Who are we:
Ticker has built a next-generation motor insurer, leveraging connected car data and data science across every aspect of the business, including pricing, underwriting, customer engagement and claims.
The motor insurance landscape is set for a major shift and the battleground will be won or lost in the next five years. It will all come down to pricing sophistication and the most efficient use of machine learning and artificial intelligence across the whole value chain.
The business includes a first-class executive team with a proven track-record in building successful insurtechs and running some the largest insurers in the UK.
What the role is:
This is an exciting opportunity for a customer focused individual to make an impact on the customer journey, putting the customer at the centre of what we do. As our Digital Customer Service Representative, you’ll be part of a digital team responsible for helping customers with queries and making any necessary policy changes; you’ll be the face of Ticker, helping customers to resolve any issues they face and assisting them with their complaints.
You’ll be providing exceptional customer service and be willing to go that extra mile to problem solve to ensure we continue to deliver excellent standards of customer service. Contact from customers will be largely via our online chat platform, with the need to make an outbound call to help a customer with a query. Your time will be split between handling customer service queries and handling complaints.
We are looking for people who are passionate about delivering an outstanding customer experience and have a helpful personality. Previous Customer Service experience is essential. What we are really interested in is someone who can hold a conversation and who has a genuine passion for going above and beyond for customers – everything else we can teach you! This is a hybrid role, working 2 days from our office in Godalming and 3 days from home.
What you’ll be doing with your days:
- Your days will be varied; sometimes you’ll be helping customers in chat and other times you’ll be handling complaints.
- Providing excellent customer service via our live chat platform, making outbound calls to customers as and when needed
- Answering general and technical queries about the product, device and app and making any relevant policy changes
- Carry out policy administration and offer call backs where needed.
- Handle complex customer queries
- Identify and handle any initial complaints that come in across the front-line team.
- Dealing with customer payment queries, liaising with finance house as required
- Proactively identifying customer impacting issues and escalating to the Customer Service Team leader
- Ad hoc tasks relating to the administration of the customer policy ensuring a positive customer experience
About you:
- You can demonstrate excellent communication skills enabling you to engage in effective conversations, build strong connections and show empathy to our customers
- You have the ability to take ownership of customer enquiries through to resolution, you will pride yourself on delivering a customer experience that exceeds expectations, delivering a personalised, friendly & efficient service
- You are resilient to a continuous changing environment; our company is growing and we’re looking for people to join us who are flexible and able to adapt to new challenges
- You have great problem solving abilities and a passion to help
- You can multitask and prioritise workload in a fast passed environment
- You’ll bring with you an attention to detail on spelling and grammar as you’ll be typing most of your conversations
- You are enthusiastic and willing to learn
Essential:
- Experience in a customer service role (preferably within a digital team or with an insurance / call centre background )
- Excellent communicator (both written and verbal)
- Fast learner
- Experience of using Microsoft Office suite, including Excel, PowerPoint, Word and Outlook
Desirable:
- Comfortable holding conversations by online chat and confident making phone calls to customers
- Knowledge and understanding of the UK motor insurance industry
- Digital software experience: Intercom
Benefits
- Bonus scheme (based on company and personal performance)
- Enthusiastic investment in your development
- Pension
- Insurances: Private medical insurance, including dental and optician cashback (partner/family rates available); Income protection insurance; and Death-in-service insurance
- 25 days holiday plus bank holidays (increases to 27 days after 5 years)
- Bonus day off for your birthday
- Holiday purchase scheme (up to 5 days per year)
- Bonus day off for your birthday
- Holiday purchase scheme (up to 5 days per year)
Where are we:
Our office is based in a rural location in Surrey (Godalming) therefore own transport is needed.
Training will need to be completed in the office, likely duration approximately 4 weeks. After training we offer a hybrid model of home and office-based working. You will be required to be in the office approximately twice a week after training is completed.
Hours:
We work a 35 hour per week between Monday to Saturday; shift patterns to be agreed. We don’t expect there to be Sunday opening time, and we don’t’ open on bank holidays, but due to the growing nature of our business, we may require some further weekend working in the future.
Job Type: Full-time
Pay: £25,000.00 per year
Benefits:
- Casual dress
- Company pension
- Free parking
- Life insurance
- On-site parking
- Private medical insurance
- Referral programme
- Work from home
Application question(s):
- Are you committed to commute to our offices (postcode: GU8 6BQ) approximately 2 days per week?
- Are you committed to work on Saturday once a month?
- Could you tell us what is your current notice period (in months or weeks)?
Licence/Certification:
- Driving Licence and access to your own vehicle to commute (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
