Customer Experience Representative

2 months ago

Fleet, United Kingdom RVU Full time

**Part-time (20 hours per week): Tuesday to Thursday 9am - 1pm, Friday 2pm - 6pm and Saturday (or Sunday) 10am - 2pm**:

- **Hybrid**: 1 or 2 days per week at our offices based in Fleet

At RVU we combine the close-knit and agile environment of a startup, with the know-how, technology and backing of a well-established company.
**About Tempcover**:
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. So far, we’ve sold over three million 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.
**What you'll be doing**:
Working 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 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.
**Other responsibilities include**:

- 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.
- 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.

**Hybrid Working**:
Though Tempcover embraces hybrid working and you will have the opportunity to work from home, initial training will need to be delivered in-person at our office. From there, you will be able to agree a suitable timetable for home and office working.
**Requirements**:
**What you'll bring to the role**:

- 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.
- A good eye for detail is essential, including accuracy in gathering and recording of all information.
- Previous experience in a customer service support role is beneficial
- Experience in the insurance industry is helpful, but not essential as full training will be provided
- Problem solving skills and confidence in decision making.
- Excellent written and verbal communication skills.
- 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**:
Tempcover is proud to be an equal opportunities workplaces. We celebrate diversity here, and we’re committed to building an inclusive environment that stretches from our culture to our business solutions.
**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 (excluding bank holidays) plus holiday purchase scheme
- Group pension scheme with 5% employer pension contribution
- Private Healthcare
- Group Life Assurance
- Employee Benefit Scheme that offers perks and discounts with major retailers.

LI-KP1
LI-Hybrid

**Job Type**: Part-time

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