Customer Operations - Fixed Term Contract in London

Location: We offer UK based remote opportunities. We have an office in London that you’re welcome to use as much as you’d like to, but there’s no current requirement for this role.

Contract: Fixed Term Contract (12 months), full time

Salary: £30,000 + benefits listed below

Shift pattern: We operate a reduced working week at Cuvva, which means that we are working 4 shifts per week instead of 5, but still being paid our full time salary. We operate 7 days per week, so shifts can occur between Mon-Sun. Our opening hours are between 9am-9pm on most days, but on Sundays we close at 6pm. Shift times will vary week to week.

About Cuvva! We are making cars multiplayer. We’re creating truly flexible products that meet people’s real needs. Using lightning-fast technology to unlock better experiences and fairer prices for our customers, Cuvva is building the future of insurance every day. Cuvva was the first to sell hourly insurance to borrow a car through an app in the UK back in 2016. And we haven’t stopped innovating since. We’ve sold nearly 9 million policies, and supported over 1 million drivers and we’re just getting started. We’re a world-class team of 90 people, passionate about solving our customers’ problems. Join us.

About the role: You will be a pivotal part of our customers’ journey. You will be assisting users by resolving their questions and issues at a fast pace (currently, our average response time is 1 minute). These should be approached in an empathetic manner, by utilising the training resources and the knowledge base you have to hand, in order to provide assistance, assurance or a solution.

You’ll need to be responsive to change. At Cuvva, we move fast and are always looking for new ways to define problems or provide solutions for our customers. Your day-to-day tasks might change as the product does, and as we continually automate and improve.

Alongside customer support, you will also be responsible for verifying identity documents and investigating potential fraudulent activity, so a keen eye for detail is very valuable.

To support our culture of wellbeing and to promote a healthy work life balance, we implemented a reduced working week at Cuvva, which means that our COps team are working 4 shifts per week instead of 5, but still being paid their full time salary. These shifts are 9 hours in length with a 30 minute lunch break, and occur between the hours of 9am-9pm. This equates to a total of 36 hours per week. Two weeks per quarter, the whole team is scheduled for an additional half shift (4.5hrs) in the week. All shifts are remote, and it’s important that you’re comfortable working independently and without distraction. Training and activities are arranged regularly within your shifts to keep up to date, and to get to know your teammates. Training will take place remotely, with no need to travel into our London office apart from for the Right To Work check that has to happen before or on the first day. The training period may require more shifts to take place midweek than your usual schedule.

Additionally, you must have the right to work in the UK and you should be fluent in written and spoken English.

On a day-to-day basis you’ll be:

• Using our chat software (Intercom) to speak to customers that contact us via the app, website or social media.
• Liaising with third parties such as our insurance underwriters, claims teams, the FCA and police.
• Using our internal dashboard to resolve and investigate customer queries.
• Triaging and responding to customer complaints and complicated tickets.
• Updating claims information within our internal systems.
• Checking customer-submitted photos, documents and IDs for signs of fraudulent activity.
• Participating in specialty tasks focused in areas such as fraud, complaints, tone of voice, quality assurance and vulnerable customers.
• Interacting with your teammates and manager through Slack and via video (Google Hangouts) for 1:1s and team meetings.

You’ll do great here if you:

• Are alert and focused to ensure our users are provided with swift and informative assistance.
• Are independent and confident in communicating internally and externally.
• Have tons of empathy and understanding. This impacts on interactions with customers, your team and the wider company.
• Are calm under pressure. Unhappy users can often be turned around with assistance and reassurance.
• Are willing to take on all manners of work and collaborate with the wider team.
• Take the initiative, work autonomously on specific tasks and take ownership in carrying them through to the end.
• Continually deliver feedback on ways we can deliver a phenomenal service.
• Have a real drive and enthusiasm to work for a young and dynamic tech company.
• Are comfortable with variable demand in your working day, as chat volumes are dependent on our customer’s needs and your ability to be flexible with your workload is necessary.

It’s a bonus if you have:

• Previous experience working in a fast-paced start-up or scale-up environment.
• Experience with regulated products such as in banking or insurance.

Benefits: As well as a competitive salary, benefits of working at Cuvva include:

• Full WFH set up with no office requirement - but of course, you're more than welcome to come in as much as you like!
• A four day work week
• Transparent salary model and bands for all roles (without sharing anyone's individual salary of course!)
• 28.5 days of holiday a year including public holidays - rising with each year at Cuvva (holidays have been prorated based on our 4DWW)
• Quarterly team socials and company events
• Private medical insurance with Bupa
• Professional development budget
• Health, WFH and wellbeing budget
• Increases to all allowances year on year
• Enhanced parental leave and pay
• Cycle to work scheme
• Mental Health and Coaching Support - We offer free and confidential access to comprehensive mental healthcare and coaching through Oliva.
• Hundreds of perks and discounts with Perkbox
• £100 a month towards your Cuvva car insurance
• Referral bonus when you bring your friends to join the Cuvva team.

The hiring process:

• Initial phone chat with Heather (Head of COps) or one of our Squad Captains (Kiren or David) - 15m
• Video call interview with Heather & Squad Captain - 60m
• Values interview - you’ll meet with two Cuvvarati from the wider team - 30m
• Founders chat with our CEO, Freddy - 20m

Referrals: Know someone who could be right for this job? We’d love to hear from them, please drop us a note at jobs@cuvva.com to let us know who you'll be referring and for which role. If they get the job, you will receive an Apple Watch! If someone has already applied to the role before we receive your email they will not be considered a referral, so please check with them beforehand to make sure.

Cuvva ways of working: We’re dedicated to creating a place where people want to work, a place where people believe in what they’re doing, have clear expectations and a bunch of freedom. Our approach to hybrid working is very flexible: we only ask people to come a couple of times a month for team building or company events. The rest of the time it’s up to you where and how you work. You can of course come into the office as much as you like!

Diversity, inclusion and belonging at Cuvva: At Cuvva, we’re dedicated to building an environment where individuals from all walks of life feel a sense of belonging and have the support they need to thrive. To us, it’s crucial that our differences are embraced and celebrated - and that you’re able to bring your whole self to work every day.

Research shows that men apply to jobs if they meet ~60% of criteria, but women and those in traditionally underrepresented groups tend to apply only if they check all the boxes. If you think you have what it takes but don't meet every single point above, please still get in touch. We'd love to chat and see if you could be a great fit.