Customer Service Advisor in Norwich, Uk

Job Description

SO-SURE is a series A, award-winning UK tech start-up with unicorn potential.Our unique cash-back offer, super smart anti-fraud tech and streamlined claims process set us apart from anyone else in the world of Insurance.Are you looking for a new challenge in a Customer Service RoleAre you an experienced Customer Success Superstar ready for your next career moveThen join us centre stage. We are disrupting the insurance industry and are expanding our winning team to do it.What we are looking for

• We are now looking for an experienced customer success advisor to join and help grow our customer success function.
• You will be the voice of the customer and an advocate on their behalf, delivering an exceptional customer experience.
• You will be the frontline contact point between the customer and us.
• You will lead communication between our customers and us across our chat and email functions. Answer customer queries about our product, and proposition and helps customers manage their policies
• Problem-solve when customers are experiencing adversity.
• Undertake customer research and data gathering.
• Help manage the day-to-day relationship with our claims partner and make claims decisions when they cannot.
• This role will entail hybrid working from home and in our Norwich office with the occasional commute to our London head office.
• Working flexibly in the evenings or at weekends would be an advantage.

Responsibilities:

• You will be a customer champion with a passion for quality and the highest levels of standard and service whilst continually aiming for improvement
• You have at least two years of insurance customer service training and experience
• You communicate well, are great at building trusting relationships and can adapt your style appropriately
• You maintain a positive and proactive manner in carrying out all tasks
• You demonstrate resilience and tenacity You must have experience in insurance customer service
• You have an awareness of GDPR (General Data Protection Regulation), FCA (Financial Conduct Authority), FOS (Financial Ombudsmen Services)
• In return, we offer an excellent salary, 24 days holiday + bank holidays, pension, staff benefits and the opportunity to help shape the organisations future.

Experience:

• Customer Service: Min 2 years (Required)
• Insurance Industry: 2 years (Required)

Job Duties:

• Answer incoming customer inquiries
• Stay up-to-date on new products, services, and policies
• Collect and report customer feedback to ensure that best practice is recognised and maintained
• Engage with customers in a friendly and professional manner while actively listening to their concerns
• Offer support and solutions to customers in accordance with the companys customer service policies

Our Benefits:

• We make learning a priority here at SO-SURE which is why youll get an individually allocated budget to help you focus on your personal and professional development.
• We believe our team should enjoy their leave how and when they want, thats why we give you 24 days, on top of bank holidays to spend as you wish.
• Support for your health and well-being with access to fast and effective wellness and health programs with Be Fit Online Fitness Portal
• If you like getting involved in social events at work, we host regular optional in-person events like cook-along, baking competitions, wine-tasting and more in our office.
• We give offers and discounts on more than 30,000 brands.
• We provide a free SO-SURE Mobile Insurance Policy to all team members
• We will give you the tools and support you need so you can be the best, meanwhile, we expect you to roll up your sleeves and help out other team members during peak periods.

Schedule and Salary This role is full-time but flexible. Everyone in the business works to their schedule, incorporating a few non-negotiable office and team-based appointments. Flexibility is a top-down culture. The salary and package are competitive. Atpresent, we work in a hybrid fashion with two mandatory days in the office per month and the remainder of WFH.