Customer Experience Representative

4 months ago

Fleet, United Kingdom RVU Full time

Hours: 37.5 hours per week

Sunday to Thursday 9am - 5.30pm (Friday & Saturday non-working days)

Monday, Tuesday & Wednesday working in the office 9am - 5.30pm (with 1hr lunch break)

Thursday working from home 7am - 3.30pm with (with 1hr lunch break)

Sunday working from home 9am - 5.30pm 1 hour (unpaid lunch break)

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.

**RVU**

Tempcover is a rapidly growing business and to meet the increased demands placed on the Customer Experience team we have an exciting opening within the team to recruit a part time Customer Experience Rep.

Working under the Customer Experience Manager within the Customer Experience team, you will provide support during core office hours during the week and some additional out of hours support to our customers.

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 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.

Key Duties & Responsibilities
- Learn and retain key product knowledge.
- 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.

**Requirements**:

- 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.
- Problem solving skills and confidence in decision making.
- Accuracy in gathering and recording of all information.
- Excellent written and verbal communication skills.
- 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.

**Benefits**
- We want to give you a great work environment. We want to contribute to both your personal and professional development and give you great benefits to make your time at Tempcover even more enjoyable. Some of these benefits include:

- Discretionary bonus based on personal and business performance
- Annual leave of 25 days plus holiday purchase scheme
- Group pension scheme with 3% employer pension contribution
- Private Healthcare
- Group Life Assurance
- Employee Benefit Scheme that offers perks and discounts with major retailers.

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