Contact Centre Associate

Job title:

Contact Centre Associate

Company

INSHUR

Job description

🚕 Are you keen to work somewhere that’s stimulating and friendly, with loads of opportunities for growth and plenty of freedom to make a real impact? This could be the place for you!We are looking for a Contact centre associate to join us at INSHUR! We’re based in sunny Brighton ☀️ (sea 🌊, chips 🍟, and seagulls 🕊️ included), and our company embraces a hybrid working model, allowing you to thrive in both collaborative office settings and the comfort of your own home 🏠. You’ll have the opportunity to work remotely while also connecting with your colleagues at our Brighton office at least once, fostering a dynamic and supportive environment.You’ll be working on re-inventing insurance in exciting markets across multiple territories including the UK 🇬🇧, US 🇺🇸, and the Netherlands 🇳🇱, with plans to expand into new European countries.Supported by (and reporting to) the Customer Operations Manager, you’ll be joining a friendly team of 14 who believe in delivering a world-class service experience to differentiate INSHUR from your average Insurance company and making a real difference to our customer’s lives.We value high performance and care deeply about making INSHUR a place where everyone is building something special, that we can all be proud of, while enjoying the ride.What you’ll doAs a Customer Support Associate you will be responsible for providing our customers with insurance and technical support directly via phone, email and chat. This role is key to INSHUR’s growth and ensures the best possible experience for our customers.You’ll be working on:

• Handling inbound calls, chat and email from our existing customers on a range of insurance-related queries
• Respond to all customers in a timely, efficient, polite and professional manner
• Adhere to the Customer Support Team’s SLAs and KPI’s
• Ensuring customer satisfaction by making our customers feel like they’re dealing with a person – not an insurer
• Understand our products and use this to help answer our customer’s queries
• Accurately log all information on customer policies and our in-house systems
• Assist in processing renewals, mid-term adjustments and cancellations on existing insurance policies
• Identifying ways to improve our customer journey, using your initiative to suggest effective solutions
• Administrative tasks as may be deemed necessary from time to time and provide cover for other members of staff
• Play an integral part of a growing team with the aim of continuing our international success

🎯 We don’t have a definite checklist of skills – our hiring process is much more about aptitude and passion than ticking boxes. So don’t worry if you haven’t used a particular tool or checked off all the listed skills and experience.That said, below is a guideline of skills that we think would make you successful in this role:We’d love to hear from you if you have:

• Have a minimum of 2 years of experience working within a contact centre with a high volume of outbound and inbound inquires
• Fluent in English (other languages such as French, Spanish and Dutch are a bonus)
• Excellent verbal and written communication skills
• Experience with a CRM system
• Experience with customer-facing Knowledge bases is an advantage
• You are able to multitask, set priorities and manage time effectively
• Team player with the motivation to go above and beyond for our customers
• The ability to adapt to a given situation without compromising standards
• You are able to work a 40-hour shift pattern between the hours of 8 am – 6 pm Monday – Friday

You’ll love it here if you:💡 Thrive navigating ambiguity and finding clarity in uncertain situations.👏 Take pride in being accountable and owning your responsibilities.🚀 Enjoy in a fast-paced environment where change happens quickly.🔧 Are solutions-focused and driven to overcome challenges.💪 Embrace resilience and adapt to setbacks with a positive attitude.🧠 Are intellectually curious, constantly seeking to learn, explore new ideas, and not afraid to question and improve your understanding.You may not enjoy working here if:⏳ Prefer a more structured, slow-moving environment.📝 Feel most comfortable when tasks and processes are clearly defined from the start.🤔 Struggle with handling multiple challenges at once or adapting to frequent changes.🚫 Tend to stick strictly to your defined role and avoid contributing outside of your responsibilities.What to expect from the process:Screen & Intro: 30-minute video call with the Talent Team to discuss the role and your experience.First Interview: You will be sent a small task and then do a 45-minute video call with the Customer Operations team leads.
Final Interview: 45 minute video call with the Customer Operations Manager and someone from the people team.What we offerOur budget for this role is £26,000 – £28,000 and we will take into account any previous experience and location of work when agreeing on the final offer.We offer all our employees stock options and we will pay into your pension monthly. We’ve also built a benefits package that invests in our people’s long-term personal and professional growth and wellbeing. Here’s a sample of what this includes:🌴 30 days of holiday annually, plus bank holidays🏥 Private healthcare for you and your family, including pre-existing conditions💼 Life insurance at 3x your salary👶 13 weeks parental leave at full pay for new parents👶🏽 Workplace nursery scheme with Gogeta, allowing you to pay fees pre-tax🚲 Ride to work scheme💰 Workplace pension scheme to help you save for retirement⏰ Flexible working hours to suit your lifestyle📚 £500 annual personal training allowance plus regular learning opportunities on a variety of topics💪 £40 monthly wellbeing and WFH allowance to keep you healthy and productive📞 24/7 Employee Assistance Program, covering you and immediate family members—offering crisis support, counselling, legal advice, menopause CBT, and more💆 Office massages to keep those shoulders relaxedIt goes without saying that we provide everyone with a laptop, monitor, top of the range kit, and any software you need.About Us🚕 INSHUR is the fastest-growing global provider of insurance for the on-demand economy, making coverage fair and accessible for drivers.💡Cutting edge technology & deep insurance know-how underpins our revolutionary offering for on-demand drivers, keeping premiums affordable and delivering results for partners. With a focus on embedded insurance solutions, and complementary technology integrations for digital platform providers such as Uber, Amazon, Bolt, FREENOW and OLA, we’ve been helping drivers stay on the road since 2016 through our data, technology and in-house insurance expertise.🚀 Backed by some off the most forward thinking VC’s including and , we have secured over $70 million in funding as well as the acquisition of American Business Insurance in 2023. We have exciting plans to continue growing our portfolio and product lines and expand to new territories in the future.🌍 As a global team of around 250 people based across the US, UK, and the Netherlands, we value:🤝 Generosity, inclusivity, open-mindedness, and diversity🏆 Delivering great results and learning in the open🎯 Freedom to make long-term, high-impact decisions💙 The wellbeing of our teammates and the people around usAnd… Enjoying the ride!Equal opportunities🌈 At INSHUR, we believe that having a diverse team where everyone can bring their authentic selves to work is key to our success. We’re passionate about creating equal opportunities and making the tech industry a better place for all and we don’t discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability, or age.🌍 As of July 2024, our team consists of 43% women, 26% from BAME or BIPOC backgrounds, and 13% LGBTQ+ 🌈. We proudly represent 30+ nationalities and span multiple generations, including Baby Boomers, Gen X, Millennials, and Gen Z. We’re proud to have been recognised for Diversity and Inclusion by the British Insurance Awards 🏆.🏢 We recognise that early-stage companies often hire people similar to the existing team—something we’ve worked hard to overcome. We follow a structured hiring process and ensure our interview teams are trained to foster inclusivity and equity.👨‍👩‍👧 Our Brighton office is child-friendly, dog-friendly, and fully wheelchair-accessible.⏰ While this position is advertised as full-time, we’re flexible on specific arrangements and happy to discuss options like part-time, job-sharing, or other flexible work setups for the right candidate.🛠️ If you need any adjustments during the interview process, please let us know, and we’ll do our best to accommodate your needs.Benefits

Expected salary

£26000 – 28000 per year

Location

Brighton

Job date

Fri, 30 Aug 2024 22:14:52 GMT

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