Opportunities

Customer Support Quality Insight Executive

Department

Customer Support

Location

England, United Kingdom

Employment Type

Full-time, Permanent

Budgeted Salary Range

£22,000 - £25,000

Ways of Working

Hybrid

Sub Department

Customer Support
Opened: 13 days ago
Closes: TBC

The Opportunity

 

This role plays an important part in helping achieve our aim to provide ‘best in class’ customer service. By reviewing service quality across our contact channels and driving measurable process improvements, you’ll ensure our departments have the feedback they need to meet and exceed our quality standards in service, customer experience and compliance.

Your Focus:

  • Conduct agreed quality checks of service levels across all contact channels to ensure they are compliant and meet defined quality standards.
  • Wherever quality standards are not met, identify corrective actions required and follow through to ensure they are implemented within the team/s.
  • Identify training needs as a result of qualitative feedback and highlight these key areas to the Customer Support and Claims management teams.
  • Provide quality review data to, and work with, the Customer Support Trainer, in order to support training design and help colleagues achieve required quality standards.
  • Work independently to produce reports to evidence quality levels for the team and for individuals.
  • Attend calibration and quality levelling sessions to ensure a consistent approach is being fulfilled within the various teams.
  • Work collaboratively with colleagues and provide regular constructive feedback to all team members to drive and support improvement.
  • Utilise systems and communicate with colleagues to promote awareness of customer issues and needs.
  • Assist in the input and development towards new organisational procedures where relevant, and then follow and monitor the implementation process through from start to finish.
  • Implement and monitor the effectiveness of corrective actions and/or continuous improvement initiatives, to help maintain momentum and standards of improvement.
  • Create, organise and maintain quality assessment records to support management decision-making.
  • Support occasional ad hoc internal projects and initiatives to drive delivery improvements, as agreed with the Transformation Team Leader.

 

What Leads to Success

 

  • Compliance: all interactions fall within compliance and regulation guidelines.
  • Service: a consistent, high standard of service is delivered across departments.
  • Satisfaction: improvements in positive customer satisfaction results.
  • Productivity: high levels of productivity maintained and tasks completed within target.
  • Knowledge: high and broad knowledge of insurance, compliance, service and internal processes is applied and shared.

 

What's Important

 

  • In-depth knowledge of operating systems, both internal and third party
  • Strong understanding and knowledge of the value and impact of our services
  • FCA and regulatory / compliance requirements relevant to customer service, including Treating Customers Fairly and GDPR
  • Understanding of process / workflow improvement an advantage
  • Confident and professional telephone skills and manner.
  • Proven excellent communication in English, both written and verbal.
  • Good active listening skills: questioning, summarising and reflecting with empathy.
  • Good analytical and data evaluation skills
  • High accuracy, quality and attention to detail in listening, and maintaining documentation.
  • Works with guidance (but not constant supervision) to plan, organise, prioritise and oversee activities to efficiently meet business objectives.
  • Ability to multi-task, prioritise, adapt to change and manage time effectively
  • Demonstrable experience in a successful career in a customer service role.
  • A track record for consistently producing a high quality and standard of work.

 

Our Culture

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. 

Working Environment

Our physical offices are modern, bright and open - with plenty of treats and great facilities.  We provide practical support coupled with best-In-breed kit for homeworking.  Since the pandemic, we have been working remotely and as such we'll need you to have a reliable internet connection with a minimum download speed of 50 Mbps and at least 10 Mbps upload speed.  If you have any questions or concerns about this, please get in touch with us.

About Us

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.

 

About Us

Bought By Many and ManyPets are 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 Culture

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. 

Working Environment

Our physical offices are modern, bright and open - with plenty of treats and great facilities.  We provide practical support coupled with best-In-breed kit for homeworking.  Since the pandemic, we have been working remotely and as such we'll need you to have a reliable internet connection with a minimum download speed of 50 Mbps and at least 10 Mbps upload speed.  If you have any questions or concerns about this, please get in touch with us.

 

Smell good?

A dog smelling something good

Apply for the Customer Support Quality Insight Executive opportunity.

  • Department: Customer Support
  • Location: England, United Kingdom
  • Employment Type: Full-time, Permanent
  • Budgeted Salary Range: £22,000 - £25,000
  • Ways of Working: Hybrid
  • Sub Department: Customer Support