Customer Service Manager

3 weeks ago

Hatfield, Hertfordshire, United Kingdom Vetsure Pet Insurance Full time
Job Title: 1st Line Customer Support Manager

Job Summary:

We are seeking a highly skilled and experienced 1st Line Customer Support Manager to join our team at Vetsure Pet Insurance. As a key member of our customer service team, you will be responsible for providing exceptional support to our customers, handling inbound sales and customer service calls, and ensuring that all customer queries are resolved efficiently and effectively.

Key Responsibilities:

  • Handling inbound sales and customer service calls, providing accurate and timely information to customers, and resolving their queries in a professional and courteous manner.
  • Setting up new policies and updating existing customer records, ensuring that all information is accurate and up-to-date.
  • Increasing consumer awareness and completing any necessary administrative tasks, such as data entry and record-keeping.
  • Outbound calls – converting warm leads to live policies, ensuring that all customers are aware of the benefits and features of our pet insurance products.
  • Complete the administration of Pet Health Plans (PHP), ensuring that all customers are aware of their policy details and any changes to their policy.
  • Ensure that where required, all postal customer communication for policies, claims, and PHPs are sent within set timeframes and the information included is correct.
  • Completion of relevant administration duties associated with the fulfilment of the role, such as data entry, record-keeping, and reporting.
  • First-line complaints handling in line with the company's complaints procedure, ensuring that all customer complaints are resolved efficiently and effectively.
  • Maintaining and building relationships with Veterinary practices and staff, with the objective of driving leads and reinforcing the partnership.
  • Assisting veterinary groups with day-to-day issues, providing support and guidance as needed.
  • Be aware of all regulatory responsibilities regarding FCA and TCF principles and guidelines and adhere to them.
  • To adhere to GDPR – General Data Protection Regulations (2018), ensuring that all customer data is handled in accordance with the regulations.
  • Ensure you keep up to date and adhere to the industry regulations and company procedures where required.
  • Be aware of potential risks within the business that may affect your immediate area of responsibility.

Requirements:

  • Previous Contact Centre experience in sales or customer service; preferably in insurance and/or the pet industry.
  • Excellent verbal, listening, and written communication skills, as well as relationship and rapport building skills to be able to deliver a high level of service and results.
  • Able to demonstrate flexibility to potentially evolve with the role as the company continues to grow.
  • 'Can do' approach to getting the tasks at hand completed.
  • Strong interpersonal skills.
  • Understanding of FCA and TCF regulations.
  • Self-motivated and able to work independently and be adaptable to work in harmony within a team.
  • Good communication skills in a variety of media including email, written, and verbally.
  • Solid understanding of computer software packages including: MS Excel, Word, and PowerPoint.

Key Relationships:

  • Customer Service Manager/Team Leader – Support the Claims and Customer Service teams by assisting with administration of Claims, PHP, and Insurance.
  • Veterinary Groups – Point of contact for Veterinary Groups as required in connection with all the services Vetsure provide.

How to Apply:

Please submit your application, including your CV and a cover letter, to [insert contact information]. We look forward to hearing from you.

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