Opportunities

Head of Customer Support

Department

Operations

Location

Birmingham, Haywards Heath or London

Employment Type

Full-time, Permanent

Budgeted Salary Range

£80,000 - £100,000

Ways of Working

Hybrid
Opened: 9 days ago
Closes: TBC

About Us

We love pets - which is why we’re on a mission to make the world a better place for pets and their parents.  We offer pet insurance policies with generous pet health benefits that are designed with their needs in mind. We’ve helped over half a million pets stay happy and healthy since 2017 - and many more customers throughout the world are joining us every day.  We’ve won numerous awards, have offices in the USA, UK, and Sweden - and we now employ over 400 people globally. 

Award-winning, innovative technology and exceptional customer service are at the heart of our offer: our “Complete” policy ranks top of the Which? cat and dog insurance Best Buy tables. (December 2021)  We've also been voted the Pet Insurance Provider Of The Year in the Moneyfacts Consumer Awards (2021) - and we’ve received over 21,000 5-star Feefo reviews in the past 12 months.

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 over $2bn. 

Our company is fast-moving, respectful, fun-loving and (most importantly) passionate about pets and their wellbeing.  We think big and we can only do that if we have a wonderful array of different people who are able to bring their whole selves to work every day.  Throughout our business you'll meet people who think differently, aim for impact and love to try new things.  Want to join our pack?  Join us. Love every moment. Love ManyPets.

The Opportunity

We're on a mission to make the world a better place for pets and their parents!  Our Operations team are the heart of our company, making sure our customers have a best-in-class experience when choosing us to take care of their pets.

Following the implementation of a global organisational restructure we are looking for an interim Head of Customer Support.  The focus of this role will be to maintain the performance and success of our front-line service, while reviewing the strategy and approach for our future business model.  Our UK Customer Service team is around 80 people right now - and we expect this to grow to over 100 later this year.

We're open to considering both permanent candidates and those wishing to come in on a fixed-term contract for up to 9 months.  This role will report directly to the UK CEO and will be classed as a Certified Individual, under the SMCR Financial Conduct Authority ("FCA") guidelines.

Your Focus

Strategy

  • Implement our strategy for Customer Support with the aim to deliver a differentiated, best-in-class customer service experience In the UK.
  • Creating, implementing and monitoring our Customer Support resource plan and budgets, to ensure the longer-term viability and success of the business.
  • Creating and managing the framework to achieve service delivery targets efficiently and cost-effectively.
  • Initiating and supporting the design, audit and improvement of operational business processes to meet service delivery, efficiency and quality requirements.
  • Building robust relationships with customers, colleagues, suppliers and third parties.
  • Partnering with other departments to help improve end-to-end operations and business processes and to introduce innovation. 
  • Contributing subject matter expertise and as required, leading on projects which enhance service delivery and develop innovative solutions. 

Compliance and Regulatory

  • Liaising with our internal Compliance team to identify the impact of legal and regulatory changes; planning and implementing any training required.
  • Identifying learning and development needs which ensure compliance with both the company and FCA requirements.
  • Ensuring appropriate provisions are in place that ensure the integrity of our data and compliance, in line with the FCA and data protection requirements.
  • Overseeing our complaints handling and internal audit, to provide clear protocols and guidance for their handling - and recommendations for improvement.

Team Development

  • Managing the UK Customer Support teams to deliver operational and financial targets - and meet our regulatory standards.
  • Providing leadership and guidance that encourages both personal commitment and a high-performing team culture.
  • Setting individual objectives for your team - carrying out regular performance reviews to manage implement personal development plans.
  • Coaching your Team Leaders personal development, with a focus on management capability.
  • Working with your leadership team to provide regular informative and motivational updates to the team which maintain business awareness, performance and morale.
  • Leading by example and role modelling our company values - inspiring others to do the same.
  • Motivating and developing your team to create opportunity for personal and professional development.
  • Proactively managing any areas of underperformance within the team (including absence management) and developing performance improvement plans as needed.
  • Partnering with both People and Finance to implement team resource plans, utilisation forecasts
  • Partnering with the People team to recruit, onboard and embed talent within your team.
  • Actively encouraging internal mobility conversations to further promote ongoing development of your people.

Data and Insight

  • Working with our colleagues in data to define, implement and maintain comprehensive reports and analysis for management information.
  • Using available data to understand and anticipate our customer needs, which will deliver quality service and efficient processes.
  • Providing regular (and accurate) reports for both ManyPets Leadership and Operations Leadership which monitor performance - allowing us to take corrective action, if needed.
  • Monitoring trends and identifying process improvements via complaints data. Ensuring agreed changes have been implemented and captured to facilitate continuous learning.
  • Proactively identifying and resolving any issues that may affect service delivery, to ensure opportunities for improvement and innovation are pursued.
  • Providing feedback and expertise to support the development of new products by the Product and Partnerships teams.

What Leads To Success

  • You're all about customers! You take pride in ensuring your team delivers exceptional customer service, coaching them to success,
  • You work In partnership with those around you. Your team know you as being both a coach and confidante: someone who genuinely cares about their success.
  • You're an inclusive leader: someone who actively listens and is sensitive to different environments, backgrounds and cultures.
  • You make a sound decision - trusting your own pragmatic judgment and being led by data.
  • You're able to handle difficult conversations and influence people to get a positive resolution.
  • Your colleagues say you have great judgment, you learn quickly, and you solve problems.
  • You're curious and actively seek out the latest trends and tools in your line of work - and persuade others to try them out too!

What's Important

  • You have previous experience as an Operations leader, looking after a Customer Support function in the UK.
  • You know how to plan, budget and resource your department - while managing a wide variety of stakeholders across the business.
  • You have extensive experience of managing a remote-first team - and are confident leading others and building rapport, despite not having met face-to-face.
  • You'll being demonstrable experience within innovation and technology, bringing together both operational efficiencies and customer experience improvements.
  • You'll have worked within Insurance or Financial Services before - you’ll be able to hold Approved Person status with the Financial Conduct Authority ("FCA")
  • You'll understand the FCA requirements for treating customers fairly and supporting vulnerable customers.
  • Ideally, you'll already have experience working for another similar start-up or scale-up environment - things move quickly here, and It'll set you up for success If you've done this before.
  • Any experience within pet wellbeing or pet Insurance would be a distinct advantage.

Inclusion at ManyPets

We believe diversity, belonging and inclusion are more than just words or things we should be 'seen' to be doing.  Having diversity at the core of our business makes us stronger - and the responsibility for creating an inclusive workplace rests with all of us.  We believe Black Lives Matter and we want you to join a company that makes unbiased choices and is committed to being anti-racist.  If you'd like to read more about this, please download our Approach to Inclusion pack. 

We promise to give you the same opportunities as everyone else and we won’t discriminate against you at any point in the process. This includes how we source talent, our interview process, our conditions of employment (including pay) and feedback.

Hybrid-Working

Everything changed overnight when the pandemic happened. Suddenly everything was different: whether we were in a home office, spare room, or makeshift desk: we were working on our own and dealing with Zoom calls, bad Wi-Fi, and a very different working day.  We now work from home and our company office, so we've created our Making Work, Work guide, which explains it all.

We offer a fantastic range of company benefits to suit everyone in a remote-first world, with a focus on supporting our physical and mental wellbeing. Coupled with a generous holiday allowance and regular care packs, we’re always looking for new ways to look out for our people.

Our Values

Our company values drive everything we do - and they are:

Show You Care | Do The Right Thing | Think Big | Work Together | Be Tenacious

Connect With Us!

LinkedIn | Instagram: UK  USA  Sweden| Facebook: UK  USA  Sweden | Twitter: UK USA | TikTok | Glassdoor | Indeed | FeeFo | Trustpilot | Crunchbase

Reasonable Adjustments and Support

If you need any help, support or advice at any point during the hiring process please email our Inclusion Council in complete confidence.  Our Inclusion Council is a cross-functional group of people from our global business - and they are not the hiring managers for this role.  We're here to make sure everyone has a fair and equitable experience when they're considering joining us.  If you want to talk or ask any questions, we are here to listen (and we'll do what we can to flex our approach to a process that suits you.)

Smell good?

A dog smelling something good

Apply for the Head of Customer Support opportunity.

  • Department: Operations
  • Location: Birmingham, Haywards Heath or London
  • Employment Type: Full-time, Permanent
  • Budgeted Salary Range: £80,000 - £100,000
  • Ways of Working: Hybrid
Apply