Customer Operations - Fixed Term Contract

Cuvva Limited

2d•Remote

About The Position

We are making cars multiplayer 🚙 We’re creating truly flexible products that meet people’s real needs. Using lightning-fast technology to unlock better experiences and fairer prices for our customers, Cuvva is building the future of insurance every day. Cuvva was the first to sell hourly insurance to borrow a car through an app in the UK back in 2016. And we haven’t stopped innovating since. We’ve sold nearly 9 million policies, and supported over 1 million drivers and we’re just getting started. We’re a world-class team of 90 people, passionate about solving our customers’ problems. Join us. 🚀 About the role: You will be a pivotal part of our customers’ journey. You will be assisting users by resolving their questions and issues at a fast-pace (currently, our average response time is 1 minute). These should be approached in an empathetic manner, by utilising the training resources and the knowledge base you have to hand, in order to provide assistance, assurance or a solution. You’ll need to be responsive to change. At Cuvva, we move fast and are always looking for new ways to define problems or provide solutions for our customers. Your day-to-day tasks might change as the product does, and as we continually automate and improve. Alongside customer support, you will also be responsible for verifying identity documents and investigating potential fraudulent activity, so a keen eye for detail is very valuable. To support our culture of wellbeing and to promote a healthy work life balance, we implemented a reduced working week at Cuvva, which means that our COps team are working 4 shifts per week instead of 5, but still being paid their full time salary. These shifts are 9 hours in length with a 30 minute lunch break, and occur between the hours of 9am-9pm. This equates to a total of 36 hours per week. Two weeks per quarter, the whole team is scheduled for an additional half shift (4.5hrs) in the week. All shifts are remote, and it’s important that you’re comfortable working independently and without distraction. Training and activities are arranged regularly within your shifts to keep up to date, and to get to know your teammates. Training will take place remotely, with no need to travel into our London office apart from for the Right To Work check that has to happen before or on the first day. The training period may require more shifts to take place midweek than your usual schedule. Additionally, you must have the right to work in the UK and you should be fluent in written and spoken English.

Requirements

Must have the right to work in the UK.
Fluent in written and spoken English.
Alert and focused to ensure our users are provided with swift and informative assistance.
Independent and confident in communicating internally and externally.
Tons of empathy and understanding.
Calm under pressure.
Willing to take on all manners of work and collaborate with the wider team.
Take the initiative, work autonomously on specific tasks and take ownership in carrying them through to the end.
Continually deliver feedback on ways we can deliver a phenomenal service.
Have a real drive and enthusiasm to work for a young and dynamic tech company.
Comfortable with variable demand in your working day, as chat volumes are dependent on our customer’s needs and your ability to be flexible with your workload is necessary.

Nice To Haves

Previous experience working in a fast-paced start-up or scale-up environment.
Experience with regulated products such as in banking or insurance.

Responsibilities

Using our chat software (Intercom) to speak to customers that contact us via the app, website or social media.
Liaising with third parties such as our insurance underwriters, claims teams, the FCA and police.
Using our internal dashboard to resolve and investigate customer queries.
Triaging and responding to customer complaints and complicated tickets.
Updating claims information within our internal systems.
Checking customer-submitted photos, documents and IDs for signs of fraudulent activity.
Participating in specialty tasks focused in areas such as fraud, complaints, tone of voice, quality assurance and vulnerable customers.
Interacting with your teammates and manager through Slack and via video (Google Hangouts) for 1:1s and team meetings.

Benefits

Full WFH set up with no office requirement
A four day work week
Transparent salary model and bands for all roles
28.5 days of holiday a year including public holidays - rising with each year at Cuvva
Quarterly team socials and company events
Private medical insurance with Bupa
Professional development budget
Health, WFH and wellbeing budget
Increases to all allowances year on year
Enhanced parental leave and pay
Cycle to work scheme
Mental Health and Coaching Support - We offer free and confidential access to comprehensive mental healthcare and coaching through Oliva.
Hundreds of perks and discounts with Perkbox
£100 a month towards your Cuvva car insurance
Referral bonus when you bring your friends to join the Cuvva team