Customer Support Executive

Haywards Heath | Birmingham | full-time

Posted: 02/07/2021
|
Closing on: 31/08/2021

Job summary

Works as part of a collaborative team to provide policy administration, arrange mid-term adjustments and answer any customer support queries, and to ensure sales, service and compliance standards and targets are achieved.

Your key responsibilities

  1. Manage a broad range of customer queries and requests through various channels providing a professional and helpful service and effective customer communication.
  2. Advise and support individual customers so that their needs are understood and service standards are maintained.
  3. Help customers define their needs and answer queries appropriately during the quote journey, in order to sell through service.
  4. Support colleagues on a day to day basis team to resolve queries, build knowledge and confidence, and achieve quality and compliance standards.
  5. Work collaboratively with colleagues across the company to promote awareness of customer issues and needs.
  6. Handle complaints constructively and in line with company and FCA guidelines, referring to the Team Leader when a solution cannot be found, so that issues are resolved and learning is implemented in the team.
  7. Interpret and advise customers on policy cover within a wide range of policies, so that correct advice and information is provided.
  8. Create and review policy documentation and deliver associated administration on new policies, Mid Term Adjustments, renewals and cancellations to achieve high levels of accuracy and quality.
  9. Implement company, legal and regulatory (FCA) policies and procedures to ensure compliance with requirements.
  10. Participate in, and contribute to, ongoing training and development in order to extend and share knowledge and skills.

How you’re measured

  • Compliance: All customer interactions fall within compliance and regulatory guidelines.
  • Service: Quality Audit scores meet the required standard.
  • Satisfaction: Positive customer satisfaction results and feedback.
  • Productivity: Maintain a high level of productivity across all channels of work.
  • Sales: Defining needs accurately, answering well, and offering the close.

What you bring

Knowledge

  • Strong understanding of the value and impact of customer service.
  • Knowledge of personal data confidentiality requirements.
  • Insurance / financial services / regulated industry knowledge is an advantage.

Skills and personal attributes

  • A genuine keen interest in people.
  • Personal commitment to giving great customer service.
  • Confident and professional telephone skills and manner.
  • Excellent communication in English, both written and verbal.
  • Good listening skills: questioning, summarising and reflecting with empathy.
  • Assertive and can influence positively to handle difficult conversations and gain acceptance.
  • High accuracy, quality and attention to detail in documentation and record-keeping.
  • Able to keep customer data/ personal data confidential.
  • A quick learner who is not afraid to ask for help.
  • Takes initiative and owns a problem until it is resolved.
  • Exercises good judgment in solving problems and is prepared to make decisions.
  • Remains focused on tasks and is not easily distracted.
  • Remains calm and unflustered under pressure.
  • Able to work and learn quickly in a fast paced and dynamic environment.

Experience and qualifications

  • Has worked in a customer service role providing a diverse range of telephone, email and online support for a minimum of 1 year.
  • Able to demonstrate success in delivering 5-star customer service.
  • Insurance / financial services / regulated industry experience is an advantage.

Download the job description

Bought By Many is making the world a better place for pet parents. Award-winning innovative technology and exceptional customer service are at the heart of our offer: we now rank 30th on the Tech Track 100 (2020) and we won the Insurance Choice Awards (2020) for both Best Pet Insurance Provider and Innovation of the Year. We’re proud to be driving unprecedented change in insurance and have doubled our revenues annually for the last 4 years with more ambitious growth still to come.

Our latest Series D funding round was $350m which values us at $2bn. All this was made possible by the hard work from our incredible colleagues around the world; and we’re excited to embark on the next stage in our journey. Our company is fast-paced, respectful, fun-loving and (most importantly) passionate about pets and their well-being.

We think big and we can only do that if we have a wonderful array of different people with different lived experiences and backgrounds, bringing their whole self to work every day. Throughout the business, you will meet people who think differently, aim for impact, and love to try new things.

What it’s like to work here?

Our company is fast-paced, respectful, fun-loving and (most importantly) passionate about pets and their well-being. We think big and we can only do that if we have a wonderful array of different people with different lived experiences and backgrounds, bringing their whole self to work every day. Throughout the business, you will meet people who think differently, aim for impact, and love to try new things. 

Our physical offices are bright and open with plenty of treats and extras and we provide practical support and best-in-breed kit for homeworking.  We are a connected and sociable business and like to spend time together in regular fun activities, both online and in person (when we can!).

We work together as one team and we share the same values:

  • Show you care
  • Do the right thing
  • Work in partnership
  • Dare to think big
  • Be tenacious and be fast

Award-winning innovative technology and exceptional customer service are at the heart of our offer: we now rank 30th on the Tech Track 100 (2020) and we won the Insurance Choice Awards (2020) for both Best Pet Insurance Provider and Innovation of the Year.

Our latest Series D funding round was $350m which values us at $2bn.  All this was made possible by the hard work from our incredible colleagues around the world; and we’re excited to embark on the next stage in our journey. We’re proud to be driving unprecedented change in insurance and have doubled our revenues annually for the last 4 years with more ambitious growth still to come. 

Salary

£20,200pa plus 7.5% shift allowance (£1,515pa)


Benefits

  • 25 days' holiday
  • Private health scheme
  • Contributory pension
  • Life assurance (3 x annual salary)
  • Employee Assistance Programme
  • Cycle scheme
  • Season ticket loan
  • Nationwide gym discount scheme
  • Health support service
  • Other lifestyle benefits
  • Superb modern office environment (with treats and extras)
  • Great practical support for homeworking
  • We're a fun and sociable business - both online and in person (when we can !)

Hours of work

Our standard working week is 37.5 hours. This is worked on a shift rota system of earlies, days and lates, plus 1-2 Saturdays a month. Monday to Friday shifts are 09:00-17:30, 09:30-18:00 and 10:30-19:00. Saturday shifts are 09-17:30 and for any Saturdays worked you will have a day off during the week instead.


Line manager

Customer Support Team Leader


Locations

Oakfield House, 35 Perrymount Road, Haywards Heath, West Sussex, RH16 3BW

Alpha Tower, Suffolk Street Queensway, Birmingham B1 1TT

Apply for Role

Submit your details and CV here to apply.

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If you were referred to this opportunity by someone who works here, please let us know their name.
To create an insurance policy that actually makes insurance better for everyone, companies need to look beyond just making things clearer and fairer.
Guy Farley, CTO & Co-founder