Customer Experience Representative, RVU
12 Month Maternity Cover
Plus 10% discretionary yearly bonus and yearly pay reviews (based on RVU and personal performance)
The home of: Uswitch, Confused.com, Tempcover, Mojo Mortgages and money.co.uk
Be an early applicant
The home of: Uswitch, Confused.com, Tempcover, Mojo Mortgages and money.co.uk
501-1000 employees
Be an early applicant
Plus 10% discretionary yearly bonus and yearly pay reviews (based on RVU and personal performance)
501-1000 employees
Company mission
Empowering people to make confident decisions.
Role
Who you are
- 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
- 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 the job involves
- This is a 12-month fixed-term contract
- Monday - Friday - 09:00-17:30 + 1 Saturday a month
- Working under the Customer Experience Manager 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 engage with our customers via telephone, email, live chat and instant message via social media
- Your primary role will be to enhance the Tempcover customer service experience
- In doing so you must ensure you comply with the rules and requirements set by our industry regulators, namely the FCA and ICO
- You will adhere to the fundamentals of Treating Customers Fairly and know when to spot vulnerable customers and when to log an expression of dissatisfaction or complaint
- 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
- 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
Application process
- Recruiter Call
- Interview
Our take
With increases in everyday costs presenting a significant challenge to households across the UK right now, RVU’s ecosystem of brands has the potential to provide a one-stop shop for consumers to ensure they are better informed and can save money on their bills.
RVU owns and operates Uswitch, Confused.com, Money.co.uk, Mojo Mortgages and Tempcover in the UK, all of which help millions of people make more informed decisions on a range of products and services for their home, such as energy, mortgages, insurance, broadband and mobile phones.
With the 2022 acquisition of Tempcover adding to the portfolio of brands, RVU is doubling down on the breadth of its product offering - expanding into the temporary insurance market. Tempcover is an insure-tech that brings flexible and affordable insurance solutions to motorists - whether hourly cover or month-long policies.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
41% female employees
Company
Company benefits
- Employer matching pension contributions up to 7.5%
- 10% discretionary yearly bonus and yearly pay reviews (based on RVU and personal performance)
- A hybrid working approach with 2 in-office days per week
- Maternity leave: after 12 months of service, you'll receive 26 weeks at full pay, followed by 13 weeks at half pay
- Parental leave: after 12 months of service you'll receive four weeks at full pay, followed by 8 weeks of flexible working
- Adoption leave: after 12 months service - 26 weeks at full pay, followed by 13 weeks at half pay
- £300 ‘Work from Home’ budget to help contribute towards a great work environment at home
- 25 days holiday excl. bank holidays (increasing to 30 days) + 2 days “My Time” per year
- Private medical cover, critical illness cover, dental plans and employee assistance programme
- Up to 22 days per year “working from anywhere”
- Electric vehicles scheme and carbon offsetting scheme
- Free breakfast in the office daily
- Free in-office gym, accessible 7 days a week
- Free access to the Calm and Peppy app for physical and mental health
- Employee discounts programme
- A healthy learning and training budget
Company values
- We believe in making every second count
- We believe in getting better every day
- We believe in winning the right way
- We believe that everything is written in pencil
- We believe in being great people to work with
- We believe that we can be the change we wish to see in the world
- We believe in leaving the wood pile higher than you found it
Articles
Leadership
Tariq Syed
(CEO)Joined Red Ventures in 2017 to lead the inception of their European operations, which included the joint acquisition of the ZPG Group and subsequently the creation of RVU.
Diversity, Equity & Inclusion at RVU
- 'We can choose to do nothing, we can choose to be angry with the world, or we can choose to take action. We choose action. Not hollow words or quick fixes that make us feel good. Deep-rooted action that will make a lasting impact way beyond the boundaries of our organisation.' Tariq Syed - RVU CEO
- Empower: Our approach to Employee Resource Groups (ERGs) includes executive sponsorship, funding, and professional development for ERG Leaders. Current ERGs are focused on Women, BAME and LGBTQIA+ and Disabilities.
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