Customer Care Specialist

We are seeking an ambitious and enthusiastic Customer Care Specialist to join our award winning Insure tech MGA start-up. You will be responsible for delivering high-quality support to customers and our Customer Care team. The ideal candidate will have good problem-solving skills with a desire to continuously improve customer outcomes and have excellent organisational skills with the ability to prioritise tasks and meet deadlines.

Previous experience within an insurance-based contact centre is desirable but not essential.

• Working Monday to Friday. Our current operating hours are Monday to Friday from 8:45am to 5:15pm.
• Day to day you will be handling inbound enquiries from new and existing customers via calls, live chat and emails. You can expect to assist with 100+ unique contacts per day during busy travel periods.
• Accurately record and update customer information on our call centre systems in real time.
• Meet individual and team performance, quality, and compliance targets. Quality is scored based on a combination of key measures including data protection, regulatory compliance, information accuracy and soft skills.
• Managing pre-purchase queries as well as amendments and cancellations to existing policies from request through to completion.
• Performing regular monitoring and quality checks of the company’s customer facing systems and identifying any errors or bugs for correction and escalating issues for prompt resolution.
• Ensuring all confidential information is handled in accordance with applicable protocols, policies, and procedures.

• Previous experience within an insurance-based contact centre is desirable but not essential.
• Passion for delivering great customer service and the ability to handle challenging conversations and resolve queries with empathy.
• Attentive and patient listener with strong written and verbal communication skills.
• Ability to accurately calculate and process adjustments and refunds on the fly, as well as accurately listen and record customer securely.
• Strong IT literacy including knowledge of MS Office. Are comfortable and confident learning and using various software packages.

• Work from home.
• Pension scheme with employer contributions.
• Full training and continuous coaching.
• 25 days holiday plus Bank Holidays