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- Tasks: Support customers via phone, email, and social media while enhancing their experience.
- Company: Join Tempcover, a leader in flexible car insurance solutions, making driving easier for everyone.
- Benefits: Enjoy a 10% bonus, generous holiday, and a ÂŁ300 work-from-home budget.
- Why this job: Be part of a fast-growing InsureTech company with a focus on customer satisfaction and team culture.
- Qualifications: Previous customer service experience is preferred; strong communication skills are essential.
- Other info: Flexible working with 2-3 days in the office and opportunities for personal growth.
The predicted salary is between 28800 - 43200 ÂŁ per year.
Customer Experience Representative
Department: Business Services
Employment Type: Permanent – Full Time
Location: Fleet
Description
Monday – Friday – 09:00-17:30 + 1 Saturday a month.
What you\’ll be doing:
- Learn and retain key product knowledge.
- Manage the Customer mailboxes responding to all customer enquiries by email and live chat and where possible, hit the company response time frame of one hour during opening hours.
- 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.
- Ability to learn and apply knowledge.
- Problem solving skills and confidence in decision-making.
- Accuracy in gathering and recording of all information.
- Excellent written and verbal communication skills.
- Confidence in liaising with customers, insurers, the Police and MID and other external providers by phone, email and live chat.
- 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:
- 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
**As a tech company who strives to get better every day, we use Metaview during the interview processes for note taking purposes. This records and transcribes interviews so the interviewer can fully focus on your conversation, rather than writing. This has no bearing on the assessment of you as a candidate and you can opt out at any time. Just let us know.**
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Customer Experience Representative employer: RVU Co UK
Contact Detail:
RVU Co UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Representative
✨Tip Number 1
Familiarise yourself with the InsureTech industry and Tempcover's mission. Understanding their approach to flexible car insurance will help you align your answers during interviews and demonstrate your enthusiasm for the role.
✨Tip Number 2
Brush up on your customer service skills, especially in handling complaints and difficult situations. Being able to showcase your problem-solving abilities and how you’ve successfully managed customer interactions in the past can set you apart.
✨Tip Number 3
Practice your communication skills, both verbal and written. Since you'll be engaging with customers through various channels, being articulate and clear will be crucial. Consider role-playing scenarios to build confidence.
✨Tip Number 4
Research the key regulations like DPA & GDPR that impact customer service in the insurance sector. Even if it's not essential, showing that you have a basic understanding of these regulations can demonstrate your commitment to compliance and customer care.
We think you need these skills to ace Customer Experience Representative
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service roles. Emphasise any specific skills that align with the job description, such as communication skills and problem-solving abilities.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the insurance industry. Mention how your previous experiences have prepared you for this role and why you want to work for Tempcover.
Showcase Relevant Skills: In your application, clearly demonstrate your ability to manage customer enquiries through various channels like email, live chat, and phone calls. Provide examples of how you've successfully resolved customer issues in the past.
Highlight Teamwork and Independence: Since the role requires both teamwork and the ability to work independently, include examples from your past experiences where you excelled in both areas. This will show that you can adapt to different working styles as needed.
How to prepare for a job interview at RVU Co UK
✨Know Your Product
Familiarise yourself with Tempcover's insurance products and services. Understanding the key features and benefits will help you answer questions confidently and demonstrate your commitment to providing excellent customer service.
✨Showcase Your Communication Skills
As a Customer Experience Representative, effective communication is crucial. Practice articulating your thoughts clearly and concisely, both verbally and in writing. Be prepared to discuss how you've successfully handled customer interactions in the past.
✨Demonstrate Problem-Solving Abilities
Prepare examples of how you've resolved customer issues in previous roles. Highlight your ability to think on your feet and make decisions under pressure, as this will be essential in the fast-paced environment of customer service.
✨Understand Regulatory Compliance
Familiarise yourself with the basics of DPA, GDPR, and the principles of Treating Customers Fairly. Showing that you understand these regulations will indicate your readiness to handle sensitive customer information responsibly.
