Opportunities

Customer Support Executive (VetBox)

Department

Operations

Location

Bristol, England, United Kingdom

Employment Type

Full-time, Permanent

Budgeted Salary Range

£27,000 - £30,000

Ways of Working

Hybrid
Opened: 2 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 500 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 Us

We're VetBox and the clue is in the name. We make it as simple as possible to protect cats and dogs from fleas, worms and ticks.  It doesn't need to be complicated or expensive get the essential cover that all pets need, and our team of vets allows VetBox to offer a uniquely tailored experience for those with specific needs.  For more Information on who we are and what we do, please visit vetbox.com

The Opportunity

We're expanding our small but perfectly formed team and looking to hire a new Customer Support Executive, to be based out of our Bristol office.

In this role you’ll deal with customer payment queries, reconciliations, and system administration. You’ll also be responsible for identifying areas of concern around payments and driving measurable improvements through process and system upgrades and be a valuable part of our warehouse operations team.  Reporting to the Warehouse Manager, you'll work side-by-side to ensure the smooth running of our new and existing orders, inventory management and quality control.  It's a highly collaborative role as our Customer Support Coordinators work closely with our customer service team, manufacturers, suppliers and logistics – as well as all the other team members across the Many Group portfolio.

In this role you'll play an integral part in the company aims to provide “best in class” customer service, specifically focusing on the payment side of the customer experience.

Your Focus

  • Manage our inbound general customer enquires via 'phone and email. 
  • Help finance reconcile customer payments for our pet insurance products to ensure that payments/refunds are reported correctly.
  • Check orders for discrepancies, identify and implement appropriate corrective action and escalate significant concerns and irregularities.
  • Identify payment issues and proactively take action to resolve them before the customer raises the concern.
  • Arrange and dispatch replacement orders where needed.
  • Deal with complaints and feedback.
  • Reviewing aged debt reports and process outstanding payments on flagged policies to ensure timely completion, error logging and resolution.
  • Provide detailed and ongoing feedback within your team regarding key operational efficiencies that could impact and improve service and capacity.
  • Provide insight and guidance to ensure continuous process improvement and development of our policy administration systems.
  • Implement company, legal and regulatory (VMD) policies and procedures to ensure compliance with requirements.

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’re highly customer-focused and motivated to deliver excellent service.
  • You’ll have high accuracy, quality, and attention to detail skills in documentation and record-keeping.
  • You’ll possess excellent written and verbal communication in English, including composing customer communications / emails.
  • You’ll exercise good judgment in solving problems and will be prepared to make decisions.
  • You’ll be able to work and learn quickly in a fast paced and dynamic environment.
  • You’ll be able to keep customer data/ personal data confidential.

What We’re Looking For

  • You’ve worked in a busy customer service role providing a diverse range of telephone, email and online support.
  • You’re experienced user of administration systems and databases and Microsoft Excel.
  • You’ve experience in a range of office administration tasks, ideally insurance related.
  • You’ve excellent knowledge of payment cycles and case management.
  • Ideally you'll have strong understanding of Financial Overview, Direct Debit & Refund processing.

 

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 Executive (VetBox) opportunity.

  • Department: Operations
  • Location: Bristol, England, United Kingdom
  • Employment Type: Full-time, Permanent
  • Budgeted Salary Range: £27,000 - £30,000
  • Ways of Working: Hybrid
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