Opportunities

Customer Support Executive

Department

Operations

Location

Haywards Heath, England, United Kingdom

Employment Type

Full-time, Permanent

Budgeted Salary Range

£20,200 - £21,000

Ways of Working

Hybrid

Sub Department

Customer Support
Opened: 11 days ago
Closes: TBC

The Opportunity

 

In this role you will work as part of a collaborative team to provide policy administration, arrange mid-term adjustments, and answer any customer support queries. You will also support the team to ensure sales, service and compliance standards and targets are achieved.

Your Focus

 

  1. Manage a broad range of customer queries and requests through various channels providing a professional and helpful service and effective customer communication.
  2. With a high-level of accuracy and focus, manually create and review policy documentation and deliver associated administration on new policies, Mid Term Adjustments, renewals, and cancellations.
  3. Using your underwriting ability, review complex and unique requests and referrals from clients to provide informed and correct product information.
  4. Identify payment issues and proactively action and amend messages on the system, ensuring the team meets its SLAs.
  5. Using active listening, understand and support individual customers so that their needs are understood, and service standards are maintained.
  6. Interpret and advise customers on policy cover within a wide range of policies, so that correct advice and information is provided.
  7. Support colleagues on a day-to-day basis team to resolve queries, build knowledge and confidence, and achieve quality and compliance standards.
  8. 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.
  9. Help customers define their needs and answer queries appropriately during the quote journey, take opportunities to sell through service.

 

What Leads to Success

 

Here are a few of the skills we are looking for in this position. Don’t worry if you don’t tick every box as it’s important for us to support you in your role and help you to develop along the way.

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

What's Important

 

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

 

 

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 Executive opportunity.

  • Department: Operations
  • Location: Haywards Heath, England, United Kingdom
  • Employment Type: Full-time, Permanent
  • Budgeted Salary Range: £20,200 - £21,000
  • Ways of Working: Hybrid
  • Sub Department: Customer Support