Customer Operations - Fixed Term Contract

Job Title: Customer Operations (FTC) Location: We offer UK based remote opportunities. We have an office in London that you’re welcome to use as much as you’d like to, but there’s no current requirement for this role 🏡 * You will be required to visit the office once prior to or on your first day to complete a Right To Work check and collect your laptop. Contract: Fixed Term Contract (12 months), full time Salary: £30,000 + benefits listed below Shift pattern: We operate a reduced working week at Cuvva, which means that we are working 4 shifts per week instead of 5, but still being paid our full time salary. We operate 7 days per week, so shifts can occur between Mon-Sun. Our opening hours are between 9am-9pm on most days, but on Sundays we close at 6pm Shift times will vary week to week About Cuvva! We are making cars multiplayer 🚙 We’re creating truly flexible products that meet people’s real needs. Using lightning-fast technology to unlock better experiences and fairer prices for our customers, Cuvva is building the future of insurance every day. Cuvva was the first to sell hourly insurance to borrow a car through an app in the UK back in 2016. And we haven’t stopped innovating since. We’ve sold nearly 9 million policies, and supported over 1 million drivers and we’re just getting started. We’re a world-class team of 90 people, passionate about solving our customers’ problems. Join us. 🚀 About the role: You will be a pivotal part of our customers’ journey. You will be assisting users by resolving their questions and issues at a fast-pace (currently, our average response time is 1 minute). These should be approached in an empathetic manner, by utilising the training resources and the knowledge base you have to hand, in order to provide assistance, assurance or a solution. You’ll need to be responsive to change. At Cuvva, we move fast and are always looking for new ways to define problems or provide solutions for our customers. Your day-to-day tasks might change as the product does, and as we continually automate and improve. Alongside customer support, you will also be responsible for verifying identity documents and investigating potential fraudulent activity, so a keen eye for detail is very valuable. To support our culture of wellbeing and to promote a healthy work life balance, we implemented a reduced working week at Cuvva, which means that our COps team are working 4 shifts per week instead of 5, but still being paid their full time salary. These shifts are 9 hours in length with a 30 minute lunch break, and occur between the hours of 9am-9pm. This equates to a total of 36 hours per week. Two weeks per quarter, the whole team is scheduled for an additional half shift (4.5hrs) in the week. All shifts are remote, and it’s important that you’re comfortable working independently and without distraction. Training and activities are arranged regularly within your shifts to keep up to date, and to get to know your teammates. Training will take place remotely, with no need to travel into our London office apart from for the Right To Work check that has to happen before or on the first day. The training period may require more shifts to take place midweek than your usual schedule. Additionally, you must have the right to work in the UK and you should be fluent in written and spoken English. On a day-to-day basis you’ll be: Using our chat software (Intercom) to speak to customers that contact us via the app, website or social media. Liaising with third parties such as our insurance underwriters, claims teams, the FCA and police. Using our internal dashboard to resolve and investigate customer queries. Triaging and responding to customer complaints and complicated tickets. Updating claims information within our internal systems. Checking customer-submitted photos, documents and IDs for signs of fraudulent activity. Participating in specialty tasks focused in areas such as fraud, complaints, tone of voice, quality assurance and...