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- Tasks: Support customers through their insurance claims journey via phone and email.
- Company: Reserv is an innovative insurtech focused on AI-driven efficiency in claims processing.
- Benefits: Enjoy remote work, health insurance, a pension plan, and tech perks like an Apple laptop.
- Why this job: Join a dynamic team tackling real-world challenges in insurance with a fun, supportive culture.
- Qualifications: 5 GCSEs or equivalent; customer service experience in insurance is a plus.
- Other info: We value diversity and encourage applicants from all backgrounds to apply.
The predicted salary is between 28800 - 43200 £ per year.
About Reserv
Reserv is an insurtech creating and incubating cutting-edge AI and automation technology to bring efficiency and simplicity to claims. Founded by insurtech veterans with deep experience in SaaS and digital claims, Reserv is venture-backed by Bain Capital and Altai Ventures and began operations in May 2022. We are focused on automating highly manual tasks to tackle long-standing problems in claims and set a new standard for TPAs, insurance technology providers, and adjusters alike.
We have ambitious (but attainable!) goals and need people who can work in an evolving environment. If building a leading TPA and the prospect of tackling the long-standing challenges of the claims role sounds exciting, we can't wait to meet you.
About the role
As a Customer Experience Specialist at Reserv, you will be an integral part of our dedicated team focused on providing exceptional service to our customers during the insurance claims process. You will handle motor 'FNOL' by phone and email inquiries, provide support, and ensure a smooth and positive experience for all involved parties as they navigate their claims journey. Your expertise in insurance and claims will enable you to deliver exceptional, empathetic assistance.
Who you are
- Highly motivated and growth-oriented. You’re excited by the prospect of building a tech-driven claims organisation.
- A passionate professional who cares deeply about the customer and their experience.
- Empathetic. You exercise empathy and patience towards everyone you interact with.
- Sense of urgency at all times, balanced with the ability to be detail-oriented.
- Creative. You challenge existing assumptions and find creative solutions to problems.
- Curious. You want to know the whole story so you can make the right decisions early and be decisive when it counts.
- Anti-status quo. You don’t just wish things were done differently, you action on it.
- Communicative. You are comfortable with and understand the importance of phone communications throughout the claims process.
- And did we mention, a sense of humour.
What we need
- Serve as the primary point of contact for customers, providing professional and compassionate assistance throughout the claims process via phone, email, and other communication channels.
- Anticipate the customer needs and take action to manage the process to full resolution.
- Provide guidance and information to customers regarding the claims process, taking any additional steps necessary for the prompt and accurate resolution of their claims.
- Develop and maintain a solid understanding of claim procedures to provide accurate and consistent information to customers.
- Accurately record and update customer information, claim details, and related documentation in our internal systems, ensuring data integrity and adherence to company protocols.
- Identify and address customer concerns, complaints, and disputes with empathy and professionalism.
- Work collaboratively with internal teams to investigate and resolve complex issues, escalating matters when necessary to achieve timely resolutions.
- Strive to exceed customer expectations by delivering exceptional service, actively listening to customer feedback, and proactively seeking ways to improve the customer experience.
- Adhere to company policies, procedures, and regulatory requirements, ensuring the privacy and confidentiality of customer information at all times.
Requirements
- 5 GCSE's or equivalent, insurance certifications are a plus.
- Previous experience in customer service within insurance or a call centre environment with a focus on claims; high volume, fast-paced.
- Strong knowledge of insurance claims processes, terminology, and best practices.
- Excellent communication skills, both verbal and written, with the ability to explain complex concepts clearly and empathetically to customers.
- Active listening skills to understand customer needs, concerns, and emotions, and respond appropriately.
- Strong problem-solving and critical-thinking abilities.
- Proficiency in using customer relationship management (CRM) systems and other relevant software applications.
- Empathy, patience, and resilience to handle challenging customer interactions with professionalism and composure.
- Strong organisational and time management skills to prioritise tasks and meet deadlines effectively.
Benefits
- Generous health-insurance package with nationwide coverage.
- Pension plan with employer contributions.
- Industry Qualifications paid by us (after a qualifying period).
- Competitive holiday/leave policy in addition to bank holidays – we want our employees fresh, healthy, happy, and energised!
- Work from anywhere to facilitate your work-life balance paired with frequent, regular corporate retreats to build team cohesion, reinforce culture, and have fun.
- Apple laptop, large second monitor, and other quality-of-life equipment you may want. Technology is something that should make your life easier, not harder!
At Reserv, we value diversity in backgrounds, perspectives, and life experiences and believe that diversity in viewpoints and critical thinking drives innovation, first-principles thinking, and success. We welcome applicants from all backgrounds and encourage those from all walks of life to apply. If you believe you are a good fit for this role, we would love to hear from you!
UK Customer Support - Motor employer: Reserv
Contact Detail:
Reserv Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land UK Customer Support - Motor
✨Tip Number 1
Familiarise yourself with the insurance claims process, especially in the motor sector. Understanding common terminology and procedures will help you communicate effectively during interviews and demonstrate your knowledge of the role.
✨Tip Number 2
Showcase your empathy and customer service skills in any interactions you have with the company. Whether it's through networking or during the interview, share examples of how you've handled challenging customer situations with patience and professionalism.
✨Tip Number 3
Research Reserv's values and mission to align your responses during the interview. Highlight your passion for technology-driven solutions in the insurance industry and how you can contribute to their goal of improving the claims process.
✨Tip Number 4
Prepare thoughtful questions about the company's culture and the team dynamics. This shows your genuine interest in the role and helps you assess if it's the right fit for you, while also making a positive impression on the interviewers.
We think you need these skills to ace UK Customer Support - Motor
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Experience Specialist at Reserv. Familiarise yourself with the insurance claims process and think about how your skills align with their needs.
Tailor Your CV: Customise your CV to highlight relevant experience in customer service, particularly within the insurance sector. Emphasise your communication skills and any previous roles that required empathy and problem-solving.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the insurance industry. Use specific examples from your past experiences to demonstrate how you embody the qualities they are looking for, such as empathy and creativity.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for spelling and grammatical errors, and ensure that your tone is professional yet approachable, reflecting the company culture at Reserv.
How to prepare for a job interview at Reserv
✨Show Your Empathy
As a Customer Experience Specialist, empathy is key. Be prepared to share examples of how you've handled difficult customer interactions in the past, demonstrating your ability to listen and respond with compassion.
✨Know Your Insurance Basics
Brush up on your knowledge of insurance claims processes and terminology. Being able to speak confidently about these topics will show that you're serious about the role and understand the industry.
✨Demonstrate Problem-Solving Skills
Think of specific instances where you've successfully resolved customer issues. Highlight your critical-thinking abilities and how you approach challenges creatively, as this aligns with Reserv's values.
✨Communicate Clearly
Practice explaining complex concepts in simple terms. During the interview, focus on your communication skills, both verbal and written, as these are crucial for the role and will help you connect with customers effectively.
