Digital Customer Service Representative – Hybrid Full Time NEW

Who are we:

Ticker has built a next-generation motor insurer, leveraging connected car data and data science across every aspect of the business, including pricing, underwriting, customer engagement and claims.

The motor insurance landscape is set for a major shift and the battleground will be won or lost in the next five years. It will all come down to pricing sophistication and the most efficient use of machine learning and artificial intelligence across the whole value chain.

The business includes a first-class executive team with a proven track-record in building successful insurtechs and running some the largest insurers in the UK.

What the role is: Digital Customer Experience Rep

Be at the center of people, technology and the future of customer care.

This is an exciting opportunity for a customer‑focused individual who wants to make a real impact on the customer journey. Not just by supporting customers when they need it most, but by helping shape how we use the latest digital tools and AI to deliver faster, smarter and more human support.

As a Digital Customer Experience Rep, you’ll be a vital part of a forward‑thinking digital team. You’ll be there to hand‑hold customers when they need reassurance, solve problems when things aren’t straightforward, and make sure every interaction puts the customer firmly at the centre of what we do.

At the same time, you’ll be working in an environment that’s constantly evolving. We’re actively exploring how AI and digital innovation can improve the customer experience. This role offers opportunities to be involved in that journey, learn how AI is shaping customer service, and grow your career alongside these changes.

What you’ll be doing:

• Providing exceptional customer support, helping customers with queries and making any necessary policy changes
• Communicating primarily through our online chat platform, with occasional outbound calls when a more personal touch is needed
• Going the extra mile to problem‑solve and ensure every customer feels listened to, supported and valued
• Being part of a digital team that’s improving how technology and AI are used to enhance customer outcomes

What we’re looking for

• Previous customer service experience is helpful, but your attitude and motivation to help are the most important factors.
• A genuinely helpful, customer‑first mindset; you enjoy conversations and know how to build rapport and can translate that into a written response to a customer.
• A passion for delivering outstanding service and going above and beyond for customers
• Curiosity and openness to learning new tools and being part of how AI is evolving within customer service

Everything else, we can teach. What really matters is your attitude, empathy and drive to make a difference.

What’s in it for you

• The chance to work with modern digital platforms and be exposed to how AI is transforming customer service
• Opportunities to get involved in innovation and use this role as a stepping stone for career growth
• A hybrid working pattern: 2 days in our Godalming office and 3 days working from home

If you’re excited by technology, motivated by helping people, and want to play a role in shaping the future of customer experience, we’d love to hear from you.

What you’ll be doing with your days:

• Providing excellent customer service via our live chat platform, making outbound calls to customers as and when needed
• Answering general and technical queries about the product, device and app and making any relevant policy changes
• Handle complex customer queries
• Identify and handle any initial complaints that come into the front line team
• Carry out policy administration and offer call backs where needed.
• Dealing with customer payment queries, liaising with finance house as required
• Proactively identifying customer impacting issues and escalating to the Customer Service Team leader
• Ad hoc tasks relating to the administration of the customer policy ensuring a positive customer experience

About you:

• You can demonstrate excellent communication skills enabling you to engage in effective conversations, build strong connections and show empathy to our customers
• You have the ability to take ownership of customer enquiries through to resolution, you will pride yourself on delivering a customer experience that exceeds expectations, delivering a personalised, friendly & efficient service
• You are resilient to a continuous changing environment; our company is growing and we’re looking for people to join us who are flexible and able to adapt to new challenges
• You have great problem solving abilities and a passion to help
• You can multitask and prioritise workload in a fast passed environment
• You’ll bring with you an attention to detail on spelling and grammar as you’ll be typing most of your conversations
• You are enthusiastic and willing to learn

Essential:

• Experience in a customer service role (preferably within a digital team or with an insurance / call centre background )
• Excellent communicator (both written and verbal)
• Fast learner
• Experience of using Microsoft Office suite, including Excel, PowerPoint, Word and Outlook

Desirable:

• Comfortable holding conversations by online chat and confident making phone calls to customers
• Knowledge and understanding of the UK motor insurance industry
• Digital software experience: Intercom

Benefits:

• Bonus scheme (based on company and personal performance)
• Enthusiastic investment in your development
• Pension
• Insurances: Private medical insurance (partner/family rates available); Income protection insurance; and Death-in-service insurance
• 25 days holiday plus bank holidays (increases to 27 days after 5 years)
• Bonus day off for your birthday
• Holiday purchase scheme (up to 5 days per year)

Where are we:

Our office is based in a rural location in Surrey (Godalming) therefore own transport is needed.

Training will need to be completed in the office, likely duration approximately 4 weeks. After training we offer a hybrid model of home and office-based working. You will be required to be in the office approximately twice a week after training is completed.

Hours:

We work a 35 hour per week between Monday to Saturday; shift patterns to be agreed.

Job Types: Full-time, Permanent

Pay: £25,000.00 per year

Benefits:

• Casual dress
• Company pension
• Free parking
• Life insurance
• On-site parking
• Private medical insurance
• Referral programme
• Work from home

Application question(s):

• Are you committed to commute to our offices (postcode: GU8 6BQ) approximately 2 days per week?
• Are you committed to work on Saturday (every 3rd Saturday)?
• Could you tell us what is your current notice period (in months or weeks)?

Licence/Certification:

• Driving Licence and access to your own vehicle to commute (required)

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in Peper Harow GU8 6BG