Customer Service Advisor

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 enquiriesManage a variety of policy queries, changes, renewals, sales queries, payments, and general administrationTake ownership of customer enquiries, ensuring every customer receives a first-class experienceBuild rapport and lasting relationships with customers, always aiming to go the extra mileAccurately maintain customer recordsHandle complaints with empathy and professionalism, escalating when necessaryWhat We Need From You:

Previous experience in customer services, call centre experience is beneficialStrong verbal and written communication skillsAble to build relationships with customers, be resilient, and able to remain calm under pressureConfident using Microsoft Word and Excel, Google maps and be able to use multiple systemAbility to work both independently and as part of a team.

Attention to detail, able to be flexible and have a positive approach to changeMinimum of 5 GCSEs at grade 9-4 (A*-C) or equivalent, including Maths and EnglishTechnical 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.

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.

Our comprehensive benefits package includes

We are offering 31 days annual leave (including bank holidays)Employee Assistance ProgramPension SchemeHealth cash planIncentive of £250 on refer a friend schemeSocial company events, we want you to be part of the Hood Group communityEmployee Recognition Scheme – Hood Stars, we celebrate and recognise your contribution to Hood GroupWe will provide your laptop and any other professional equipment as required