Job Description

Are you passionate about providing exceptional customer service and eager to represent a leading brand?
Join our team as a Customer Service Advisor in our Call Centre!
As a Customer Service Advisor, you'll be building lasting relationships with our customers, promoting our values with every interaction and ensuring each customer receives an exceptional 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 and 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
• A strong passion for delivering outstanding customer service.
• 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.
Our comprehensive benefits package includes:

• 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

Skills Required