Customer Service Representative - Lending

Are you searching for a new opportunity? We have an opening for a Customer Representative!  

You’ll probably know Hastings Direct as a digital insurance provider, but did you know we also have a growing unsecured lending business? We have a competitive product on market-leading systems offering customers guaranteed eligibility and real rates through price comparison websites (PCWs).   

We have over four million customers but know there’s an even bigger opportunity out there and have ambitious plans to become The Best and Biggest in the UK market. We’ve made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture.  

Working Hours/ Shift Patterns: You will work 37.5 hours per week on a Monday to Friday 9:00 – 17:30 No weekends or bank holidays 

Training: The main training period runs for the first 4-6 weeks and takes place face to face in the office. 

Our approach to Hybrid Working: With hybrid working, you have more flexibility, as you usually only have to visit our office once or twice a week and work remotely for the rest of the time. You can always opt to work from the office more frequently if that suits you better. When we organise training and events you may be required to attend in person for the duration. 

Salary: The starting salary is £26,230 plus benefits. There will be opportunities for further salary progression with the right focus on personal development. 

Location: Our fantastic Bexhill office, which is next to the seafront, and only a short walk from Collington station.  

Team Overview  

As a Customer Representative in Lending, you will be responsible for answering queries from customers that have a loan from us, servicing midterm changes on their account and supporting them with settlements. You will also be supporting customers that are looking to take a loan with us, answering their queries and ensuring we have all the correct information. You will be using multiple channels whilst striving to resolve customer queries first time. 
 
You will be managing inbound calls & emails, as well as helping the wider operations team manage and support the end-to-end customer journey. 

Job Details 

• Working closely with our Underwriting & Collections colleagues to escalate customer interactions where necessary 

• Ensure that all customers are treated fairly and that those who are identified as being vulnerable or in financial hardship are dealt with in accordance with regulatory and company policies at all times 

• Manage customer complaints in an effective manner and in line with company policies 

• Be a self-starter and proactively manage work queues in an efficient and effective manner on a day-to-day basis 

• Be a team player, supporting other colleagues who need help and suggesting process/system improvements where necessary 

Transferable/essential skills we would love you to have  

• Underlying focus on Customer Service essential, comfortable conversing with customers on phone and email 

• Proactively identifying process improvements to help improve customer and business outcomes 

• Willingness and ability to learn a new product line and apply existing skills in new area 

• Adept at identifying and dealing with vulnerable customers 

What we offer:  
Join us and you’ll find a different way of doing things. We call it the 4Cs. So, we focus on getting it right for our colleagues, customers, company and community.  

 
As one of our colleagues, you’ll be helping to drive our growth, so in return, we’ll give you all the support, training and development you need. That includes initial in-house training on our products and systems, as well as taking live calls alongside an experienced colleague, and regular, on-going training tailored to your individual needs