Customer Services at Hastings Direct

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.

Our sites in Bexhill-on-Sea and Leicester are fast-paced, dynamic and constantly evolving to keep pace with customer needs. So, we give our people in-depth training and support to ensure they’re up to speed with every change.

We look for team players who are great with people and can work on their own initiative. Join us and you’ll be taking large numbers of calls, so you need to be resilient and adaptable to deal with any customer need. You’ll also discover a really social atmosphere at our sites, where friendly, supportive colleagues are always ready to help each other out.

If a career in Customer Service does appeal to you, you may also be interested in the opportunities we have to offer in Claims.

Our Customer Services teams

Customer Relations

Customer Relations

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.

Customer Service

Customer Service

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.



As counter-fraud specialists, we validate and investigate policies and claims to protect our customers. It’s vital work, pinpointing the right cases to investigate to reduce losses due to fraud and enable us to offer great products at competitive prices.

New Business

New Business

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.

Operational Support

Operational Support

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.

Meet some of our Customer Services team

Kingsley Parsons
Retention Team Leader

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.

Stuart Collier
Retention Team Leader

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.

Aimee Hathaway
Customer Representative

After working in retail, I was interested in using my customer service skills in a new way, over the phone instead of face to face, so I applied to Hastings Direct. If you’re willing to put the work in, there are lots of development opportunities to build a long-term career here. I’ve had additional training and gained experience that’s really helped my personal and professional development. There’s a great social atmosphere too, with everything from team meals to staff awards that recognise great work.

Dave Bridgett
Team Leader

I was working in another call centre and heard that Hastings Direct was an up and coming business that encourages growth and development for its employees. Working in a call centre or the finance industry can sometimes be high pressure. But working here’s fun because the company cares about its people. In fact, people are at the forefront of everything that Hastings Direct do. All levels of staff have the chance to give their input, feedback or ideas. You’re listened to and taken seriously, so you can see your ideas come to life in the business.

Jess Weekes
Webchat Team Leader

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.

Shannon Beckley
Customer Representative

I feel that there are good opportunities to progress at Hastings Direct. The perception of working in a call centre or insurance might be that there aren’t many development opportunities. But, because the company’s growing so fast, there’s a range of career prospects in various departments and roles. The benefits and incentives here are also very competitive. Where possible, I always try and get involved with the incentives that Hastings Direct offer for overtime and good performance, as it’s a benefit that I value.

Stephanie Lainchbury
Contact Centre Leader

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.

Steven Hodges
Team Leader

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.

Where our Customer Services teams are based

Not every one of our roles are available in all our Hastings Direct offices. Here are where you can find the roles you are interested in.

Latest jobs

Here are just some of the vacancies that we currently have in Customer Services. Simply, click on the 'Full details' button to find out more. You can see all the jobs we have here by clicking the 'Search all jobs' button.

If a career in Customer Service does appeal to you, you may also be interested in the opportunities we have to offer in Claims.

But don’t forget, if you can’t find your perfect job right now, you can 'Register for job alerts'. That way, we’ll get in touch when a relevant job does come up.

Email the recruitment team

Claims Negotiator - Personal Injury | Bexhill-on-Sea

Customer Representative (part time day shifts) | Leicester

Customer Representative Bexhill (Monday to Friday) | Bexhill-on-Sea

Customer Representative (full time monday to friday) | Leicester

Search all jobs


The shifts in customer service teams are quite colleague friendly. There is free tea and coffee in the call centre, and a subsidised Costa Coffee and canteen. There are lots of incentives to earn more, and a decent social life.

It has a really positive environment with everyone who works there being very helpful. The managers really do go out of their way to assist you. There are a lot of benefits and rewards at Hastings Direct which if you are doing well are quite easy to achieve.

There is a well-rounded approach to the wellbeing of all colleagues, including an inclusive approach to wellbeing activities. Hastings Direct aims to roundly develop colleagues and set them up for future careers within the company.

There is a wonderful work environment, with a strong sense of team work which purveys throughout the business. And there is a sense of friendly competition which works to heighten this.


As an employer, Hastings Direct offers a lot of company benefits to all employees which are fantastic and I feel this is quite unique. The company culture is inclusive and encourages everyone to participate in local causes.

All employees are well looked after, respected and recognised for the hard work we do for the company. It is a great experience to be working with such amazing team. It much easier for me to balance my work and personal life.

It’s a great place to work with amazing benefits, support and colleagues. Lots of hands on support. Amazing rewards for achieving targets and also plenty of time to get together as a team outside of work and bond with your colleagues.

The company culture, management structure and general atmosphere is really good. The share scheme and Hastings Direct rewards are also fantastic for staff.