Customer Service Advisor

Location: On site / Southend-on-Sea, UK
job type: Permanent / Full-time
Sector and subsector: Client Services Call Centre
Annual Salary Range:from £ 26,208.00 to £ 27,300.00

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, including well-known household brands and high street retailers, 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:

• Good customer service experience, ideally in a call centre
• Strong written and verbal communication skills with the ability in adapting your communication style to meet customer needs and be empathic
• Team player with strong IT skills, proficient in Microsoft Office and capable of handling multiple tasks.
• Tech-savviness, 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 20mbps download & 10mbps 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?

At Hood Group, we take pride in creating a collaborative working environment that nurtures creativity and encourages forward thinking. Joining our team means more than just achieving objectives - it's about being part of a community that makes working at Hood Group truly exceptional.

Benefits:

• 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, we want you to be part of the Hood Group community
• Employee Recognition Scheme - Hood Stars, we celebrate and recognise your contribution to Hood Group
• We will provide your laptop and any other professional equipment as required

The administrator of your data is Hood Group with its registered office in Southend-on-Sea, UK, SS1 2BB, at Dencora Court, Tylers Avenue. The data is collected for the purposes of recruitment for the position given in the advertisement, it can also be processed in future recruitment processes with your additional consent. Providing personal information is voluntary. You have the right to access the data, correct or delete it. Detailed information on the processing of personal data by Hood Group can be found in the principles of data processing in Cezanne Recruitment and our Privacy Policy. I agree to the processing of my personal data by Hood Group for the purposes of this recruitment process for the position specified in the advertisement. I consent to the processing of my personal data by Hood Group for the purposes of future recruitment processes. By applying to this job you accept the Privacy Policy