Customer Retention Advisor

CompanyHastings Direct

LocationBexhill, England, United Kingdom

Posted At2/27/2026

UK Visa Sponsorship Analytics

Analytics are greyed out due to low classification confidence (58.0%).

Occupation Type

Customer service occupations not elsewhere classified.

Occupation Code Skill LevelIneligible

Sponsorship EligibilityIneligible for Sponsorship

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Description

Renewals Representative

Do you have a passion for helping others and supporting the growth of our business? Are you confident in your communication skills, have excellent active listening and able to speak to a varied customer base both verbal and written - Can you deliver an exceptional customer experience every time?

If so, we’d love to hear from you! Join our Renewals team and be the first point of contact for our customers during their renewal with us.

Working Hours/ Shift Patterns: You will work 37.5 hours per week on a Monday to Friday rotational shift pattern between the hours of 08:00 – 19:00.

Training: Our 12 week training programme is delivered face to face in the office. The first 8 weeks focus on core learning, followed by continued in‑office support through to week 12 as you build confidence and embed your skills. After completing the full programme, you’ll receive sign‑off from a trainer or team leader before moving to hybrid working and into your permanent team.

Our approach to Hybrid Working: With hybrid working, you have more flexibility, as you usually only have to visit our office once 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 a comprehensive benefits package. Upon completing the training and coaching period, which typically lasts 12 weeks, the salary will automatically increase to £26,550. There will be further opportunities for salary progression up to £29,500, depending on your commitment to personal development and career growth..

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

At Hastings Direct, we have a simple ambition – to be the best and biggest digital insurance provider in the UK. Our customer teams communicate with thousands of customers daily through various channels and delivering the high-quality insurance service they deserve.

Your role: Joining a busy team within a customer focused environment, you’ll be the voice of Hastings as you support our customers who are coming to the end of their current policy and want to discuss their renewal with us.

A key part of your role will be to actively listen to any customer queries and then work with them to fact find and understand any changes to their policy details and circumstances. You will then utilise your training and our systems to offer the customer the most suitable products and price for their upcoming insurance needs.

That means talking confidently with purpose about our products, giving accurate information first time and making sure customers understand everything about their policy, quotation and services.

What We're Looking For In a Renewals Representative

Have transferable skills such as; resilience, persuasiveness and customer centricity
Experience in delivering quality customer outcomes
Self- motivated individuals that take pride in what they do and who can demonstrate politeness and problem-solving skills
Ability to overcome customer objections and drive a positive resolution through excellent communication skills (questioning and listening)
Computer skills: you'll take inbound calls whilst navigating our in-house software systems

All interviews take place in person at our offices, to provide a face-to-face meeting with our team. This helps us connect with you and gives you the chance to see our workplace environment up close.

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. Not to mention plenty of recognition and rewards, and the scope to voice your ideas and put them into practice. And the chance to develop your career across our business, with opportunities for secondments, or to become a coach.

Benefits You’ll Receive

Up to 5% annual discretionary Bonus
Hybrid working (1 day per week in the office with the option to do more depending on your preference)
A fantastic open plan modern office
We promote a relaxed, friendly & diverse working environment
'Harrys’ - a great onsite restaurant, with a wide range of choice at breakfast and lunchtime & an on-site Costa coffee
25 days holiday and bank holidays equivalent (plus buy and sell up to 5 days)
Pension match up to 10% of your salary
Life insurance (4 x base salary)
Discounted Hasting Direct products
Discounts & cashback with well-known retailers
Tech scheme, cycle to work, health assessments, and skin check - on completion of probation
Refer a friend scheme - earn £500 for every friend you refer
We will provide you will all the tech that you need! Including a brand-new Microsoft Surface laptop

As a Disability Confident employer, we’re committed to ensuring our recruitment processes are fully inclusive – what this means to you is if you’re applying for a job with us, you’ll have fair access to support and adjustments throughout your recruitment journey. For this position, we’re regrettably unable to accept applications through the Disability Confident Scheme (DCS) due to the extremely high volumes of applications we receive. However, what we put in place for these positions instead in order to remove barriers is

an opportunity for all candidates to complete first stage assessments, in the form of some online exercises, which we can also provide adjustments for on a case-by-case basis. For more information on the DCS, please visit our inclusive business page on our careers site.

If you require any reasonable adjustments to be made throughout the assessment process you should contact the recruitment team at recruitmentteam@hastingsdirect.com prior to starting any assessments, in order that adjustments can be considered.

Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.

At Hastings Direct, we’re committed to creating an inclusive environment where everyone has the opportunity to succeed. If you require any reasonable adjustments during the recruitment process, we encourage you to be open with us. Our recruitment team is here to provide the support you need to ensure a fair and accessible experience for all.