Customer Care Associate, Qover

• At least 12 months of customer-facing insurance experience, including regular telephone contact with customers
• Excellent spoken and written English, with the ability to make detailed information easy to understand
• Confidence handling a busy mix of calls and written enquiries while keeping records accurate and following through on commitments
• Patience, empathy and sound judgement when a customer is frustrated, uncertain or needs extra support
• A practical approach to learning new products and systems, accepting feedback and helping colleagues
• An understanding of the importance of customer confidentiality, fair treatment and working within agreed procedures
• We welcome applicants from different backgrounds and experiences

Desirable

• We are hiring four Customer Care Associates in London as we expand our UK motor insurance operations. You will help customers with everyday policy questions and important decisions about their coverages. Phone support is a central part of this role, alongside email and customer follow-up
• You will work closely with the UK Team Leader and colleagues in our wider Customer Care and Operations. We value people who take responsibility, ask for help when needed and share what they learn
• Support customers with quotations, new policies, renewals, policy changes, cancellations and payment queries, following product rules and your level of authority
• Explain cover, exclusions and next steps in plain English, checking that customers understand their options and supporting informed decisions
• Take ownership of enquiries and promised callbacks. Resolve what you can, keep customers updated and make clear handovers when specialist help is needed
• Recognise complaints and customers who need additional support. Adapt your approach, record relevant information and follow the appropriate escalation process
• Guide customers to the right claims or assistance service, keeping policy servicing and claims decisions within the responsibilities of the relevant teams
• Keep accurate records in Qover’s CRM and our policy systems. Use approved support tools carefully and check information before sharing it with customers
• Help the team meet response, availability and quality objectives, and share recurring customer issues to improve our processes and knowledge base
• Identify, record, and escalate any regulatory, contractual, or data protection breaches to the designated stakeholders and compliance leads
• Complete a minimum of 15 hours of CPD annually
• Uphold and enforce all relevant FCA rules and industry regulations across day-to-day general insurance activities

• Send us your CV and let us know your earliest available start date