Although no two days are the same, here are some key areas that you'll be supporting in:

• Interacting with new and existing customers on a daily basis, solving their queries via live chat and email to provide an all-round great customer experience, keeping NPS high and meeting individual targets related to quantity, speed, and accuracy 
• Proactively spotting patterns in the frustrations or hopes of our customers, identifying where and how we can change our processes, tools or product to make them happier 
• Liaising with third parties (e.g. underwriters, claims handlers, premium finance partner, etc.) to ensure a seamless customer experience 
• Keeping compliance at the forefront of your mind, making sure that everything we do and say is in accordance with FCA guidelines 
• Building up expert knowledge of our product, systems, and processes through comprehensive training, as well as dedicated Focus Time, which you'll use to fill any gaps in your knowledge 

After your first few months, once you have a deeper understanding of what great Customer Happiness looks like, you'll have opportunities to work on different projects. You'll have your own Focus Area, which involves being the team's 'expert' on that particular area, as well as the point of contact for the rest of the business to reach out to.

Working as part of a team, you will need to be able to work 2-3 weekend days per month and 1-2 late shifts (5-9pm) per week, as defined by a rota. You will also be required to work occasional bank holidays.

Requirements

Who you are 

• You are really passionate about the customer and will go that extra mile to offer them the best service.
• Working in a startup means that you have to be adaptable and excited by the prospect of moving fast.
• You enjoy finding solutions to problems you come across rather than waiting on others to do this for you.
• You enjoy taking complex issues and explaining them in an easy and understandable way.
• If you don't understand something, you are not afraid to ask. There's no such thing as a silly question!
• You're selfless. You enjoy pulling together as a team and supporting your teammates.
• You're excited about working in a company that really focuses on and believes in the importance of feedback.

Experiences that will help you succeed 

• Previous experience in customer-facing roles is essential
• If you have experience in an online customer support role this is a big plus
• Excellent written and verbal communication skills

Benefits

• Competitive salary
• Remote or option to work from London office 
• Stock options 
• 33 day holiday allowance (including bank holidays)
• Pension 
• Health insurance 
• Cycle to work scheme 
• Learning and training 
• Flexible working 
• Budget to help you set up working from home
• Mac iOS tech