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Customer support executive (part-time evenings and weekends)

Salary:
15,817 P.A. ?
Location:
West London
Company:
By Miles

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By Miles is a technology startup based in Hammersmith that’s revolutionising car insurance. We’ve built the UK’s first real-time pay-by-mile car insurance policies with a smart driving app, bringing the same level of on-demand convenience to car ownership that people now expect from taxis and take-away food.

You can read a little more about us in the BBC, The Times and in Auto Express.

We launched in the UK in July 2018 and our highly-engaged member base is growing quickly, so we're looking to hire another member of our customer support team to help deliver an excellent level of service out of office hours.

This role is a part-time position and would suit someone keen to work a flexible 4 day week, with the availability to sometimes swap your working hours or working days. We'd be looking for someone that would ideally be able to work into the evening (sometimes up until 9/10pm), and was also available to work at the weekend. Remote working is something we could definitely consider after you've passed your first 2 months with us.

You’ll be a skilled, versatile writer and a natural communicator with a friendly and professional phone manner and a keen eye for detail. You’ll be as comfortable using emojis as you are with semi colons, and while you’re disciplined enough to stick to a script when needed – you should have the wit and charm to rewrite it too (when appropriate). It would help if English is your first language, but this is certainly not essential.

You’ll be 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 base happy. It would be ideal if you have proven experience in a customer service or support role and you get a kick out of helping improve processes to make our customer experience the best it can be.

Your day-to-day will involve answering and resolving customer queries through our in-app messenger, on the phone, on social media or via email. You may be required to do some simple data management and analysis, so a basic grasp of Excel would be handy. 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.

It’s worth saying that working in an early stage startup will mean that no two days are ever the same, so the ideal candidate will relish the opportunity to get stuck in and won’t be afraid to learn new things – appreciating that their job description is only the tip of the iceberg. There may sometimes be late nights and early mornings, but we'll have a lot of fun along the way.

If you see this as a positive challenge and a chance to grow quickly within a role that has the potential to be whatever you make it, then you should definitely think about joining our team to help us change car insurance forever.

Requirements

YOU’LL NEED:

  • Relevant experience in a communications or customer service role
  • Great verbal, written and general communication skills
  • Excellent attention to detail
  • To be organised, process-driven and comfortable working to tight deadlines
  • The passion and drive to succeed in a startup environment
  • A positive outlook, patience and a good sense of humour
  • Knowledge and experience of using social media
  • Proficiency in Microsoft Office, particularly Excel
  • A keen interest in technology and a desire to understand our product inside out

BONUS POINTS IF YOU:

  • Have had any exposure to VOIP systems or call centre switchboards
  • Have experience of using live chat software (like Intercom), and CRM tools (like Zendesk)
  • Have experience dealing with complaints and disputes
  • Have experience of working in a regulated industry

Benefits

  • Enrolment into the By Miles pension plan after passing your three month probation
  • Local gym membership discount
  • Remote and flexible working opportunities (subject to our remote and flexible working policy)
  • Personal training budget (to support professional development and certification)
  • Personal book budget (so you can add to our ever-growing library)
  • Regular social events
  • Join a fast-growing and exciting startup with excellent growth opportunities
  • Work with a fun and highly-motivated team where there's never a dull moment
  • West London office (Hammersmith) with great transport links (District, Circle, Hammersmith & City and Piccadilly Lines)

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