Customer Success Operations Executive

𝗦𝘂𝗺𝗺𝗮𝗿𝘆 𝗼𝗳 𝗥𝗼𝗹𝗲

As a Customer Success Operations Executive, you are the trusted voice of our business, creating positive experiences that build lasting relationships with our customers. You support pet owners throughout their insurance journey by providing clear, accurate and easy-to-understand information, enabling them to make informed decisions with confidence. As a fully multi-skilled colleague, you take ownership of customer enquiries from first contact through to resolution wherever possible, delivering a seamless experience across every stage of the customer journey. Working within our non-advisory insurance model, you provide factual information about our products and services without making personal recommendations, always acting in accordance with FCA regulations, Consumer Duty and our commitment to delivering good customer outcomes.

𝗥𝗼𝗹𝗲 & 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀

• Enhance the customer experience by establishing and building customer rapport (using personal conversations). This applies to both phone and digital channels.

• Make it easy for our customers to deal with and interact with us.

• Anticipate the needs of our customers, utilising your product knowledge to meet and exceed customer expectations.

• Implement company call flows and best practice to maximise customer experience and commercial performance.

• Achieve all operational and productivity-related targets in line with business objectives.

• Have a relentless focus on improving our customers’ experience and the perception of our brands.

• Develop, nurture, and maintain customer relationships throughout the customer journey.

• Own your own development, always striving for the best version of you.

• Motivated by feedback, continuously developing self, actively seeking feedback from colleagues and your leader to improve performance.

• Support company policies and the best practice in compliance and industry regulation, with emphasis on protecting sensitive customer information.

• Follow all appropriate FCA regulations when selling insurance products.

• A strong focus on Consumer Duty and the ability to identify and meet the needs of customers in vulnerable circumstances.

• Complete 15 hours of Professional Development every year.

• Assist customers who have questions and concerns around their pets’ medical conditions and when those medical conditions change.

• Ensuring that cancellation or changes to policies are handled with sensitivity and empathy.

𝗘𝘀𝘀𝗲𝗻𝘁𝗶𝗮𝗹 𝗦𝗸𝗶𝗹𝗹𝘀

• Should have prior experience in handling customers through both chat and voice support.

• Good communication skills, able to explain simply and clearly whilst building rapport with customers.

• Curiosity and independent thought; never making assumptions and always striving to understand.

• Accuracy and attention to detail.

• Flexible in thought to be able to accept change and be effective in role.

• Team working, building relationships across the organisation and externally.

• Ability to self-manage deliverables.

• Self-aware and honest, to proactively develop skills and behaviours.

• Sales & Customer Services experience, with evidence of working within a targeted environment.

• IT proficiency, especially Word, Excel, and Outlook.

• Patience, taking time to understand our customers’ needs is of the upmost importance.

𝗠𝗲𝗮𝘀𝘂𝗿𝗲𝘀 𝗼𝗳 𝗦𝘂𝗰𝗰𝗲𝘀𝘀

Success in the role is demonstrated by consistently:

• Delivering good customer outcomes.

• Providing accurate, clear and compliant information.

• Resolving customer enquiries efficiently and effectively.

• Achieving high levels of customer satisfaction.

• Maintaining quality and compliance standards.

• Taking ownership from enquiry through to resolution.

• Supporting colleagues and contributing to team success.

• Identifying opportunities to improve the customer experience.

𝗝𝗼𝗯 𝗗𝗲𝘁𝗮𝗶𝗹𝘀

• Working Hours: UK working hours

• Salary: Salary will be paid in GBP

𝗪𝗲 𝗽𝗿𝗲𝗳𝗲𝗿 𝗰𝗮𝗻𝗱𝗶𝗱𝗮𝘁𝗲𝘀 𝘄𝗶𝘁𝗵 𝗮 𝗻𝗼𝘁𝗶𝗰𝗲 𝗽𝗲𝗿𝗶𝗼𝗱 𝗼𝗳 𝗼𝗻𝗲 𝗺𝗼𝗻𝘁𝗵 𝗼𝗿 𝗹𝗲𝘀𝘀, 𝗮𝘀 𝘁𝗵𝗶𝘀 𝗮𝗹𝗶𝗴𝗻𝘀 𝗯𝗲𝘁𝘁𝗲𝗿 𝘄𝗶𝘁𝗵 𝗼𝘂𝗿 𝗰𝘂𝗿𝗿𝗲𝗻𝘁 𝗵𝗶𝗿𝗶𝗻𝗴 𝗿𝗲𝗾𝘂𝗶𝗿𝗲𝗺𝗲𝗻𝘁𝘀.