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Life at Hastings Direct: Gemma

Gemma, Team Leader

What's it like working at Hastings Direct? We're an agile and fast moving company where Colleagues can contribute and thrive.

Want to know more? We're going to be talking to different people throughout the business to give you a real insight into what it's like to work at Hastings Direct.


Gemma joined Hastings Direct five years ago as a customer representative, before this she was a flight attendant so this was a real change in career.

Gemma continued in the role as a customer representative for a year and a half before being promoted to senior representative, and then on to a team leader and academy leader.

She's responsible for coaching, developing and supporting our new and existing colleagues to a competent level as well as leading by example and role modelling behaviours amongst others.

What do you love about Hastings Direct?

The time and investment the company gives its Colleagues. We're treated as people and not numbers. Let's not forget the unbelievable amount of support we give to the community.

What attracted you to work at Hastings Direct?

The career progression.

What would your candidate top tip be?

Research the company, you'll be surprised how much there is to know.

What does a day in your role look like?

My day could include anything from coaching my team, taking over complaints, holding one to one meetings with colleagues and team meetings, interviewing new candidates, supporting HR practices, developing the coaches, running incentives, driving performance and much more.

What's the main perk of your role?

Seeing my team develop and blossom in their role, whether it's from training and being signed into teams or progressing into a different role — job satisfaction's the biggest thing.

What did you do before you joined Hastings Direct?

I was an air hostess, so I knew absolutely nothing about insurance.

How has your career developed while at Hastings Direct?

I started as a customer representative in 2010, was successful in moving in to a senior representative position within a year and a half, and a couple of years later I was made permanent in a team leader role. I'm now overseeing the customer service academy, which I absolutely love.