Customer Service Advisor

Overview

Location: On site / Southend-on-Sea, UK
Job type: Permanent / Full-time
Sector and subsector: Client Services Call Centre
Annual Salary range: from £27,256.00 to £28,392.00

We are recruiting for a Customer Service Advisor for our in-house call centre based at our Southend office. You ll be building lasting relationships with our customers, promoting our values with every interaction and ensuring each customer receives an exceptional customer service.

Hood Group is a UK-based insurance provider that partners with start-ups, consumer brands, and large insurers to deliver innovative insurance solutions. Established in 1983 and with over 40 years' experience working across the insurance industry, the company aims to help its partners transform their insurance proposition by delivering innovative business models and products that enhance customer engagement and drive growth.

Key Responsibilities

• Serve as a brand ambassador as the first point of contact for all customer inquiries.
• Manage a high volume of inbound and outbound calls, web chats, and emails.
• Handle queries related to existing policies, changes, renewals, sales, payments, and general policy administration.
• Ensure the customer is central to every conversation.
• Maintain and update customer records accurately and efficiently.

What We Need From You (Qualifications)

• Good customer service experience, ideally in a call centre
• Strong written and verbal communication skills with the ability to adapt your communication style to meet customer needs and be empathetic
• Team player with strong IT skills, proficient in Microsoft Office and capable of handling multiple tasks
• Tech-savvy, with the ability to navigate various systems and manage multiple web chats simultaneously

Technical Requirements

We require you to have a fast & stable home fibre broadband, with a (proven) minimum consistent speed of 20 Mbps download & 10 Mbps upload, available at all times.

Training and Development

We have a robust full-time 4 weeks' training programme that requires you to be in our office for the first 6 months of your employment and be able to travel to our Southend office on a regular basis.

Working Hours

40 hours per week on a rotating shift basis, between the hours 8:00am-8:00pm, Monday to Friday. Saturdays, Sundays & Bank Holidays between the hours 9:00am-5:30pm.

Why Join Us

• We are offering 31 days annual leave (including bank holidays)
• Employee Assistance Program
• Pension Scheme
• Health cash plan
• Incentive of £250 on refer a friend scheme
• Social company events and a community-focused culture
• Employee Recognition Scheme - Hood Stars
• Company-provided laptop and other professional equipment as required