Customer Support Executive

Confused.com is the UK’s first comparison platform for car insurance. We’ve been helping customers since 2002 by empowering them to make better decisions around insurance and financial services. Our mission is simple: take away the confusion when comparing financial products and services to help you save time and money.

We’re part of RVU - a group of online brands (including Uswitch and Money.co.uk) that work to empower consumers. We do this by helping people compare home services, insurance and other financial products.

About the role:

You’ll be part of our brilliant customer support team, who are the first point of contact for our customers. You’ll champion the customer by resolving queries and complaints, and give them a voice by feeding back customer issues for the business to act on.

Providing a great experience is essential to reinforce our first-class reputation. You’ll be an excellent communicator - friendly, polite and confident. You’ll also be a great listener and be able to use your own initiative. Finally, you’ll be provided with all the knowledge and training required to succeed at this role.

What you'll be doing:

• Delivering outstanding customer service
• Responding to customer queries and complaints, predominantly by email
• Providing phone assistance to customers when requested
• Supporting customers through the car insurance quote via webchat
• Working with the social media team to respond to queries via different channels
• Supporting promotions run by Confused.com
• Liaising with insurance partners to ensure the best outcome for customers
• Accurately reporting complaints and complying with the FCA dispute resolution guidelines

Essential Skills:

• A customer-focused attitude
• Customer support experience in the insurance industry
• The ability to work well under pressure while exceeding targets and objectives
• The ability to manage your own workload

• Experience in handling complaints and understanding of FCA guidelines

You don’t need to tick off everything on this list - so don’t let that hold you back from applying. There are plenty of opportunities to learn with us!

Our commitment to you:

At Confused.com we believe that we can be the change we wish to see in the world. We hold ourselves accountable to being open and inclusive teammates and community members. We embrace our differences and are committed to creating an inclusive environment that reflects the world we live in.

Benefits

We want to give you a great work environment, support your growth both personally and professionally, and provide benefits that make your time at RVU even more enjoyable. Here are some of the benefits you can look forward to:

• 10% discretionary yearly bonus and yearly pay reviews (based on RVU and personal performance)
• A hybrid working approach with 2 in-office days per week and up to 30 days per year to “work from anywhere”
• Employer matching pension contributions up to 7.5%
• A one-off £300  “Work from Home” budget to help contribute towards a great work environment at home
• Excellent maternity, paternity, shared parental and adoption leave policy, for those key moments in your life
• 25 days holiday (increasing to 30 days) + 2 days “My Time” per year
• Private medical cover, critical illness cover , dental plans and employee assistance programme
• Free gym access 
• Employee discounts programme
• A healthy learning and training budget to support your development
• Electric vehicle and cycle to work schemes
• Regular events - from team socials to company-wide events with insightful external speakers, we want to make sure our colleagues continue to feel connected
  

**As a tech company that strives to get better every day, we use Metaview during the interview processes to record and transcribe interviews so the interviewer can focus on the conversation rather than note-taking. This also helps us to continuously improve the quality of our interviews and your experience. This has no bearing on the assessment of you as a candidate and you can opt-out at any time, just let us know before your call.