Customer Renewals Representative presso Hastingsdirect

Renewals Representative  

 
Do you have a passion for helping others and supporting the growth of our business? Are you confident in your communication skills, have excellent active listening and able to speak to a varied customer base both verbal and written - Can you deliver an exceptional customer experience every time? 

If so, we’d love to hear from you! Join our Renewals team and be the first point of contact for our customers during their renewal with us.   

 
Working Hours/ Shift Patterns: You will work 37.5 hours per week on a Monday to Friday rotational shift pattern between the hours of 08:00 – 19:00.   

 
Training: The core training lasts for the first 4 weeks and is delivered in person at the office. You'll continue working onsite through to week 10 to reinforce your learning and build confidence. After this period, you'll need approval from a trainer or team leader before transitioning to hybrid working. Your training will consist of learning both our Customer Service journeys (telephony and digital) so you’re fully equipped to support customers across all channels. 

 
Our approach to Hybrid Working: With hybrid working, you have more flexibility, as you usually only have to visit our office once a week and work remotely for the rest of the time. You can always opt to work from the office more frequently if that suits you better. When we organise training and events you may be required to attend in person for the duration. 

 
Salary: The starting salary is £25,150 plus benefits. Upon completing the training and coaching period which usually takes 12 weeks, the salary will automatically increase to £25,500. There will be opportunities for further salary progression to £27,500, which can be achieved in as little as 12-months with the right focus on personal development. 

 
Location: Our vibrant Leicester office is conveniently located in the city centre, just a short walk from the train station and easily accessible via major road routes. 

 
At Hastings Direct, we have a simple ambition – to be the best and biggest digital insurance provider in the UK. Our customer teams communicate with thousands of customers daily through various channels and delivering the high-quality insurance service they deserve.  

 
Your role: Joining a busy team within a customer focused environment, you’ll be the voice of Hastings as you support our customers who are coming to the end of their current policy and want to discuss their renewal with us. 

 A key part of your role will be to actively listen to any customer queries and then work with them to fact find and understand any changes to their policy details and circumstances. You will then utilise your training and our systems to offer the customer the most suitable products and price for their upcoming insurance needs.  

That means talking confidently with purpose about our products, giving accurate information first time and making sure customers understand everything about their policy, quotation and services.  

 
What we're looking for in a Renewals Representative 

• Have transferable skills such as; resilience, persuasiveness and customer centricity 

• Experience in delivering quality customer outcomes    

• Self- motivated individuals that take pride in what they do and who can demonstrate politeness and problem-solving skills   

• Ability to overcome customer objections and drive a positive resolution through excellent communication skills (questioning and listening)   

• Computer skills: you'll take inbound calls whilst navigating our in-house software systems  

All interviews take place in person at our offices, to provide a face-to-face meeting with our team. This helps us connect with you and gives you the chance to see our workplace environment up close. 

 
What we offer: 
Join us and you’ll find a different way of doing things. We call it the 4Cs. So, we focus on getting it right for our colleagues, customers, company and community. 

 
As one of our colleagues, you’ll be helping to drive our growth, so in return, we’ll give you all the support, training and development you need. That includes initial in-house training on our products and systems, as well as taking live calls alongside an experienced colleague, and regular, on-going training tailored to your individual needs. Not to mention plenty of recognition and rewards, and the scope to voice your ideas and put them into practice. And the chance to develop your career across our business, with opportunities for secondments, or to become a coach. 

 
Benefits you’ll receive: 

• Up to 5% annual discretionary Bonus 

• Hybrid working (1 day per week in the office with the option to do more depending on your preference) 

• A fantastic open plan modern office 

• We promote a relaxed, friendly & diverse working environment 

• 'Harrys’ - a great onsite restaurant, with a wide range of choice at breakfast and lunchtime & an on-site Costa coffee 

• 25 days holiday and bank holidays equivalent (plus buy and sell up to 5 days) 

• Pension match up to 10% of your salary 

• Life insurance (4 x base salary) 

• Discounted Hasting Direct products 

• Discounts & cashback with well-known retailers 

• Tech scheme, cycle to work, health assessments, and skin check - on completion of probation 

• Refer a friend scheme - earn £500 for every friend you refer 

• We will provide you will all the tech that you need! Including a brand-new Microsoft Surface laptop 

As a Disability Confident employer, we’re committed to ensuring our recruitment processes are fully inclusive – what this means to you is if you’re applying for a job with us, you’ll have fair access to support and adjustments throughout your recruitment journey. For this position, we’re regrettably unable to accept applications through the Disability Confident Scheme (DCS) due to the extremely high volumes of applications we receive. However, what we put in place for these positions instead in order to remove barriers is an opportunity for all candidates to complete first stage assessments, in the form of some online exercises, which we can also provide adjustments for on a case-by-case basis. For more information on the DCS, please visit our inclusive business page on our careers site. 

If you require any reasonable adjustments to be made throughout the assessment process you should contact the recruitment team at [email protected] prior to starting any assessments, in order that adjustments can be considered.