Customer Service Professional

3 weeks ago


Old Town, Edinburgh, United Kingdom Hastings Direct Full time

We are seeking a highly motivated and customer-focused individual to join our Retentions department as a Customer Representative.

About the Role

As a Customer Representative, you will be the voice of Hastings, supporting customers who are coming to the end of their current policy and want to discuss their renewal with us.

Your key responsibilities will include actively listening to customer queries, fact-finding, and understanding changes to their policy details and circumstances.

You will then utilize your training and our systems to offer customers the most suitable products and price for their upcoming insurance needs.

This will involve confidently communicating about our products, providing accurate information first time, and ensuring customers understand everything about their policy, quotation, and services.

Requirements
  • Experience in delivering quality customer outcomes
  • Self-motivated individuals who take pride in what they do and 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: taking inbound calls whilst navigating our in-house software systems

We estimate the salary for this position to be around £23,000 - £25,000 per annum, depending on location and experience.

About You

An insurance background is not necessary; we see many skills as transferrable, such as resilience, persuasiveness, and customer centricity.

What We Offer
  • Full training with industry experts and friendly coaches guiding you throughout your career with Hastings
  • Up to 5% annual discretionary bonus
  • A fantastic open-plan modern office
  • We promote a relaxed, friendly, & diverse working environment
  • Career stepping stones, investing in and progressing our people by helping them hit their career goals and gain professional qualifications
  • 'Harry's' - an onsite restaurant with a wide range of choice from breakfast time to dinner time & an on-site Costa coffee
  • Refer a friend scheme - earn £500 for every friend you refer
  • We provide all the tech you need, including a brand-new Microsoft Surface laptop
  • 25 days holiday and bank holidays equivalent (plus buy and sell up to 5 days)
  • Tech scheme, cycle to work, health assessments, and skin check - on completion of probation
  • Discounts & cashback with well-known retailers


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