Customer Support Executive


Customer Support


United Kingdom

Employment Type

Full-time, Permanent

Budgeted Salary Range

£22,000 - £23,500

Ways of Working

Opened: a month 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 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 for our product, technology, customer service, and for being a great place to work.  Our “Complete” policy ranks top of the Which? dog insurance Best Buy tables (2022) we’ve been voted the Pet Insurance Provider Of The Year in the Moneyfacts Consumer Awards (2022).  Our relentless focus on customer experience has been rewarded with ‘Best Claims Service’ at the Moneyfacts Consumer awards, ‘Highest Claims Satisfaction’ ribbon from Fairer Finance and the ‘Gold Ribbon’ for customer experience. (2023). 

Our company is respectful, fun-loving and (most importantly) passionate about pets and their wellbeing.  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' 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.


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.  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.


We work from home and our company offices in the UK, 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. 

On a typical day you’ll be working from a laptop with a screen, mouse, keyboard, and headset.  You’ll be meeting your colleagues on Zoom and keeping in touch regularly via email and Slack too – we’d expect you to be using your computer for around seven hours a day.  We’d ask that you have a distraction-free work area and a reliable internet connection with a speed of 25Mbps so you can work effectively.  We’ll make sure you have the right home set-up that supports you in the role by providing best-in-class technology, money towards a desk, and vision support.   We’re open to discussing any adjustments you may need too – we’ll be in touch before you join to discuss what you need to be at your best.

Reasonable Adjustments and Support

If you need any help, support or advice at any point during the hiring process please email our Inclusion team in complete confidence.  Our Inclusion team are not the hiring managers for this role and they'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.)

Connect With Us!

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Apply for the Customer Support Executive opportunity.

  • Department: Customer Support
  • Location: United Kingdom
  • Employment Type: Full-time, Permanent
  • Budgeted Salary Range: £22,000 - £23,500
  • Ways of Working: Hybrid