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Job description

Customer Experience Specialist

Team: Customer Experience Team

Reporting to: Customer Experience Team Manager

Location: Remote home working (Must be based in the United Kingdom)

Hours: Full-time 37.5 Mon-Fri with occasional weekend working on a rota basis. Part-time/job-share options considered.

Peppercorn are looking for Customer Experience Specialists to join us on our journey to revolutionise customer interactions. If you are driven, curious and enthusiastic and you want a customer service role that asks a little more of you but in turn gives you an interesting and innovative place to work – read on!

By using the latest artificial intelligence (AI) technology, we’re building a fully interactive, digital and conversationally based experience that customers will want to engage with.

At the heart of the experience is Peppercorn’s supercharged AI Digital Assistant. The Assistant is available at every stage of the customer journey from buying to renewing. On-hand 24/7, it will help customers manage their policy and keep up to date with how their claim is getting on - no waiting, no queues!

About the role

This role is an exciting blend of directly helping customers and having your say as to how we shape the future of customer experience. This is not a traditional contact centre role, and you won’t be wearing a headset taking calls all day.

The tasks you’ll be doing will vary throughout the day and from one day to the next. We believe keeping things fresh and interesting helps you to develop and enjoy your work.

Overview of responsibilities

• You’ll help customers with their questions through online channels - chat, email, text/WhatsApp.

• Complement the AI Assistant by jumping in to take over online chats when a human-to-human conversation is more appropriate.
• Dealing with the day-to-day administration of internal systems, keeping accurate and timely records and ensuring that all necessary information is stored correctly.
• Take full control of looking into and solving more complex customer matters. You will have support to understand how best to support their needs and then be empowered to make it happen.
• You'll make the occasional telephone call out to customers when you decide it’s the best way to help them.
• If a customer is unhappy, you’ll work with them to reach an agreeable solution.
• You’ll help identify customers in vulnerable situations and decide how best to tailor your support to their needs
• Building and maintaining relationships within the team and with other departments, championing a safe and inspirational working environment.
• Embracing the spirit of continuous improvement, working with the team and managers to provide the best possible experience for our customers.
• Understand and champion Peppercorn’s values, providing a consistent and easily recognisable service from the brand.

About You

To be able to do well in this role, we expect that you will have:

• Experience of working in a customer service-driven role, where you have been exposed to many different types of customer interactions.

• The ability to learn and become proficient at using different computer-based systems and processes.
• The ability to be methodical and organised in your approach to work, with experience of juggling multiple priorities and tasks.
• High emotional intelligence and the ability to adapt your style of communication to suit the needs of individual customers and colleagues.
• A willingness to use feedback to improve your skills and approach to get better results for you, the customer and peppercorn.
• Excellent communication skills, being able to write clearly in English in a style that promotes and embodies the Peppercorn brand. You'll need to be able to type at a good pace to help customers over chat. 35 words per minute is a guide amount as a minimum. Many free online speed typing test are available to check yours.

Other skills and experience that will help you succeed in the role but aren't essential.

• Knowledge of working in the financial services sector - car insurance even better.

• Experience of helping customers via digital service channels - online chat, email, text, and social media.

As this is a new enterprise, this is an excellent opportunity for the right person to:

• Bring their previous customer service experience to the table, while also having the opportunity to work in a creative and collaborative way.

• Work for an organisation that aligns with their personal values (check out our ‘About Us’ section below).
• Work in a company that embraces continuous improvement in its services and supports continuing professional development of its staff in order to achieve this.

Benefits

• Salary: Competitive, based on 37.5hrs per week (pro-rata for part-time hours)

• Flexible holidays: 30 days + bank holidays (which don’t have to be taken on the bank holidays) + your birthday off.

• Location: Fully remote. We arrange away days throughout the year where the whole team from across the UK meet up.

• Pension: Supplementary pension contributions

• Physical and mental wellbeing support: An extensive package including PMI, 24/7 Health Support, Health Cash Plan, annual health assessment and more

• Death in service cover: A sum paid to your nominated beneficiary

• Home office support: Make your home your office with our home office package + we use Apple laptops as our ‘go-to’ kit.

About Peppercorn

A culture focused on empowerment - ‘The Peppercorn Way’

At Peppercorn, we work with a ‘better together’ approach that encourages valuable collaboration whilst still empowering the person to work autonomously to make things happen.

We’ve deliberately set out to do things differently. We choose to avoid expensive traditional headquarters so no time-wasting, polluting commutes. We’re already seeing the benefits that a healthy work/life balance brings from home working.

The well-being of our Peppercorn family is essential. We’ve worked hard from day 1 to make sure that remote working still promotes a healthy team culture by staying in contact and using the latest tech and working systems that allow for maximum inclusion and clarity.

We strive to be a creative, high-performing team that also reflects the diversity of our customer base. We actively encourage applicants from all backgrounds and areas of work experience to do this. Our firm belief is that diversity of thought shapes better business decisions and builds a more inclusive working environment.

Job Types: Full-time, Part-time
Part-time hours: 37.5 per week

Salary: £22,000.00-£25,000.00 per year

Benefits:

• Company events
• Company pension
• Private medical insurance
• Store discount
• Wellness programme
• Work from home

Schedule:

• Day shift
• Weekend availability

Application question(s):

• What experience do you have in helping customers specifically via online chat (live chat)?
• Are you a resident of the United Kingdom?
• What experience do you have working in Financial services?
• Do you have any experience working within the insurance sector?
• Why do you feel you with your experience would do well in this role?

Work authorisation:

• United Kingdom (required)

Work Location: Remote

Reference ID: Customer Experience Specialist