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Veygo is currently seeking someone to work with the Business Support Manager to ensure that Veygo operates as a safe and compliant organisation which ensures the customer is considered at all stages of the journey.

We value our people and are looking for someone who can bring our values of being real, being present, thinking creatively, and bring things to life.

Veygo is dedicated to providing insurance that is flexible and suits people's lifestyles. We are focused on empowering individuals to take control of their own journey. We see ourselves as more than just an insurance company, and we believe that our culture is an essential part of our success.

If you think you embody these values and are passionate about working for a company that is changing the world of insurance, then Veygo may be the right fit for you.

We're looking for a Customer Quality Executive to join the team on a 12 month fixed term contract.

About Veygo

Veygo is an independent company within Admiral Pioneer, a new business within Admiral Group with the objective of seeding, launching, and scaling start-ups.

Veygo is at the forefront of the Mobility as a Service (MaaS) revolution and is growing fast. We want to make life easier for those wishing to share cars, use their own temporarily, or for learner drivers looking to practice in a family member’s or friends’ car. In short, we want to help people be able to get behind the wheel of a car, even if they don’t own one.

Core Responsibilites

• Supporting the building and release of new products in line with regulatory requirements and ensuring we consider and treat the customer fairly – providing early research into the regulatory impact of potential new products or product changes
• Supporting PPMs and POs in meeting regulatory requirements for product review and change (EUI pog or Pioneer alternative)
• Responsibility for customer insights process across all products, researching and implementing (automated) processes for regular gathering of insights and reporting to PPMs and POs on an agreed basis
• Ad – hoc customer insight projects at the request of PPMs and POs
• Reviewing and creating process documents to ensure customers receive intended and fair outcomes at all stages of the journey
• Helping maintain a ‘culture of compliance and continuous improvement’ within Veygo
• Conduct tests of documented processes and controls to ensure fair outcomes continue to be maintained
• Carry out claims reviews, this involves checking the checker’s claims quality reviews

Complaints Responsibilities

• Monitoring complaint responses for Customer Service and claims, providing reporting on outcomes
• Conducting effective Root Cause Analysis (RCA) using proven tools and techniques to point to reasons for customer failures
• Taking the outputs from the RCA and taking ownership for implementing (training and embedding) control measures into ensure those points of failure do not re-occur
• Ensuring complaints training is prepared, provided and recorded in line with EUI / Pioneer Complaint handling standards
• Providing an independent complaints referral point and support to Customer Operations and handling cases sent to the Financial Ombudsman Service
• Reviewing current complaints logging process, researching and suggesting a suitable solution for complaints logging within Veygo
• Liaising with Customer Assurance to ensure alignment of process

Skills and Requirements

• A background in Claims handling and / or Complaint handling
• Able to balance the needs of customers, the business and the regulator
• To be able to build positive working relationships within Veygo and key stakeholders in the wider business
• Report writing and proof-reading skills
• A strong interest in regulatory matters and a desire to find creative solutions to problems for the customer and the business

Salary, Benefits and Work-Life Balance

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to Work For in the UK.

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here

Our Commitment to You

At Admiral, we are committed to being a diverse and inclusive workplace. Admiral is proud to be an equal opportunities employer and does not discriminate on the basis of race, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status.

All qualified applicants will receive equal consideration

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