Resilience Representative

Overview

• Flex across key functions to deliver high-quality support across Insurance validations, Reviews, and Payments queries based on real-time business demand.
• Own rider communication by providing clear, empathetic, and consistent responses via email in line with internal policies.
• Assess cases and drive fair resolutions by making well-reasoned decisions across all three supported workflows while meeting SLA, productivity, and quality targets.
• Identify operational trends or recurring issues and proactively suggest improvements to processes or workflows.
• Escalate complex or high-risk cases to senior team members with clear context and recommended next steps.
• Collaborate within the Rider Services Centre to support cross-functional teams on an ad hoc basis and contribute to a high-performance environment.

• Demonstrated experience in an email or chat-based Customer Service, Operations, or marketplace environment.
• Excellent communication skills with high proficiency in written and spoken English, paired with the ability to clearly explain complex decisions.
• Strong adaptability and decision-making skills, with comfort navigating ambiguous information across different case types.
• Analytical mindset with proficiency in managing data and familiarity with Excel or Google Sheets.
• Proven ability to work collaboratively in a fast-changing environment with ambitious targets while maintaining a detail-oriented approach.
• Full schedule flexibility to work from our Manchester office, including regular weekend days and Bank Holiday coverage.
• Bonus points for:
  Proficiency in a second language (French, Italian, or Dutch), or experience with Zendesk, Salesforce, payment queries, or insurance casework.

Below are skills and terms extracted directly from this job posting to improve Applicant Tracking System (ATS) visibility. This unique feature helps candidates tailor their applications more effectively — a feature exclusive to Job Tailor job listings.

• Data Management
• Decision-Making
• Process Improvement
• Email Communication
• Chat-Based Support

• Adaptability
• Detail-Oriented
• Empathy
• Collaboration