Customer Support Executive (CS and Claims)

A day in the life

As a Customer Support Executive at ManyPets, your responsibilities include resolving telephone and email-based customer queries promptly, in line with agreed target expectations. You'll collaborate with colleagues, managers, and other teams as needed to ensure timely customer resolutions for our customers.  In this role, you’ll be covering both Claims and Customer Support queries.

You'll deliver excellent customer service within SLAs and providing support for inbound and outbound calls.  You will review customers’ policy and claim details, request supporting documents from our customers, supporting customers to answer their queries, and check if all information is ready to pass the loss for validation by one of our Claims Handlers.  You may also manage inbound vet enquiries in this role too.

Additionally, you'll meticulously record customer interactions on our systems capturing all the details required and follow up on associated tasks until they’re resolved. Liaising with our internal teams, you'll gather information to address complaints effectively while adhering to regulatory customer handling requirements. 

Please note: this role will require criminal and financial checks before any start date is agreed. 

Your responsibilities

• Customer service champion: You'll be responsible for addressing customer queries over the phone and completing admin tasks efficiently.
• Positive approach: Approach customer interactions with a positive attitude and provide quality responses via ‘phone and email.
• Team collaboration: Work closely with other teams to ensure timely resolution of queries and serve as a point of contact for internal colleagues.
• Organisation skills: Keep things running smoothly with accurate admin and data entry.
• Communication skills: Communicate effectively with customers and internal teams, ensuring best outcomes for both.

Your skills and experience

• You’re a customer service, claims, or operations executive from a call center environment, bringing experience of multi-channel contact centre.
• You’re comfortable inbound managing customer calls and enquiries.
• Clear written and verbal communication skills are crucial for conveying information clearly and concisely to our customers.
• Ideally you will have worked within insurance or financial services or an FCA regulated business.
• You are fluent in contact centre technology and you can use a range of platforms and apps to your advantage.

The interview process

This position has a two-step interview process, which will be held via Zoom.

• Stage 1 – an informal meeting with our Talent team. We’ll explain more about the role and how your experience matches up with what we need.
• Stage 2 – you’ll meet two of our managers in the Ops team. This will be a longer interview up to an hour and we’ll ask you to take part in a role play exercise and we’ll ask you some competency questions.
• Stage 3 – when we’re hiring bigger intakes at the same time, we may need to hold a final meeting with your new manager or another senior colleague before extending an offer.