
- Junior
- Optionales Büro in Fleet
Monday - Friday - 09:00-17:30 + 1 Saturday a month.
What you'll be doing:
- Learn and retain key product knowledge.
- Manage the Customer mailboxes responding to all customer enquiries by email and live chat and where possible, hit the company response time frame of one hour during opening hours.
- Investigate and resolve customer issues and provide real-time troubleshooting using our session replay software.
- Make careful and considered decisions, recognise when to reach out for assistance and know when to formally escalate a matter to complaint.
- Manage the Partnerships mailbox responding to all partner related enquiries.
- Monitor our social media channels.
- Take phone calls from the MID and Police to confirm whether cover is in place for roadside stops and impounded vehicle releases.
- Monitor and respond to our customer reviews on Google and TrustPilot and recognise when to escalate a review for investigation.
- Collect your own service reviews by ensuring our Trust Pilot link is sent out to all customers in order to obtain feedback and customer satisfaction scores.
- Effective communication with the wider team using the resources available to you (Slack, GMail, Zoom).
- Prepare detailed Handovers at the end of every shift to ensure a smooth handover between yourself and the next member(s) of staff. You will need to ensure all customer queries that are escalated are followed up.
- Plus, any other ad-hoc work as and when required by the business.
What we’re looking for:
- Previous experience in a customer service support role is preferred.
- An understanding of the DPA & GDPR is desirable, but not essential.
- Experience in the Insurance industry is preferred, but not essential as full training will be provided.
- You must be a strong and confident communicator.
- A strong desire to keep the customer at the heart of all you do within your work and provide excellent customer outcomes as a result.
- Ability to work as part of a team as well as on your own on occasion.
- A good eye for detail is essential.
- Ability to learn and apply knowledge.
- Problem solving skills and confidence in decision-making.
- Accuracy in gathering and recording of all information.
- Excellent written and verbal communication skills.
- Confidence in liaising with customers, insurers, the Police and MID and other external providers by phone, email and live chat.
- Clear strength in organisation, multi-tasking and ability to manage own workload.
- Ability to work under pressure.
- Strong administrator who achieves tasks to a high standard of efficiency.
What we offer:
- 10% discretionary yearly bonus and yearly pay reviews (based on RVU and personal performance)
- Employer matching pension contributions up to 7.5%
- A one-off £300 “Work from Home” budget to help contribute towards a great work environment at home
- Excellent maternity, paternity, shared parental and adoption leave policy, for those key moments in your life
- 25 days holiday (increasing with years of employment to 30 days) + 2 days “My Time” per year
- Private medical cover, critical illness cover and employee assistance programme
- A healthy learning and training budget
- Electric vehicle and cycle to work schemes
- Regular events - from team socials to company-wide events with insightful external speakers, we want to make sure our colleagues continue to feel connected
**As a tech company who strives to get better every day, we use Metaview during the interview processes for note taking purposes. This records and transcribes interviews so the interviewer can fully focus on your conversation, rather than writing. This has no bearing on the assessment of you as a candidate and you can opt out at any time. Just let us know.**