Digital Customer Service Representative

7 months ago

Godalming, United Kingdom Ticker Ltd Full time

**Who are we**:
Ticker has built a next-generation motor insurer, leveraging connected car data and data science across every aspect of the business, including pricing, underwriting, customer engagement and claims.

The motor insurance landscape is set for a major shift and the battleground will be won or lost in the next five years. It will all come down to pricing sophistication and the most efficient use of machine learning and artificial intelligence across the whole value chain.

The business includes a first-class executive team with a proven track-record in building successful insurtechs and running some the largest insurers in the UK.

**What the role is**:
This is an exciting opportunity for a customer focused individual to make in impact on the customer journey, putting the customer at the centre of what we do. As our Digital customer service representative, you’ll be part of a digital team responsible for helping customers with queries and making any necessary policy changes. You’ll be providing exceptional customer service and be willing to go that extra mile to problem solve to ensure we continue to deliver excellent standards of customer service. Contact from customers will be largely via our online chat platform, with the occasional need to make an outbound call to help a customer with a query.

We are looking for people who are passionate about delivering an outstanding customer experience and have a helpful personality. Previous Customer Service experience is helpful but is not essential. What we are really interested in is someone who can hold a conversation and who has a genuine passion for going above and beyond for customers - everything else we can teach you This is a hybrid role, working 2 days from our office in Godalming and 3 days from home.

**What you’ll be doing with your days**:

- Providing excellent customer service via our live chat platform
- Answering general and technical queries about the product, device and app and making any relevant policy changes
- Handle sometimes complex customer queries
- Identify and handle any initial complaints that come into the front line team
- Carry out policy administration and offer call backs where needed.
- Dealing with customer payment queries, liaising with finance house as required
- Proactively identifying customer impacting issues and escalating to the Customer Service Team leader
- A hoc tasks relating to the administration of the customer policy ensuring a positive customer experience

**About you**:

- You can demonstrate excellent communication skills enabling you to engage in effective conversations, build strong connections and show empathy to our customers
- You have the ability to take ownership of customer enquiries through to resolution, you will pride yourself on delivering a customer experience that exceeds expectations, delivering a personalised, friendly & efficient service
- You are resilient to a continuous changing environment; our company is growing and we’re looking for people to join us who are flexible and able to adapt to new challenges
- You have great problem solving abilities and a passion to help
- You can multitask and prioritise workload in a fast passed environment
- You’ll bring with you an attention to detail on spelling and grammar as you’ll be typing most of your conversations
- You are enthusiastic and willing to learn

**Essential**:

- Comfortable holding conversations by online chat
- Excellent communicator
- Fast learner
- Experience of using Microsoft Office suite, including Excel, PowerPoint, word and outlook

**Desirable**:

- Eperience in a customer service role
- Knowledge and understanding of the UK motor insurance industry
- Digital software experience: Intercom

**Benefits**
- Generous salary
- Bonus scheme (based on company and personal performance)
- Pension
- Enthusiastic investment in your development
- Hybrid working - 2 days from the office and 3 days working from home
- Insurances:
Private medical insurance (partner/family rates available)
Income protection insurance
Death-in-service insurance
- 25 days’ holiday plus bank holidays (increases to 27 days after 5 years)
- Bonus day off for your birthday
- Holiday purchase scheme (up to 5 days per year)

**Where are we**:
Our office is based in a rural location in Surrey (Godalming) with direct links to London from nearby Guildford. Due to our location, having your own transport is beneficial..

Training will need to be completed in the office, likely duration approximately 4 weeks. After training we offer a hybrid model of home and office-based working. You will be required to be in the office approximately twice a week after training is completed. The details of which can be agreed with your line manager as they will vary by role and personal preference.

**Hours**:
We work a 35 hour per week between Monday to Saturday; shift patterns to be agreed. We don’t expect there to be Sunday opening time, and we don’t’

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