Customer Care Associate

Qover; Greater London; On-site; GBP 24,000 - 30,000; Full time

Job summary

Qover in London is hiring four Customer Care Associates to support UK motor insurance operations. You will handle quotations, policy changes, renewals and payments, primarily via phone but also by email.

You will work with the UK Team Leader and cross‑functional colleagues to deliver high‑quality customer service while complying with FCA rules. You will maintain clear records in Qover’s CRM, escalate issues as needed, and contribute to knowledge base improvements while delivering excellent

Qualifications

• At least 12 months of customer-facing insurance experience.
• Excellent spoken and written English.
• Ability to handle a busy mix of calls and written enquiries.
• Attention to detail and timely record keeping.
• Awareness of data privacy and regulatory requirements.

Responsibilities

• Assist customers with quotations, policies, renewals, changes and payments.
• Explain coverages clearly and help customers decide.
• Own enquiries and callbacks, escalate when needed.
• Identify and escalate regulatory or data issues as required.
• Guide customers to appropriate support paths and keep records updated.
• Contribute to team goals for response times and quality.
• Maintain CRM data accuracy and use approved tools properly.
• Complete minimum 15 hours CPD annually.

Skills

Customer service experience

Phone support

English proficiency

Record keeping

Education

High school diploma or equivalent

Tools

Zendesk

CRM systems

Job description

About Qover

Qover helps partner brands offer digital insurance across Europe. Our Customer Care teams make that service personal: listening carefully, explaining coverages clearly and helping customers move forward when they need support.

The role

We are hiring four Customer Care Associates in London as we expand our UK motor insurance operations. You will help customers with everyday policy questions and important decisions about their coverages. Phone support is a central part of this role, alongside email and customer follow-up.

You will work closely with the UK Team Leader and colleagues in our wider Customer Care and Operations. We value people who take responsibility, ask for help when needed and share what they learn.

What you will do

• Support customers with quotations, new policies, renewals, policy changes, cancellations and payment queries, following product rules and your level of authority.

• Explain cover, exclusions and next steps in plain English, checking that customers understand their options and supporting informed decisions.

• Take ownership of enquiries and promised callbacks. Resolve what you can, keep customers updated and make clear handovers when specialist help is needed.

• Recognise complaints and customers who need additional support. Adapt your approach, record relevant information and follow the appropriate escalation process.

• Guide customers to the right claims or assistance service, keeping policy servicing and claims decisions within the responsibilities of the relevant teams.

• Keep accurate records in Qover’s CRM and our policy systems. Use approved support tools carefully and check information before sharing it with customers.

• Help the team meet response, availability and quality objectives, and share recurring customer issues to improve our processes and knowledge base.

• Identify, record, and elevate any regulatory, contractual, or data protection breaches to the designated stakeholders and compliance leads.

• Complete a minimum of 15 hours of CPD annually.

• Uphold and enforce all relevant FCA rules and industry regulations across day-to-day general insurance activities.

What you will bring

• At least 12 months of customer-facing insurance experience, including regular telephone contact with customers.

• Excellent spoken and written English, with the ability to make detailed information easy to understand.

• Confidence handling a busy mix of calls and written enquiries while keeping records accurate and following through on commitments.

• Patience, empathy and sound judgement when a customer is frustrated, uncertain or needs extra support.

• A practical approach to learning new products and systems, accepting feedback and helping colleagues.

• An understanding of the importance of customer confidentiality, fair treatment and working within agreed procedures.

Experience that would be especially useful

• UK motor insurance experience, particularly quotations, policy servicing and renewals.

• Familiarity with Consumer Duty, complaint recognition and supporting customers in vulnerable circumstances.

• Experience with Zendesk or another customer support platform, telephony tools or digital insurance services.

What you can expect from us

You will receive training on Qover products, systems and procedures, with coaching and ongoing learning as your responsibilities develop. You will work with an international team and have opportunities to contribute practical improvements to the UK customer experience.

Our values shape how we work: caring about people, sharing knowledge, listening to feedback and taking responsibility. We want colleagues who support one another and are comfortable asking questions.