Customer Support Associate

Summary

Join INSHUR as a Customer Support Associate in Brighton, working on re-inventing insurance in exciting markets across multiple territories. You'll be part of a friendly team of 14, providing customers with insurance and technical support directly via phone, email, and chat.

Requirements

• Have a minimum of 2 years of experience working within a high-performing customer support environment
• Fluent in English (other languages such as French, Spanish, and Dutch are a bonus)
• Excellent verbal and written communication skills
• Experience with Zendesk
• 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
• Have experience working within a regulated environment
• The ability to adapt to a given situation without compromising standards

Responsibilities

• Provide our customers with insurance and technical support directly via phone, email, and chat
• Handle 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 KPIs
• Ensure 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
• Identify 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

Benefits

• ��26,000 - £28,000 salary range
• Stock options
• 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 relaxed