Customer Operations Associate
2 weeks ago
A BIT ABOUT FLOCK
At Flock we do insurance very differently.
Our real-time, data-driven approach means we’re able to price connected vehicle insurance on a per-second basis, whilst giving fleet owners the insights they need to improve safety. We don’t just pay claims; we help our customers prevent them. We now insure thousands of vehicles with connected insurance including fleets from Jaguar Land Rover, elmo and Virtuo.
We've recently completed our Series B funding of $38m, led by Octopus Ventures. Our goal is to become the leading insurance company for connected and autonomous vehicles, and we're building a world-class team to help us get there.
The Role
This new role at Flock focuses on supporting customers with their motor fleet insurance policies. You will handle inbound queries, ensure successful customer outcomes, and collaborate across teams to investigate and resolve issues.
Your previous expertise in motor fleet, or motor insurance, is crucial for delivering efficient customer service, contributing to customer satisfaction, and driving the company’s growth and customer retention.
What we think is most exciting about this role:- This is a newly-formed team, so a great opportunity for this person to help shape the function and its importance at Flock.
- You will be part of a team going through a period of deep understanding of the work volume and type and pain points (for us and the customer).
- You'll then be part of a team quickly identifying opportunities for improvement and then executing those changes.
- You will build relationships with customers and brokers as they interact with Customer Operations
- Handling inbound customer and broker policy queries efficiently and effectively, via phone, livechat and email - including but not limited to mid-term policy changes, documentation, cancellations, billing enquiries, telematics-related queries and claims
- Helping customers and brokers to self-serve where they are able to action their query themselves
- Handling non-customer queries such as police verifications of on cover vehicles
- Performing key operational activities for our largest clients, such as vehicle changes
- Working cross-functionally (for example with Underwriting, Finance and Product teams) to resolve queries and issues. This also includes being proactive about flagging important information to teams such as Broker Distribution and Customer Success if they need to be aware of something
- Investigating mid-life connectivity issues, such as sudden drops in connectivity. This may include proactively alerting the customer and/or identifying if they require more devices
- Enabling trend analysis and root cause identification of key issues through accurate logging and progression of tickets, identifying and capturing customer feedback through your interactions
- Contributing to the continuous improvement of our service delivery to customers by raising process, automation and self-serve suggestions
- Previous expertise in financial services, insurance, motor or motor fleet,(nice to have)
- Passion and care for customer outcomes, with an appreciation that that doesn’t always mean saying ‘yes’
- Willingness to ‘get the job done’ even when that means further investigation and/or follow up is required to fully resolve the query
- Ability to build rapport with customers regardless of communication channel
- Ability to deliver important messages, that may be quite technical, in a way that customers fully understand
- Ability to work under pressure and meet tight deadlines, while maintaining a high level of accuracy and attention to detail (and a positive attitude)
- Comfortable dealing with a broad and varied workload
- Flexibility and adaptability to work in a dynamic and rapidly changing environment
- Willingness to put forward ideas and suggestions for improvement
- Ability to work independently and collaboratively with cross-functional teams
- Strong organisational and time management skills
- Participation in Flock’s Share Option Scheme #J-18808-Ljbffr
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