Customer Experience Executive (Full-Time)

Job Description

Who are we?

Common sense says that the less someone drives, the less driving should cost them. And we agree. But back in 2018, the car insurance industry didn’t see it like that. So, we launched the UK’s first real-time pay-by-mile policies. Since then, we’ve had our members covered for a massive 500 million miles of driving. It’s been an epic journey (which is a bit ironic, since we’re helping people who don’t use their cars so much).

Along the way, we’ve gone from plucky newcomers, to being voted Best Car Insurance Provider 3 times in a row. Though we’re still very much doing things in our own, unique way - we’re now backed by Direct Line Group (alongside some of the country's best known brands)

What we believe in.

We challenge with kindness, making sure everyone feels safe and included. We support each other.

We take time to learn so that we can improve ourselves, our colleagues and our products. We’re not afraid to make mistakes if it gives us the opportunity to grow.

We’re clear in our vision. We’re happy to challenge the status quo if it will help us make things better.

We own up, we don’t blame. We’re humble enough to take feedback on board, and respectful enough to give it. The next big idea could come from anywhere, so everyone’s opinion matters.

We consider before we start, whether that’s interrogating details to save confusion down the line, or getting help from others. We make decisions using data, not opinions, and we use our time wisely, always staying focused on the end goal.

Customer Experience Executive

Our Customer Experience Team is our voice, with the mission to delight all those that they come into touch with. We call our customers Members and we like to ensure that they always feel part of our club. And it's probably because of this that we won the 'Above and Beyond' award in the Customer Excellence Awards for the last two years running.

Reporting to one of our lovely Team Leads, we're looking for people who are proactive, upbeat and able to work both with a team and independently to solve problems and come up with new ways to keep our customer and member base happy.

Your day-to-day will involve answering and resolving customer queries through our in-app messenger, on the phone or via email. Technology is at the core of everything we do, and you may often have to speak with our development team to get to the bottom of issues, so it will help if you have an active interest in tech too.

This role makes a real impact on the experience our customers have. If this is something that motivates you, we’d love to hear from you!

You’ll be a fantastic addition to By Miles if you have:

• Great verbal and written communication skills

• Excellent interpersonal and active listening skills

• The patience and ability to work calmly with vulnerable, difficult or upset customers

• Strong attention to detail and good organisational abilities

• Ability to work well in a team

• A resilient mindset, with a positive outlook

Day to day you’ll be:

• Delivering an awesome experience to our customers and members on our live platforms (chat, phone and email)

• Attending regular team stand-ups to share ideas, feedback and help solve problems

• Opportunities to attend company-wide meetings

• Staying up to date with the product changes

• Attending team or individual training sessions

Working hours

Currently, we have a full-time role that would suit someone keen to work a flexible 5 days over a 7 day week, with the availability to sometimes swap your working hours or working days. We'd be looking for someone that would be able to work shifts between 8am and 8pm on weekdays and was also available to work some weekends.

In a typical month, you can expect to work a varying shift pattern between Monday - Friday with weekends off. You’ll be scheduled to work at least one weekend in a month, and your days off around a weekend shift will be split to ensure you never work more than 5 days in a row.

We’ll aim to provide you with 2 months notice of your shifts and you are able to swap shifts once published within the team.

Currently, our shift patterns are:

Monday - Friday

9:00am - 5:30pm

Saturday - Sunday

9:00am-6:00pm

But it’s not all about us...

It’s just as much about you. We’re an ambitious, energetic bunch and we have our sights set on great things this year. We recognise the value our people bring, with their inquisitive minds, bright ideas and fantastic attitudes, and we aim to give as much as we receive. It’s only fair.

Our benefits:

• Our people work from wherever works best for them. We have office space in central London - but if you prefer to work from home, you could be in Cornwall, Cardiff, Carlisle, or anywhere else in the UK (it doesn’t even have to begin with ‘C’). All you need is your talent and a stable internet connection.

• We offer an allowance to help get your workspace set up.

• Life’s short and the world is wide. After 3 years at By Miles, you’ll be able to take a sabbatical and put time towards anything you like knowing your role is waiting for you.

• We offer enhanced parental leave policies, regardless of gender. Primary Caregiver Leave, Secondary Caregiver Leave, Adoption Leave, Parental Leave and Shared Parental Leave.

• Compassionate leave, Parental Bereavement Leave - When the worst happens, we want you to take the time you need without worrying about money or work.

• You’ll get 34 days of annual leave a year (inclusive of bank holidays).

As well as offering flexibility in your role, we’re committed to helping you get to where you want to be - professionally and as a person. As part of the By Miles team, you’ll get access to:

• Flexible benefits through Thanks Ben worth £62 a month. This can be put towards anything you feel will increase your wellbeing (and, no, it definitely doesn’t have to be a gym membership).

• A personal development budget of £150 a year that you can put towards any learning materials or training that will help you move forward.

• Access to coaching from our incredible in-house coach, Helen McMillan.

• Access to on-demand mental health support through Spill.

Salary: We offer an attractive salary starting from £23,000 with opportunities to earn up to £25,000 as you progress within Customer Experience and a flexible benefits package.

Location: Work from anywhere in the UK, with full access to our offices in London (near London Bridge).

Our customers come from all walks of life, and so do we. We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics or disability.