{"id":3864528,"url":"https://alion.io/job/qover-customer-care-associate","title":"Customer Care Associate","company":{"id":54453,"name":"Qover","domain":"qover.com","url":"https://alion.io/company/qover","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":75,"open_postings":5,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-07T05:47:08Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-10-29T11:21:16Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-07T13:34:28Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"About Qover\nQover 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.\nThe role\nWe 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.\nYou 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.\nWhat you will do\nSupport customers with quotations, new policies, renewals, policy changes, cancellations and payment queries, following product rules and your level of authority.\n\nExplain cover, exclusions and next steps in plain English, checking that customers understand their options and supporting informed decisions.\n\nTake ownership of enquiries and promised callbacks. Resolve what you can, keep customers updated and make clear handovers when specialist help is needed.\n\nRecognise complaints and customers who need additional support. Adapt your approach, record relevant information and follow the appropriate escalation process.\n\nGuide customers to the right claims or assistance service, keeping policy servicing and claims decisions within the responsibilities of the relevant teams.\n\nKeep accurate records in Qover’s CRM and our policy systems. Use approved support tools carefully and check information before sharing it with customers.\n\nHelp the team meet response, availability and quality objectives, and share recurring customer issues to improve our processes and knowledge base.\n\nIdentify, record, and escalate any regulatory, contractual, or data protection breaches to the designated stakeholders and compliance leads.\n\nComplete a minimum of 15 hours of CPD annually.\n\nUphold and enforce all relevant FCA rules and industry regulations across day-to-day general insurance activities.\n\nWhat you will bring\nAt least 12 months of customer-facing insurance experience, including regular telephone contact with customers.\n\nExcellent spoken and written English, with the ability to make detailed information easy to understand.\n\nConfidence handling a busy mix of calls and written enquiries while keeping records accurate and following through on commitments.\n\nPatience, empathy and sound judgement when a customer is frustrated, uncertain or needs extra support.\n\nA practical approach to learning new products and systems, accepting feedback and helping colleagues.\n\nAn understanding of the importance of customer confidentiality, fair treatment and working within agreed procedures.\n\nExperience that would be especially useful\nUK motor insurance experience, particularly quotations, policy servicing and renewals.\n\nFamiliarity with Consumer Duty, complaint recognition and supporting customers in vulnerable circumstances.\n\nExperience with Zendesk or another customer support platform, telephony tools or digital insurance services.\n\nWhat you can expect from us\nYou 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.\nOur 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.","description_format":"text","description_chars":3685,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Financial Services","InsurTech"],"lifecycle":[{"event":"open","at":"2026-11-06T11:32:07Z"}],"visa":[],"liveness":{"score":80,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.804,"p_room":1,"age_days":8,"expected_fill_days":30,"reasons":["conf:0","win:early"],"computed_at":"2026-11-07T05:47:08Z"},"pay":null,"html_url":"https://alion.io/job/qover-customer-care-associate","json_url":"https://alion.io/job/qover-customer-care-associate.json","meta":{"generated_at":"2026-11-07T16:42:47Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23791,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-08T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":54453},"rest":"https://alion.io/mcp/rest/get_company?id=54453"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fqover-customer-care-associate"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fqover-customer-care-associate"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fqover-customer-care-associate"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/qover-customer-care-associate\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fqover-customer-care-associate"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3864528}},{"tool":"search_jobs","arguments":{"company":"qover.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3864528},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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