Customer Claims Handler- Out of Hours

(working flexibly from  home and office)

At Zego, we know that traditional motor insurance holds good drivers back. It’s too complicated, too expensive, and it doesn't take into account how well you actually drive. 

That’s why, since 2016, we’ve been on a mission to change all of that. Our mission at Zego is to offer the lowest priced insurance for good drivers.

From van drivers and gig workers to everyday car drivers, our customers are our driving force — they’re at the heart of everything we do.

We’ve sold tens of millions of policies so far, and raised over $200 million in funding. And we’re only just getting started.

Overview of Team 

At Zego we are revolutionising our approach to Customer Claims; we listen, we learn and we value our customers.   We are passionate about delivering an exceptional customer experience through meaningful conversations that drive, develop and enhance their journey.  We are looking for individuals who will thrive in a customer facing environment where you can  problem solve, take accountability for delivering fantastic customer outcomes and take pride in the work you do.  This is a new team so you have the chance to join at an exciting point in our claims development.  You can help shape the future of an exceptional claims service.

We’re on the lookout for a passionate, driven and eager FNOL/Customer Handler to grow with our team in Halifax.

Purpose of Role 

You will be the first point of contact for Zego  customers so we are looking for individuals who are passionate about delivering outstanding customer service.  You will take a first time resolution approach with responsibility and accountability for resolving customer claims in the most efficient way possible.  You will work as part of a vibrant, collaborative, high performing team ensuring  excellent customer satisfaction throughout the claims journey.

Responsibilities: 

• You will work flexibly but be required to attend our Halifax office initially for training, induction and probation.
• You will become a valuable member of an expanding Claims Team, playing a crucial role in achieving the company’s objectives.
• You will be responsible for handling FNOL - first notification of loss calls/claims for our motor customers and responding promptly to customer enquiries.
• You will ensure excellent levels of customer satisfaction and provide professional customer service over the phone and email.
• You will be responsible for routing customers to the best supplier.
• You will maintain a positive, empathetic and professional attitude toward customers at all times and build productive trust relationships with customers on the phone.
• You will respond promptly to customer inquiries. 
• You will build a comprehensive knowledge of our products so that you can answer questions effectively.
• You will input customer information and data into an in-house system
• You will support office and  claims administration tasks.

You must demonstrate: 

• You will be able to work on a Fixed Term- 12 months contract initially.
• You have proven skills working within a customer service environment, ideally over the phone. 
• You have an eye for detail and a flair for building rapport. 
• You have an ability to multitask, set priorities and manage time effectively.
• You are able to work 15 hours per week, our standard shifts are below and your schedule will be within those hours:
• Evenings between 6-9pm
• Saturdays between 9am-5pm
• Sundays between 10am-5pm

What it's like to work at Zego: 

Zego has a truly international and inclusive team, unified by great ideas and collaborative thoughtfulness. Our people are the most important part of our story and everyone plays a key role in our journey. We look for people who have expertise, enthusiasm and who are motivated by change. There’s plenty of room to learn and grow, as part of our ongoing training programmes or directly from other experts. You’ll work alongside a talented group of people who respect each other's differences and seek to understand fresh perspectives.

How we work

We believe that teams work better when they have time to collaborate and space to get things done.  We call is Zego Hybrid

Our hybrid way of working is unique.  We don’t mandate fixed office days.  Instead, we foster a flexible approach that empowers every Zegon to perform at their best.  We ask you to spend at least 2 days a week in our Halifax office.  You have the flexibility to choose the day that works best for you and your team.  We cover the costs for all company wide events (3 per year), and also provide a separate hybrid contribution to help pay towards other travel costs.

We think it’s a good mix of collaborative fact time and flexible home-working, setting us up to achieve the right balance between work and life.

We are an equal opportunity employer and we value diversity at our company.  We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, or disability status.

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