Job Description

We're a leading Motorbike Insurance broker dedicated to helping riders find the cover they need, and we're excited to welcome motivated, customer-focused individuals to join us as Customer Experience Generalists.

This role suits someone who has already taken their first steps in digital marketing or has relevant experience in a customer service or customer experience environment and is ready to progress.

It is not a standard contact centre position. You will be a confident self-starter who plays a meaningful part in delivering our Customer and Community mission: delivering great customer outcomes by putting the biking community at the heart of what we do. Your attitude and behaviour should reflect our values of being Passionate, Accountable, Innovative, Customer-focused, Straightforward and A Team Player.

The ideal candidate will be based in our central Peterborough office, working 35 hours a week across five days. Shifts fall within standard office hours of 9am to 5pm, Monday to Friday, with occasional Saturday cover when required. We operate a flexible working policy and can consider reasonable requests that support a healthy work-life balance.

:

Reporting to the Head of Customer & Community, you will play a critical role in supporting the delivery of our Customer and Community Strategy. The role spans the entire customer lifecycle from initial awareness to advocacy and is key to ensuring that our brand and values are embedded throughout all touchpoints.

You will embed the Voice of the Customer in everything you do and use the associated learnings and insights to help BeMoto acquire and retain loyal customers. This will include establishing, maintaining, and monitoring customer service standards, KPIs, and metrics to measure both performance and customer satisfaction.

You are a customer-focused professional, responsible for ensuring our customers have positive interactions with our brand throughout their lifecycle. You will play a crucial role in identifying and removing obstacles from the user journey, improving customer satisfaction, and promoting retention.

Our Customer & Community department consists of 5 key strategic areas:

Products & Services

- You will have shared responsibility for establishing whether our products and services are fit for purpose. You will ensure our terms match the target consumer needs and that products and services work as expected by investigating and analysing insights.

Price & Value

- You will ensure that our products and services are sold at a price that reflects their value. You will support the delivery of regular market research to verify we are offering fair, consistent and competitive products.

Customer Understanding

- You must understand the Voice of the Customer. You will need to establish root causes through the analysis of customer interactions to identify and recommend improvements in the customer journey.

Customer Support

- You'll need to work with stakeholders to ensure a seamless brand and buying experience across all customer channels. You will support the investigation and development of our channel choice.

Voice of the Customer

- You will be expected to anticipate and address customer concerns proactively and utilise customer feedback to provide recommendations for business process improvement.

Key Responsibilities:

Ensure that customer-facing teams and all other business functions work in collaboration to consistently deliver on strategic goals and objectives, with customer experience at the heart of objectives.

Products & Services:

Ensure our products and services meet genuine customer needs. Conduct rigorous testing to guarantee suitability

Price & Value:

Our fees and charges reflect genuine value and not just cost. Eliminate hidden charges and features which may disadvantage customers.

Customer Understanding:

Ensure information is readily available, presented simply and addresses customer questions or concerns.

Customer Support

: Deliver exceptional support through the customer lifecycle. Ensure processes and procedures cater for any specific needs.

Voice of the Customer:

Interpret and leverage insights to identify potential issues and opportunities to create a seamless experience for customers across all stages of their lifecycle.

Skills and Experience:

Able to easily read and interpret data to extract useful information that can be acted upon. Ability to work as a team or independently with minimal supervision. A persuasive, strong, and confident communicator. Ability to use your own initiative to explore all options to achieve the best outcome for the customer and the business. Competent understanding of technology, software applications, phone and computer systems. Proactive about your own development. Ability to deputise for line manager where appropriate. Positively promote the company and product at all times. Maintain a thorough knowledge of our products and services.

Core Competencies:

Communication Skills, Teamwork, Customer Focus, Accountability

Functional Competencies:

Delivering Results, Planning & Organising, Analytical Thinking, Judgement/Decision Making, Change Management, Relationship Management, Innovation, Creativity

Hours:

35 hours during weekdays: Monday-Friday 09:00-18:00 (rota basis) You may be required to work occasional Saturdays from 09:00 to 13:00

Salary:

25,000 - 30,000 per annum

Location:

City Centre

If you're motivated to provide exceptional customer support and thrive in a dynamic environment, we invite you to apply.

Job Type: Full-time

Pay: 25,000.00-30,000.00 per year

Benefits:

Casual dress Company pension Cycle to work scheme Health & wellbeing programme
Work Location: In person