Customer Support Executive

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' wellbeing.  In this role you'll work as part of a collaborative team helping manage inbound customer support requests.  You'll provide general administrative support, help with policy administration, arrange mid-term adjustments, renewals - and every and any type of customer support queries that come our way!  You'll also support the team with our service and compliance standards - making sure we achieve our targets, and we stick to our service level agreements. 

Please note- this role falls under the Financial Conduct Authority's SM&CR framework and will require financial pre-employment checks. 

Your Focus

• Managing a broad range of customer queries and requests across our various channels: providing a professional and helpful service and effective customer communication.
• Helping customers define their needs and answering queries appropriately during the quote journey, using the opportunity to "sell through service."
• Using your active listening skills to understand and support customers so that their needs are understood - and service standards are maintained.
• Reviewing complex (and often unique!) requests and referrals from customers and providing clear, informed and correct product information.
• Interpreting and advising customers on policy cover within a wide range of options, so that correct advice and information is provided.
• Creating and reviewing policy documentation with a high level of accuracy. Delivering any administration on new policies, mid-term adjustments, renewals, and cancellations.
• Handling complaints constructively (and in line with company and FCA guidelines) escalating these to the Team Leader when a solution cannot be found. You'll ensure all issues are resolved and any learning opportunities are shared across the team.
• Identifying payment issues and proactively actioning and amending messages in our systems; ensuring the team meets its SLAs.
• Supporting your colleagues on a day-to-day basis to resolve queries, build knowledge and confidence, and achieve quality and compliance standards.

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:

• You're customer-centric, and you take pride in giving great customer service.
• You think like a customer, with high levels of emotional intelligence and empathy.
• You'll be able to multi-task prioritise and organise time effectively. You know that it'll set you up for success when working in a fast moving and sometimes changeable environment.
• Quality is second nature to you, and you take pride in attention to detail.
• You're able to handle difficult conversations and influence people to get a positive resolution.
• You bring superb communication and relationship skills - you'll be the sort of person who builds rapport quickly.

What's Important

• You'll be able to work in shifts (Monday to Saturday between the hours of 09:00am -19:00 pm, with 2 days off in the week).
• You'll have experience from a similar Customer Support or Operations role, where you are confident in providing a diverse range of telephone, email and online support.
• From your experience, you'll know how to have high accuracy, quality, and attention to detail in documentation and record-keeping.
• Ideally, you'll have some experience within insurance, financial services or another regulated industry like ours.
• You have clear communication skills and fluent in English - both written and verbal.