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

  • arrow-down cross Customer Relations
  • arrow-down cross Customer Service
  • arrow-down cross New Business
  • arrow-down cross Operational Support
  • arrow-down cross Retention
  • arrow-down cross Webchat

Where our teams are based

Not all of our teams operate from all of our offices. Below you can see the offices in which these teams are based.

Meet some of the 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.

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.