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Customer Experience Manager

3 months ago

London, Greater London, United Kingdom I-CAPITALISE LIMITED Full time
"Company DescriptionI-Capitalise Ltd is a specialist insurance broker, with unique products for pets. Our core brand is which entered the UK pet insurance market in 2021. K9 Cover addressed the gap in the market for dogs with pre-existing medical conditions and is now using the knowledge gained to create exciting new opportunities. The team here are friendly and approachable with decades of experience in insurance. This is a great opportunity to grow with us and enjoy that unique balance between managing your own workload and learning new disciplines. Role DescriptionThis is a full-time remote role for a Customer Experience Manager. We are a small business, looking for that special individual who boasts a combination of veterinary qualifications and/or experience with top level communication skills, who can be a real asset as we grow our client-base. The ideal candidate will have worked at a veterinary practice and had exposure to the insurance claims process but is not expected to hold any insurance qualifications.

The Customer Experience Manager will represent the face of the business and have regular communication with policyholders, vet practices, specialists, claims handlers, and others, covering a variety of business processes.

They will bring energy and enthusiasm and be responsible for managing and enhancing the overall customer experience.

They will develop and implement strategies to improve customer satisfaction, identify areas for improvement, and collaborate with management to drive positive customer outcomes.

This role requires strong communication and problem-solving skills, as well as the ability to analyse customer data and identify trends.

From a human perspective we'd like someone with a friendly approach to clients who is happy to work hard but wants to feel good about what they've achieved and create a legacy of their own.

The opportunity might particularly appeal to experienced veterinary staff looking to use their knowledge to migrate from a practice to a home-based role.

Qualifications/RequirementsPrior experience in a customer-facing roleExcellent communication and interpersonal skillsStrong problem-solving and analytical abilitiesAbility to work independently and in a teamProficiency in customer relationship management (CRM) softwareExperience with data analysis and reportingStrong attention to detail and organizational skillsAbility to handle multiple priorities and meet deadlinesAny recognised UK veterinary nursing qualification "