Customer Care Agent

About Us

At Veygo our world is learner and temporary pay-as-you-go car insurance. We know people's lifestyles are changing and our pay-as-you-go insurance provides our customers with flexible cover by the hour, day or week, so they can get cover when they need it, and not when they don’t. We're proud to have over 1 million customers and to be backed by Admiral Group, voted Best UK Car Insurance Provider six years in a row by The Personal Finance Awards.

About the Role
We have an exciting opportunuty to join out Customer Care team on a 12 month maternity cover!

Customer Care are at the heart of what Veygo do. We support new and existing customers discover, purchase, and use our products. Our end goal is to work as a team providing online, self-serving and effortless support.

Our team support customers when making a purchase, assisting them to manage their accounts and policies, all the way to registering and settling their claim. Other responsibilities managed in the team are Data Validation and Claims Underwriting. It’s a very exciting, dynamic place to be. The role is challenging but rewarding!

Our department is focused on constant development, both customer service and careers; giving you the opportunity to widen your experience in not only your position but other functions such as our Claims department.

Responsibilities
As Customer Care Agent, you will be responsible for:

• Providing an outstanding level of service to our customers from start of their Veygo journey to the end, via email
• Understanding the customers’ needs and strive to improve their journey, whether this be team, process or product related
• Putting the customer first when making decisions throughout their need of support from us
• Supporting customers whilst they purchase one of our Veygo products
• Assisting the customers when then need to contact us about an active policy
• Helping our customers when their vehicle has been involved in an incident
• Protecting our products and business by ensuring our customers have not committed fraud
• Contributing to the business goals and strategy

Essential Skills and Experience
The successful candidate will have:

• Customer Service experience, preferably in a contact centre  
• Strong organisational skills
• The ability to work in a fast-paced environment
• Customer Centric with strong and transparent communication skills, in any form of interaction

Desirable Skills and Experience

• The ability to not only spot problems but dig to the root cause and implement changes
• Be able to work on your own initiative and be confident in making decisions.

Please note: This is a hybrid role based in our Cardiff office once-twice a week.

Interview Process:

At Veygo, we like to keep things transparent, so you know what to expect.

Our interview process usually includes 3 stages:

• Initial conversation with the Talent team
• First stage interview with the Customer Service Team manager (On-Site)
• Second stage interview with our Head of Operationas (Remote)

We aim to complete the process as quickly as possible, but we’ll always work around your availability. You’ll be supported by our recruitment team throughout, and if you have any questions, please get in touch here.

As a Disability Confident Leader, for candidates with a disability or long-term health condition, that opt into the Disability Confident scheme, we’ll invite a fair and proportionate number of applicants that meet the essential requirements of the role to the first stage of our selection process.

If you need any adjustments or support with your application or during the recruitment process, just let us know. Please do email Daniel.Cavill@AdmiralPioneer.com or contact us on 07502 959750. This number is dedicated to supporting candidates that require reasonable adjustments or support during the application process.

Admiral: Where You Can

We take pride in being a diverse and inclusive business. It's a place where you can Be You, and show up as you are. We’re committed to fostering a people-first culture where everyone is accepted, supported, and empowered to be brilliant. You can, Grow And Progress at a pace and direction that suits you, Make A Difference for our customers and each other, and Share in Our Future with all colleagues eligible for up to £3,600 of free shares each year after one year of service.

Everyone receives 33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to an additional five days of annual leave.

We’re proud of our people-first culture. In fact, we've been recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years! We’re fully committed to making sure your progression is not slowed or halted by barriers related to race, gender, age, sexuality or any of the protected characteristics.

Our fantastic benefits make sure our colleagues have a great work-life balance; You can view some of our other key benefits here.

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