Organization: Hastings Direct
Location: Bexhill / Hybrid
Duration: Full-time, permanent
Application Deadline: 23 September 2025
Schedule: Monday – Friday, 9:00 AM – 5:30 PM (37.5 hours, no weekends)
Compensation: Starting salary £25,150 plus benefits, with opportunities for progression within 12 months
About the Organization
Hastings Direct is a fast-growing, digitally driven insurance provider serving over 4 million customers across the UK. With more than 4,600 colleagues, the company is committed to becoming the country’s leading digital insurance provider. Its culture is shaped by the “4Cs” – focusing on colleagues, customers, company, and community – ensuring growth is balanced with a strong sense of responsibility and inclusivity.
Position Overview
The Customer Representative in Unsecured Lending acts as the first point of contact for customers, handling their needs with professionalism and empathy. From loan application through to closure, the role involves managing inbound and outbound communications across calls and emails while supporting the wider operations team to deliver an exceptional end-to-end experience.
Key Focus Areas
- Inclusive Digital Ecosystems
Communicate effectively with customers through multiple channels, ensuring clear, consistent service delivery. - Country Office Support & Capacity Building
Support operational colleagues, share process improvements, and contribute to a culture of collaboration. - Digital Strategy Implementation
Leverage hybrid working practices and digital tools to enhance customer journeys and streamline service. - Business Operations
Manage loan-related queries efficiently, resolve issues at first contact, and adhere to regulatory requirements. - Partnerships & Strategic Communications
Identify and support vulnerable customers, demonstrating sensitivity and strong problem-solving skills. - Digital Product Design & Management
Proactively suggest process improvements that strengthen both customer satisfaction and business outcomes. - Organizational Change Management
Embrace training, professional development, and opportunities to grow into coaching or secondments.
Candidate Profile
The role suits individuals who thrive on delivering excellent service and building customer trust. Attention to detail, resilience, and strong problem-solving skills are essential, alongside the ability to work in a regulated environment.
Education Requirements
- No specific degree requirement; training will be provided.
Preferred Qualifications
- Experience in financial services or another regulated industry.
- Strong verbal and written communication skills.
- Confidence in handling customer calls and emails.
- Ability to recognize and support vulnerable customers.
Application Instructions
Applicants should prepare an up-to-date CV and be ready to complete online assessments as part of the recruitment process. Hastings Direct provides reasonable adjustments where required to ensure accessibility for all candidates.
Additional Information
- Hybrid working model: typically one day per week in the Bexhill office, with flexibility to work more on-site if preferred.
- Initial training lasts four weeks and is delivered in person at the office.
- A wide range of benefits is available, including a discretionary bonus (up to 5%), 25 days’ holiday plus bank holidays, pension matching up to 10%, life insurance, discounted Hastings Direct products, tech schemes, health checks, and more.
- The Bexhill office features modern open-plan facilities, an on-site Costa, and “Harry’s” restaurant offering varied meals.
Contact
For more information and to apply, visit the Hastings Direct careers page.
