Customer Experience Representative

**Description**:
**This is a 12-month fixed-term contract**
Location: Fleet, Hampshire 2/3 days per week in the office
Monday - Friday - 09:00-17:30 + 1 Saturday a month.

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.

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.

**What you'll be doing**:

- 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 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.
- 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.

**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

**About Tempcover**:
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.

**Our culture**
Our culture is driven by innovation, collaboration, and a relentless focus on creating real value for our customers. With an experimentation mindset, we challenge the status quo, push boundaries, and embrace continuous learning to stay ahead. Our diverse