Customer Experience Representative

Department: Business Services

Location: Fleet

Description

Location: This role will be remote.
However, during the first 2 weeks of employment, your onboarding will be based at our office in Admiral House, Harlington Way, Fleet, GU51 4BB. Monday - Friday 09:00 - 17:00

After onboarding is complete, the working hours will be: 20 hours per week
Mon - Fri 17.00 - 21.00.

Some flexibility may be required to change your hours from time to time to help the team with increased customer demand and there may be an opportunity to work overtime on occasion to cover team holidays.


Tempcover is at the forefront of the fast-growing world of short term insurance. Our mission is to make car insurance flexible, quick, and easy for drivers. We've sold millions of policies that have helped drivers get where they need to go, but we're not finished there. We're growing our team to help us continue in that mission.If you are extraordinary at what you do and want to be a part of a rapidly growing business at the cutting edge of the InsureTech industry, we would love to hear from you



You will be the first point of contact for our customers. As a brand ambassador for Tempcover and its partners, it is essential that you deliver excellent service standards and maintain high customer satisfaction.

You will engage with our customers via telephone, email, live chat and instant message via social media. Your primary role will be to enhance the Tempcover customer service experience. In doing so you must ensure you comply with the rules and requirements set by our industry regulators, namely the FCA and ICO. You will adhere to the fundamentals of Treating Customers Fairly and know when to spot vulnerable customers and when to log an expression of dissatisfaction or complaint.

You will take calls from the Police and Motor Insurers' Bureau to assist them in roadside stops with insurance checks and on occasion you may also need to liaise with our insurer partners with operational matters relating to customer policies.


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 your Customer Thermometer 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 essential.


• 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.

You don't need to tick off everything on this list - so don't let that hold you back from applying. We want to make sure you're learning plenty during your time with us!



Our commitment to you:
At RVU, we are dedicated to developing valuable, inclusive, and user-friendly products and services that deliver positive outcomes for all of our customers. To achieve this it's essential that our teams reflect the diverse range of people in our community. We believe in being the change we wish to see in the world, by embracing our differences and holding ourselves accountable to being open and inclusive teammates and wider community members.

What we offer:

We want to give you a great work environment, support your growth both personally and professionally, and provide benefits that make your time at RVU even more enjoyable. Here are some of the benefits you can look forward to:

• 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.**