Customer Service (part-time)

About Us

We’re going to say a bad word.

Don’t let it put you off.

Here it comes:

Insurance.

Still with us? Alright, here’s the thing.

Insurance is the single biggest industry in the world – there are more insurance policies than people. But seven in ten people feel their insurer is actively trying to cheat them, and only 13% say they actually trust their insurer - and that’s according to the industry’s own representative body, the ABI. It consistently ranks as one of the least trusted, least recommendable industries on the planet.

We're Locket, and we believe we can do better. We're building smart insurance – insurance that's exciting, intuitive, rewarding, and there for you every day, not just if you need a pay-out. Insurance that works with you to actively protect the things you care about, instead of just sitting back and waiting for bad things to happen. It’s everything your old insurance isn’t.

About the role

Initially joining us on a part-time basis (approx. 20 hours) with the option to eventually become full-time, this will be a busy and varied role working alongside our Head of Member Experience (customer service). You'll be engaging with our valued members and contributing to a wide variety of projects.

We’re a primarily remote company, so you can be based elsewhere in the UK, as long as you're within easy travelling distance of London, and can come to the office if needed.

Our no.1 company core value is to put our members above all else, and you will embody this heart and soul. If you’re someone with a beaming smile, belly laugh and glass-half-full approach to life - you’re our kind of person.

This is a chance for you to work in a fun, fast-paced environment full of quirky individuals, wanting to make an impact. If you love the hustle - you’re going to love it here.

About you

You’re a down-to-earth, people-person with endless amounts of positivity. You won’t let a spelling or grammar error sneak past you, and it’s your mission in life to have each customer (we call them members) leave feeling better than when they arrived.

Such a person can choose their own title; Concierge Extraordinaire, Kick-ass People Specialist, Locket Liaison Coordinator. We don’t mind what you call yourself as long as you rock at what you do.

An effective communicator with the ability to reflect your own individuality - it’s all about being human and transparent and not sounding like a robot. You will be given full training, but you will possess a go-getter attitude that enables you to hit the ground running.

If you have bags of personality, a desire to make people feel valued and the ability to light up a room, we need to hear from you.

You will:

• Effectively assess and resolve enquiries/requests

• Follow different snippets and FAQ guidelines while maintaining your own tone of voice and keeping things real

• Create personalised welcome videos for new members

• Resolve member complaints

• Ship welcome packages and merchandise

• Help with administrative tasks

The person we hire will have a strong mix of the below:

• Relevant transferable skills to become a Customer/Member Experience Specialist

• Positive attitude and an approachable manner

• Exceptional command of the English language - no spelling or grammar errors

• Ability to build positive relationships

• Willingness to get involved in anything relating to our Locket members

• Ability to multitask

Salary range: £22,000-£28,000 D.O.E (this will be calculated on a pro-rata basis)

Benefits:

• Life insurance
• Pension
• Unlimited holiday
• Company laptop
• Training
• YuLife membership; 24/7 GP and Counsellor access, discounts on wellbeing products, chance to win vouchers