Are you passionate about customer service?
We are looking for a Customer Service Advisor to join our in‑house call centre at our Southend office as part of our Operations Team. In this role, you will build lasting relationships with our customers, embody our values in every interaction, and ensure each customer receives an exceptional level of 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
- Be the first point of contact for our customers, handling inbound and outbound calls, emails, web‑chats, and admin enquiries.
- Manage a variety of policy queries, changes, renewals, sales queries, payments, and general administration.
- Take ownership of customer enquiries, ensuring every customer receives a first‑class experience.
- Build rapport and lasting relationships with customers, always aiming to go the extra mile.
- Accurately maintain customer records.
- Handle complaints with empathy and professionalism, escalating when necessary.
What We Need From You
- Previous experience in customer services; call centre experience is beneficial.
- Strong verbal and written communication skills.
- Able to build relationships with customers, be resilient, and remain calm under pressure.
- Confident using Microsoft Word, Excel, Google Maps and be able to use multiple systems.
- Ability to work both independently and as part of a team.
- Attention to detail, be flexible and have a positive approach to change.
- Minimum of 5 GCSEs at grade 9‑4 (A*‑C) or equivalent, including Maths and English.
Technical Requirements
We require you to have fast and stable home fibre broadband, with a proven minimum consistent speed of 20 mbps download and 10 mbps upload, available at all times.
Training and Development
We have a robust full‑time 4‑week 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 8.00 am‑8.00 pm, Monday to Friday, Saturdays, Sundays & Bank Holidays between the hours 9.00 am‑5.30 pm.
Start date
29 June 2026 is the next start date we have in place.
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
- 31 days annual leave, including bank holidays.
- Employee Assistance Programme.
- Pension Scheme.
- Health cash plan.
- Incentive of £250 on refer‑a‑friend scheme.
- Social company events – you will 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.
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