a great place to work. At the moment, the company’s supporting me in completing an underwriting CII qualification, with the option of going on to take a degree, which will open up other options to progress my career within Underwriting Services at Hastings Direct. And the shares scheme has given me opportunities I’d never have had before.
I chose Hastings Direct over another job offer because I had a call centre background and was used to a fast-paced environment. The 4Cs framework also appealed to me. I enjoy the quick rhythm of the working environment and value the opportunities to develop by learning new skills and knowledge as well as progressing my career. There’s extensive training and if an employee has a knowledge gap, there’s always a chance to build on this and support their understanding. The benefits package is an added bonus, together with the strong recognition everyone receives for their hard work and contribution.
Hastings Direct offered me a role where I could progress, as well as more sociable hours than my previous job. I really enjoy the focus on people. In my role, I need to ensure I’m giving my team an environment where they can flourish and that they all benefit from. I value that I can have a laugh and socialise with my colleagues while working. I think the 4Cs framework makes it a great place to work, because it puts colleagues at the centre of the company’s focus. We’re always considered as the business grows and implements changes.
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