Customer Representative - Lending

Customer Service Representative, Lending

You’ll probably know Hastings Direct as a digital insurance provider, but did you know we also have a growing unsecured lending business? We have a competitive product on market-leading systems offering customers guaranteed eligibility and real rates through price comparison websites (PCWs).

As part of our expansion, we’re looking for people to with a passion for customer service to join our growing lending business. In this role you will be responsible for all inbound customer queries from point of application, through to loan closure, using multiple channels whilst striving to resolve customer queries first time. 
We have over three million customers, but know there’s even bigger opportunity out there and have ambitious plans to become The Best and Biggest in the UK market. We’re proud of the journey we’re on as a company and know that our continued success will rely on the contribution of our talented colleagues.  

How you will make a difference: 

A key role in the lending operations team, you will be managing inbound calls & emails, and making outbound calls, as well as helping the wider operations team manage and support the end-to-end customer journey.

• Handling inbound and outbound calls, providing brilliant customer service to our customers. 
• Working closely with our Underwriting & Collections colleagues to escalate customer interactions where necessary.
• Ensuring that all customers are treated fairly and that those who are identified as being vulnerable or in financial hardship are dealt with in accordance with regulatory and company policies at all times.
   

Skills and experience we would love you to have: 

• You're a team player, supporting other colleagues who need help and suggesting process/system improvements where necessary. 
• You will have experience working in a regulated industry preferable (Financial Services)
• You will be focused on great Customer Service, and feel comfortable conversing with customers on phone and email.
• You're a strong problem-solver with the willingness to learn and apply existing skills.
   

Hours: 37.5 Hours per week, Monday to Friday 

Salary: Starting £23,500 plus benefits and the opportunity for further salary progression. 

NB. we are in the process of our annual salary review process, as a result, this starting salary will more than likely increase. We will communicate any changes throughout the recruitment process.

Location: Our Bexhill head office, on the south coast only a short walk from the train station.  

The opportunity to work in a hybrid way; once you complete your training and can work independently, you can move to hybrid working. This will allow you more flexibility, as you usually only need to be in the office once a week and work remotely the other days. You can always opt to work from the office more frequently if that suits you better. This team have a fixed office day of every Wednesday.

What we offer: 
 

Join us and you’ll find a different way of doing things. We call it the 4Cs. 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. Not to mention plenty of recognition and rewards, and the scope to voice your ideas and put them into practice.  
 

Reward; 

• Salary – Attractive salary based on experience (pay reviews also completed each year) 
• Flexible Working – We champion a flexible and hybrid working approach so please speak to your recruiter to discuss in more detail, including days in the office and at home.   
• Competitive Bonus Scheme - All colleagues are eligible for our annual 4Cs performance bonus, which is usually paid in March. The scheme is based on Hastings’ performance against our business goals and your own personal performance. 
• Physical Wellbeing – We like to help our colleagues take a proactive approach in keeping themselves well, that’s why we fund our colleagues to be able to claim against everyday health care through our healthcare cash plan. 
• Financial Wellbeing – As well as providing you with 4x your salary with our life assurance cover and income protection at no extra cost, pension contribution match up to 10%, we are proud to provide you with an AWARD WINNING package which includes – discounts and cashback at everyday retailers and on our own products, fee free independent mortgage advice, and free access to financial wellbeing support. 
• Mental Wellbeing Programme - At Hastings Direct we understand that mental health cannot not be scheduled, that’s why we have a range of support to help you keep yourself well. We have the thrive mental health app, our colleague assistance programme available 24/7, our own in-house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs 

There's more! – 25 days annual leave +bank holidays, with the option to buy or sell one of your contracted weeks, access to private healthcare, dental plans, discounted health assessments, cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more. Most of our benefits and wellbeing resources are available to colleagues from their first day whilst some optional benefits, which involve committing to a 12-month payment schedule, are available as soon as you have completed your probationary period.

Our 4Cs principles are simple: we believe by creating the right culture for our colleagues and giving them the right tools to do their job, we’ll deliver good outcomes for every customer, helping us to grow the company profitably and sustainably and allowing us to invest in the communities we serve.

We deliver good outcomes for our customers every time by providing great products at the right price with our simple and straightforward service. We treat customers like we want to be treated - fairly, respectfully and with their best interests at heart.

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, or throughout your journey with us at Hastings, 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.

Job posting end date:

07/03/2025