Customer/Rider Experience Agent (CX Agent) - UK & Ireland

About Bikmo

Bikmo is an award-winning cycle insurance specialist with a mission to protect the world’s riders and the places we ride. We already protect over 75,000 riders across the UK and Europe.

We build simple yet comprehensive insurance policies designed for all riders and use technology to make purchasing and managing a policy super-easy 24/7. We’re proud to partner with some of the biggest brands in the bike world from British Cycling to Brompton and ÖBB to Deliveroo.

Purpose is core to our culture which is why we’re a B Corp and 1% for the Planet member, with clear social and environmental goals that align with our company mission.

About the Role

We are looking for an exceptional individual to join our Customer Experience team, to support Bikmo with its objectives by delivering a world-class experience to customers and keeping Bikmo as the leading insurer for bike lovers.

You’ll provide all customers and potential customers with an exceptional level of experience whether over the phone, via written communication, social channels, or in person. You’ll support customers through their claim journey, using your skills and knowledge to get them back in the saddle quickly and without fuss.

We're looking for team members who will challenge previously held views of how insurance companies operate, in favour of utilising technology and applying a customer-focussed attitude towards everything they do.

The Details

• Full time, 38hr/pw, Mon-Fri (moving to 4DW model by summer 2024 (full-time pay)
• £24,000 p.a FTE
• Company share options scheme.
• This role is UK based. We are a hybrid working company but believe that a strong home base in the office is important for wellness & collaboration. You will have the flexibility to split your working week between our Chester office and home.

How you will contribute 

• Be the go-to expert at the crossroads of cycling and insurance, offering expert guidance and support across a range of communication platforms; phone, live chat, email.
• Handle customer and potential customer inquiries and issues with a genuine passion for helping, going above and beyond to provide solutions.
• Offer in-depth knowledge of our cycling insurance products and help customers find the perfect fit.
• Guide customers through the claims process, ensuring a seamless and efficient experience.
• Collaborate with our product and marketing teams to improve our cycling insurance offerings.
• Collaborate with the content and development teams to help develop functions that will improve customer service, throughout a customer's lifetime. 
• Monitor and report on customer service performance, and any recurring issues that require attention so we can continue to provide exceptional customer service.
• Collaborate with Bikmo teams in Europe to share capability, knowledge and learning.
• Identify and feedback on potential functions that will improve customer service, throughout a customer's lifetime. 
• Keep up to date with all the latest products, processes and policy changes so you have all the information needed to excel in your role.
• Embrace all things Bikmo and actively take part in communications and meetings with the team.  
• Attend cycling industry events to promote all things Bikmo.

What we offer

First of all, we offer a work environment based on trust, responsibility and flexibility. Wellbeing is important to us which is why our package offers benefits as well as competitive remuneration including;

Bikes + Health

• The best discount on a Bikmo insurance policy to protect you and your bikes.
• You can benefit from our trade account discounts to get kitted out with the best bikes and kit.
• Weekly virtual yoga and strength HIIT sessions.
• Bike leasing / Cycle to Work Scheme.

Wellbeing

• Life Insurance.
• Mental Health, Neurodiversity & Wellbeing support.
• Ride days for when you need to get away from your desk and enjoy the trails.
• Volunteering days to support other organisations doing great things. 
• Our benefits also cover a wide range of great time off policies to provide you that peace of mind that we will support you should you need it.

What we are looking for

We are open to consider people from all backgrounds who meet the criteria below however we would be especially interested in people with a background in claims and customer service.

Essential experience;

• Good level of written and spoken English.
• Experience in Customer Service.
• Exceptionally polite manner - you’ll be speaking to people all day from a variety of backgrounds so you need to be articulate, clear and patient.
• Great level of literacy - you’ll be using various channels of communication, so you need to be efficient and clear in your written language.
• Highly IT literate - you’ll be working with a range of internal and external software packages we use for our communications.
• Efficiency - you will have to deal with a high level of activity throughout your day, so need to be able to manage tasks efficiently and promptly, and be solution-focused.

It would be a bonus if you have the following experience;

• If you are a cycling enthusiast with in-depth knowledge of the sport and its unique insurance needs.
• Know your way around the mechanics of a bicycle.
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Personal attributes we are looking for: 

• Honesty.
• Ability and flexibility.
• A willingness to learn.
• Well organised & efficient.
• Creativity - this comes in many forms.
• Ability to think laterally and solve problems.
• Ability to demonstrate attention to detail and work accurately.

Equality 

Don't feel like you're matching 100% of the criteria? We welcome applicants who can meet the core requirements, even if you don't think you tick all of the boxes. We actively encourage applications from diverse backgrounds and under-represented groups within the cycling and insurance industry.

Bikmo is an equal opportunities employer, this means we recruit, develop and compensate regardless of differences. We value diversity. Everybody is unique and this should be celebrated. We want Bikmo to be a place where people feel comfortable bringing their whole selves to work. 

Application Process

To continue the conversation just click the, Find out more, button and attach a short cover letter + your CV. We love to hear how your own values and experiences align with the role. 

Closing date: Sunday 14th January 2024. 

If you require any reasonable adjustments to be made to support you through our recruitment process please get in touch.

Remember 

By applying for this role you are giving Bikmo consent to use the information you provide to process your job application in accordance with GDPR regulations.