Customer Outcomes Champion

Job Description

Job Title: Customer Outcomes ChampionLocation: Office in Leicester (one day per week in-office working)Working Hours: 37.5 hours per weekOpening Hours: Monday to Friday 8:00am - 19:00pm, Saturday 9:00am - 17:00pm and Sunday 9:00am - 13:00pmSalary: £21,400 up to £24,300 as part of our careers frameworkStart Date: 21/08/2023Who are we looking for, to join our team

• You need to love helping customers resolve their problems, you dont need to know about insurance, we will give you all of the training and tools you need to be able to do this successfully
• You need to be prepared to be flexible, taking calls, responding to emails and web chats; speaking to customers all day can be challenging so you will need to be resilient, with a great outlook and work ethic
• We have a clear career structure that allows you to progress and quickly move through the skills and salary ladder and get your salary to £25,360
• Delivering simple and straightforward service to our customers is at the heart of what we do and we are looking for this to mirror in your own values and motivations
• We have an ever-changing environment and we ask for you to be confident enough to contribute your ideas but also flexible to change for the better

Hastings Direct - who are we, and whats our vision and purpose We are a digital insurance business helping people like us protect their homes, cars, vans and motorbikes. We are passionate about service and helping our customers and whilst many buy and service their policies online, some customers need some extra helpat times. Thats where we need your help if like us you care passionately about helping customers and keeping things straightforward and simple then take a look at why we are not like other call centres, come and join us and find out how we are different.Whats next - where are we heading Weve got big ambitions, we already have over 3 million customers and are heading towards 5 million, growing ethically and sustainably supporting our colleagues, customers and community to delivery great outcomes for everyone.We have an award-winning culture focussed on diversity and inclusion, we also have a clear learning and development culture supporting rapid progression for colleagues that want to progress. Our culture underpins everything, ultimately, its about colleagues,leadership and culture. If we get that right, everything we do for our customers, company and community becomes easy.What are you waiting for - who are we looking for, to join our team

• We work in a fast-paced environment and speaking to customers all day can be challenging so we are looking for people with the resilience, with a great outlook and work ethic
• Our goal is to get it right for customers first time so we may ask you to take on more skills to help us collectively achieve this vision
• Delivering simple and straightforward service to our customers is at the heart of what we do and we are looking for this to mirror in your own values and motivations
• Youll answer customer calls based on a schedule and therefore managing your time is key, well equip you to do this effectively through support tools and coaching
• Being loyal to customers is important to us and therefore having problem solving and influencing skills is important to helping our ambition
• We will support you with your future, but we are also looking for you to take ownership of your career and development
• We have an ever-changing environment, and we ask for you to be confident enough to contribute your ideas but also flexible to change for the better

What benefits are on offer and hows the company culture

• Our environment and outlook is collaborative, relaxed and friendly - we recognise the time and energy you invest with us and how important environment is, in playing a part to our culture
• We offer a modern workspace to support hybrid working across both our Leicester and Bexhill offices
• The office is a couple of minutes walk from Leicester Station and there are bus stops on St Georges Way - we also have bicycle parking, showers, changing rooms, and heated lockers available too
• On-site we have a range of available facilities including a subsidised on-site eatery, games area, wellbeing rooms and WIFI
• Our frontline colleague development framework focuses on clear progression and rewards, and well work with you to support personal goals and career aspirations
• We offer a range of benefits from healthcare, wellbeing initiatives through to annual bonus schemes and broader access to benefits that extend to family and friends

Hear more about our fantastic roles from our colleagues here at Hastings Direct, Jade and Aaron: https://inside-hastings/start-career-customer-serviceHastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, genderreassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.