Customer Support Executive

3 days ago

Birmingham, United Kingdom ManyPets Full time

**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 over 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, have offices in the USA, UK, and Sweden - and we now employ over 500 people globally.

Award-winning, innovative technology and exceptional customer service are at the heart of our offer: our "Complete" policy ranks top of the Which? cat and dog insurance Best Buy tables. (December 2021) We've also been voted the Pet Insurance Provider Of The Year in the Moneyfacts Consumer Awards (2021) - and we've received over 21,000 5-star Feefo reviews in the past 12 months.

We're proud to be driving unprecedented change in insurance and have doubled our revenues annually for the last 4 years with more ambitious growth still to come. Our latest Series D funding round was $350m which values us at over $2bn.

Our company is fast-moving, respectful, fun-loving and (most importantly) passionate about pets and their wellbeing. We think big and we can only do that if we have a wonderful array of different people who are able to bring their whole selves to work every day. 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 will require financial background checks before you can start.

**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'll have strong active listening skills: questioning, summarising and reflecting with empathy.
- You're able to handle difficult conversations and influence people to get a positive resolution.
- 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 paced and changeable environment.
- You have great attention to detail - spotting gaps and anomalies is second nature to you.
- You bring superb communication and relationship skills - you'll be the sort of person who builds rapport quickly.
- Your colleagues say you have great judgment, you learn quickly, and you solve problems.

**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).
- From your experience, you'll know how to have high

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