Senior Customer Experience Executive

Job description

About Covertime

We’re a team of friendly insurance experts who love what we do! We’re on a mission to make temporary car insurance faff-free. Fast, flexible cover in minutes - no hassle.

We provide temporary insurance for those moments you need to insure a car for a short period of time. Whether it's a few hours to a day, a week, or even a month - we offer flexible, comprehensive temporary insurance designed to meet your short-term needs.

As we continue to grow, delivering a standout customer experience is at the heart of everything we do.

About the role

This is an exciting opportunity for a Senior Customer Experience Executive to play a key role in delivering and shaping our customer experience.

This is more than a traditional support role - you’ll take ownership of customer interactions, help improve how we operate, and contribute to how our support function scales.

You’ll be trusted to handle customer queries, identify opportunities for improvement, and help us deliver a consistently high-quality experience.

What You’ll Be Doing

• Supporting customers via chat (Intercom), email, and phone across app and web journeys
• Resolving customer queries quickly, empathetically, and with strong attention to detail
• Triaging and responding to complaints and more complex or sensitive cases
• Identifying trends in customer queries and proactively suggesting improvements
• Helping refine processes, macros, and help centre content
• Working closely with third parties including insurers, MID, and the police where required

What We’re Looking For

• Proven experience in a customer-facing role (ideally within insurance, fintech, or a similar environment)
• Confidence handling complex customer situations while remaining calm under pressure
• Strong problem-solving skills and attention to detail
• A proactive mindset - you look beyond the immediate issue to improve the bigger picture
• Excellent written communication - clear, friendly, and on-brand
• Experience using tools like Intercom or similar customer support platforms
• An interest in process improvement, automation, and scaling support

Bonus Points If You Have

• Experience in short-term insurance or regulated environments
• Exposure to fraud or compliance processes
• Experience working with AI/chatbots or automation tools
• Previously helped scale or shape a support function

Why Join Us?

• Real ownership and impact from day one, with the opportunity to grow as we scale
• The chance to help shape a growing customer experience function in a fast-moving scale-up
• Work closely with a small, collaborative team
• Hybrid working for a strong work/life balance
• Competitive salary of up to £37,000, depending on experience

Sound like your kind of role? We’d love to hear from you!

Unfortunately, we are unable to offer sponsorship for this position. Logistically, our team meet 1-2 times per week and are in the process of securing new offices in the Surrey area.

Extra information

Status

Open

Education Level

Secondary School

Location

Surrey

Type of Contract

Full-time jobs

Published at

03-04-2026

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English