Insurance Customer Care Officer - UK employee contract with remote/homeworking

About Qover

We are Qover, a leading insurtech scale-up that has raised $70 million.

With an international team of 130+ colleagues based in our HQ in Brussels and in London, we help companies orchestrate digital embedded insurance experiences – driving opportunities for growth and revenue.

Since Qover was founded in 2016, our co-founders had a clear vision of the future of insurance: it must be simple, transparent and accessible across borders – a global safety net.

To that end, our platform covers 3 million users across 32 European countries and works with longstanding partners like Revolut, Deliveroo, NIO, Canyon, Monzo, Cowboy, and many others.

Visit our website for more about what we do!

Your Job

We are looking for an experienced Customer Care Professional in the Insurance sector who is willing to be part of an ambitious entrepreneurial journey aiming at disrupting the European insurance market. Someone with a “can-do attitude”, passionate about customer service and customer experience, a team player with analytical skills, and who is looking to join a fast-paced environment.

The position is UK-based and full-remote (homeworking)- Availability for business travels to our HQ in Brussels (quarterly) for training and key meetings is required.

By joining our Customer Care team, you will :

●        Handle customer requests via chat, mail, and phone

●        Understand and summarize the customer’s request

●        Advise customers as to the procedures they will have to follow for their claims

●        Keep track of customers’ requests, complaints, and/or claims

●        Translate insurance language to customer language (PCP training offered: assimilate training)

●        Ensure inbound sales conversion on prospects

●        Give operational insight into the interpretation of insurance terms and conditions by customers, and in operational claim management

●        Simplify complex problems into simpler terms and drive actions for resolution

●        Support the training and quality performance of junior peers

●        Handle various ad-hoc administrative tasks, such as : Follow-up on payments, preparing, printing, and sending postal mail, managing contracts (amends, renewals, cancellations),  CRM management (updating customer database)

 Your profile :

About you :

●        Pragmatic: understands the lean start-up philosophy.

●        Team player: values team results above personal praise.

●        Independent: you can complete an analysis on your own and know when to ask for help.

●        Analytical: You can translate a complex question into simple solutions.

●        Passionate: You are passionate about delivering excellent customer service, motivating people, and supporting them to improve quality and efficiency.

●        Can-do attitude.

Experience and skills:

●        You have 5+ years of experience working in Customer Support on a multichannel basis (email, chat & phone)

●        You speak fluent English. Any other European Language (French, Dutch, ...) is an asset.

●        You can effectively multitask and prioritize a varied workload.

●        You can effectively document processes.

●        You can effectively train others on new tasks.

●        You proactively propose improvements to existing processes.

●        You have a sound working knowledge of Google applications i.e. Gmail, Drive, G-Calendar, etc, and the ability to grasp new systems quickly.

●        You have a sound working knowledge of Zendesk

●        You are knowledgeable about several insurance products Customer Care works with (Motor insurance, Travel, etc.).

We Offer :

By joining our dynamic and ambitious team, we offer:

●       A flexible work environment - with full remote/homeworking, while at the same time being daily connected with your colleagues via modern collaborative tools (Slack, Jira, Zendesk, Google Meet, etc.) and paying regular visits to our Brussels HQ for training and key meetings.

●       A positive company culture that values teamwork and taking initiative but also having fun, with regular social events.

●       A collaborative and communal environment where everyone is welcomed, valued, and accepted regardless of their nationality, gender, age, sexual orientation, disability, philosophical or political views, etc.

●       A unique opportunity to work among entrepreneurial people, allowing you to learn and have a real impact at one of Europe’s fastest-growing InsurTech.