Customer Service Advisor

Are you looking for a role where you can represent a leading brand and deliver outstanding customer service?

Join our team as a Customer Service Advisor in our Call Centre! As a brand ambassador, you'll be building lasting relationships with our customers, promoting our values with every interaction and ensuring each customer receives an exceptional service.

Established in 1983, Hood Group is a UK-based insurance services provider with over four decades of industry expertise. We collaborate with start-ups, consumer brands, and major insurers to deliver innovative insurance solutions. At Hood Group, we are committed to helping our partners, including John Lewis Partnership and Ticker Insurance, to transform their insurance propositions through pioneering business models and products.

What will I do in the role?

The most important part of the job – being our Brand Ambassador

The first point of contact for all customer queries

Handling a high volume of inbound and outbound customer calls

Provide outstanding customer service across telephone, webchat and email. This is usually dealing with existing policies queries, changes, renewals, sales queries, payments and general policy administration.

Make sure the customer is at the heart of every conversation

Updating customer records as and when necessary.

What do I need?

Good customer service experience, ideally in a call centre

A genuine passion and desire for delivering ‘excellent customer service’

Ability to be versatile in your approach to adapt your style for each customer

Ensuring an empathetic approach for all our customers

Strong written and verbal communication skills

A true team player

Strong IT skills; including the ability to compose emails, use Word, Excel, Outlook and other in-house databases

Tech Savvy, be able to more from different systems, able to conduct more than one webchat at a time and able to pick up templates and amend as necessary for your customer enquiry.

Have the drive and willingness to learn

What are the working hours?

On a full time basis, it is a 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.

On a part-time basis, it is a 24 hours per week Monday to Friday with set hours, working a 8 hour day.

We are also looking to recruit flexible shift patterns on weekends and bank holidays.

Why work for us?

At Hood Group, we take pride in our dynamic work environment that champions innovation and initiative. Being a part of our team doesn’t just mean meeting goals – it’s about belonging to a vibrant community that makes working at Hood Group so special.

Our comprehensive benefits package includes:

A vibrant and lively office space in the heart of Southend, easily reachable via public transport

Holiday allowance of 31 days (including bank holidays)

Access to our Christmas Savings Club

Engaging company events that strengthen the Hood Group community

A rewarding work culture, supported by our employee recognition scheme – Hood Heroes

Employee Assistance Program

Income protection cover

Eye care vouchers, including discount on glasses

Pension scheme

And there’s more benefits…….

We have a new, modern, airy office based right in the heart of Southend-on-Sea, just off the high street.

We will provide you with a laptop and any other professional equipment required and you will also receive a working from home allowance.

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.

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.