Opportunities

Customer Support Executive (CS and Claims)

Department

Customer Support

Location

United Kingdom

Employment Type

Full-time, Permanent

Budgeted Salary Range

£22,750 - £26,500

Ways of Working

Remote-First
Opened: 7 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 half a million pets stay happy and healthy since 2017 - and many more customers throughout the world are joining us every day.  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.

 

A day in the life

As a Customer Support Executive at ManyPets, your responsibilities include resolving telephone and email-based customer queries promptly, in line with agreed target expectations. You'll collaborate with colleagues, managers, and other teams as needed to ensure timely customer resolutions for our customers.  In this role, you’ll be covering both Claims and Customer Support queries.

You'll deliver excellent customer service within SLAs and providing support for inbound and outbound calls.  You will review customers’ policy and claim details, request supporting documents from our customers, supporting customers to answer their queries, and check if all information is ready to pass the loss for validation by one of our Claims Handlers.  You may also manage inbound vet enquiries in this role too.

Additionally, you'll meticulously record customer interactions on our systems capturing all the details required and follow up on associated tasks until they’re resolved. Liaising with our internal teams, you'll gather information to address complaints effectively while adhering to regulatory customer handling requirements. 

Your responsibilities

  • Customer service champion: You'll be responsible for addressing customer queries and completing admin tasks efficiently.
  • Positive approach: Approach customer interactions with a positive attitude and provide quality responses via ‘phone and email.
  • Team collaboration: Work closely with other teams to ensure timely resolution of queries and serve as a point of contact for internal colleagues.
  • Organisation skills: Keep things running smoothly with accurate admin and data entry.
  • Communication skills: Communicate effectively with customers and internal teams, ensuring best outcomes for both.

Your skills and experience

  • You’re a customer service, claims, or operations executive, bringing experience of multi-channel contact centre.
  • You’re comfortable inbound managing customer calls and enquiries.
  • Clear written and verbal communication skills are crucial for conveying information clearly and concisely to our customers.
  • Ideally you will have worked within insurance or financial services or an FCA regulated business.
  • You are fluent in contact centre technology and you can use a range of platforms and apps to your advantage.

The interview process

This position has a two-step interview process, which will be held via Zoom.

  • Stage 1 – an informal meeting with our Talent team. We’ll explain more about the role and how your experience matches up with what we need.
  • Stage 2 – you’ll meet two of our managers in the Ops team. This will be a longer interview up to an hour and we’ll ask you to take part in a role play exercise and we’ll ask you some competency questions.
  • Stage 3 – when we’re hiring bigger intakes at the same time, we may need to hold a final meeting with your new manager or another senior colleague before extending an offer.

Ways of working

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.

Inclusion at ManyPets

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.  If you'd like to read more about this, please download our Approach to Inclusion pack. 

Reasonable adjustments and support

If you need any help, support, or advice at any point during the hiring process please email Inclusion@ManyPets.com.  If you want to ask any questions or request an adjustment, please let us know and we'll do what we can to flex our approach.

Connect with us!

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Smell good?

A dog smelling something good

Apply for the Customer Support Executive (CS and Claims) opportunity.

  • Department: Customer Support
  • Location: United Kingdom
  • Employment Type: Full-time, Permanent
  • Budgeted Salary Range: £22,750 - £26,500
  • Ways of Working: Remote-First
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