Insurance Customer Support Specialist

4 weeks ago


Leicester, Leicester, United Kingdom Hastings Direct Full time

Insurance Customer Support Specialist - New Policies

We are seeking dedicated individuals with a knack for resolving issues to become part of our New Business division as an insurance customer support specialist. In this role, you will assist clients during their insurance acquisition process, ensuring they receive exceptional service and value. If you are committed to enhancing customer experiences, this position offers you the opportunity to make a significant impact.

Working Hours / Shift Patterns: The role requires a commitment of 37.5 hours per week, following a rotating shift schedule from 08:00 to 19:00, Monday to Friday, with additional hours on Saturday and Sunday. Weekend work will be necessary once every five weeks, with compensatory time off provided for weekend shifts.

Location: The position is based in a modern office environment that is conveniently located in the city center.

Training: Initial training will span six weeks, combining theoretical knowledge and practical experience. The first three weeks will focus on classroom learning, followed by three weeks in an Academy setting where you will apply your skills while assisting customers under the guidance of experienced coaches. After successful completion of training, you may transition to a hybrid working model.

Hybrid Working Approach: Our hybrid model offers flexibility, typically requiring only one office visit per week, with the option to work remotely for the remainder of the time. Attendance may be necessary for specific training sessions and events.

Compensation: The starting salary is £23,500, complemented by benefits and opportunities for salary advancement.

Role Overview:

The New Business division is responsible for providing clients with quotes for various insurance products, including automotive, home, and multi-vehicle policies. You will ensure clients have all necessary information to make informed decisions and support them in completing their policy purchases through our digital platforms.

Continuous training and development are integral to this role, with a structured program designed to enhance your skills in customer retention, negotiation, and self-service advocacy. There are numerous opportunities for career advancement within the organization.

Candidate Profile:

  • Self-driven individuals who take pride in their work and align with our core values.
  • Adaptable team members who can handle change and demonstrate resilience.
  • Colleagues who approach customer interactions with positivity, empathy, and patience.
  • Effective communicators capable of building rapport and showcasing their personality.
  • Individuals proficient in navigating software systems while engaging in conversations.
  • Detail-oriented candidates who are accountable and thorough in their work.

What We Offer:

As part of our organization, you will experience a unique approach to business, emphasizing the 4Cs: colleagues, customers, company, and community. We are committed to supporting your growth through comprehensive training and development programs, including initial product training, live call support alongside experienced colleagues, and ongoing training tailored to your needs. Recognition and rewards are integral to our culture, and we encourage you to share your ideas and contribute to our success.

Benefits Include:

- Up to 5% annual discretionary bonus
- Hybrid working model (1 day per week in the office)
- Modern open-plan office environment
- A diverse and friendly workplace culture
- On-site dining options and coffee facilities
- 25 days of annual leave plus bank holidays (with the option to buy/sell additional days)
- Pension matching up to 10% of your salary
- Life insurance coverage (4 times base salary)
- Discounts on company products and with various retailers
- Additional health and wellness benefits after probation
- Referral bonuses for recommending new colleagues
- Provision of necessary technology, including a new laptop

Hastings Group is an equal opportunity employer, committed to treating all applicants fairly. We welcome applications from individuals of all backgrounds and experiences.



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