Customer Experience Representative

**Full time/Hybrid role (37.5 hours per week)**:

- **Monday - Friday**

**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 4.5 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. 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.

**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 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.
- 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.
- Take phone calls from the MID and Police to confirm whether cover is in place for roadside stops and impounded vehicle releases.
- Monitor our our social media channels 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.
- 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.

**What you'll bring to the role**:

- Previous experience in a customer services would be beneficial
- A strong desire to keep the customer at the heart of all you do
- Problem solving skills and confidence in decision making
- Accuracy in gathering and recording of all information
- 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_

**Hybrid Working**:
Tempcover embraces hybrid working and you will have the opportunity to work from home although initial 1-2 week training will need to be delivered in-person at our office in Fleet. From there, you'll be working from home Monday and Thursday (7am to 3.30pm) and Tuesday, Wednesday, Friday from our offices in Fleet (9am - 5.30pm).

**Our commitment to you**:
We hold ourselves accountable to being open and inclusive teammates and community members. We embrace our differences and are committed to creating an inclusive environment that reflects the world we live in

**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 allowance 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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