Opportunities

Customer Support Manager

Department

Customer Support

Location

United Kingdom

Employment Type

Full-time, Permanent

Budgeted Salary Range

£40,000 - £45,000

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.

About 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 Bought By Many to take care of their pets. 

As our Customer Support Manager, you'll lead a team of Customer Support Agents and Team Leaders. You'll mentor, support, and develop our UK team - while striving to continually improve our processes, customer journey and financial controls.  You'll also be our point-person and someone who we can rely on for expertise in refining and improving our Customer Support processes.  We'll look to you to help build and deliver improvement projects that deliver on our Customer Support performance targets.

This role is categorised as an Insurance Distribution Activity ("IDA") role by the Financial Conduct Authority - and falls under the FCA’s SM&CR and Conduct Rules.  Please take a moment to research what this means before you apply.

Your Focus

  • Set a compelling vision and direction for the team to achieve its targets and build in line with our strategy and Values.
  • Work with the Head of Customer Support, CSMs and Workforce Analysts to determine overall resourcing requirements, both in-house and outsourced ensuring efficient and cost-effective planning and scheduling.
  • Use MI and qualitative observations to monitor performance, take proactive corrective action and exploit opportunities for improvement.
  • Manage Team Leaders to ensure adequate support and supervision is always available to the team.
  • Delegate effectively to enable development and decision-making.
  • Oversee setting of performance and personal development goals, providing focus and opportunity for all team members whilst enabling cross-skilling.
  • Manage implementation and monitoring of the CS training and competence scheme to ensure compliance with regulatory standards and management practice.
  • Maintain good team communications through updates and in a bi-weekly newsletter, ensuring all team members are aware of team and product performance.
  • Oversee and monitor impact of onboarding and training plans to ensure quick integration into the business and achieve good learning and performance outcomes.
  • Liaise effectively and collaboratively with colleagues across the company to support specific harmonisation, IT and other projects and help ensure benefits are realised.

 

What Leads to Success

Here are some of the individual skills we know will enable you to succeed in this position. If you don’t tick every box - don't worry.  We can support you in both your personal and professional development:

 

  • You take the initiative without too much support. You're accountable for delivery in an environment that is ever changing - and where you set your own outcomes.
  • You think like a customer, with high levels of emotional intelligence and empathy.
  • You're customer-centric and can view what you do through customer’s eyes - while remaining commercially astute.
  • You immerse yourself in new challenges, learning from others and helping others learn new skills along the way.
  • You champion inclusion and belonging and make sure that every voice in your team is heard and listened to.
  • You can balance the need for compliance and regulation with the personality and emotional depth needed for superb customer care.

 

What We’re Looking For

  • You’ll already be an experienced manager or team leader in multi-channel contact centre.
  • You’re fluent in system knowledge of contact centre technology and BI tools.
  • You’ll have demonstrable track record in improving team and business performance.
  • You'll be a compelling presenter with clear written and verbal communication. You'll know how to present and summarise information to diverse audiences to take them with you on the journey.
  • You bring experience of professional development and performance management: coaching others and delegating well, with a focus on constructive feedback.
  • You’re skilled in resource management and prioritisation, both short and medium term – and you’re used to hiring at scale.
  • You’ve likely worked within insurance or financial services or an FCA regulated business.
  • You’ll have good understanding of SM&CR regime and ‘Treating Customers Fairly’ principles.

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 Customer Support Manager opportunity.

  • Department: Customer Support
  • Location: United Kingdom
  • Employment Type: Full-time, Permanent
  • Budgeted Salary Range: £40,000 - £45,000
  • Ways of Working: Hybrid
Apply