Customer Support Executive Hybrid

“Previously Startups of London has featured ManyPets in our article The Complete List of Unicorn Startups in the UK 2022.

You can also click on the company name above or go to their company page from here and learn more about their culture, business and management.

As for the role; ManyPets is looking for a Customer Support Executive, to join their company. Learn more about the role, requirements as well as benefits in the below description. Click on the Apply Now button to complete job application.”

– Startup of London Team

The Role

We’re on a mission to make the world a better place for pets and their parents!  Our Operations team is 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 query that comes our way!  You’ll also support the team with our service and compliance standards – making sure we achieve our targets and 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.”
• Use 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 are 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) and 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 are 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 09:00 am -19:00 pm, with 2 days off in the week).
• You’ll have experience from a similar Customer Support or Operations role, where you are confident in providing a diverse range of telephone, email, and online support.
• From your experience, you’ll know how to have high accuracy, quality, and attention to detail in documentation and record-keeping.
• Ideally, you’ll have some experience within insurance, financial services, or another regulated industry like ours.
• You have clear communication skills and are fluent in English – both written and verbal.

 Inclusion at ManyPets

We believe diversity, belonging, and inclusion is more than just words or things we should be ‘seen’ to be doing.  Having diversity at the core of our business makes us stronger – and the responsibility for creating an inclusive workplace rests with all of us.  We believe in Black Lives Matter and we want you to join a company that makes unbiased choices and is committed to being anti-racist.  If you’d like to read more about this, please download our Approach to Inclusion pack. 

We promise to give you the same opportunities as everyone else and we won’t discriminate against you at any point in the process. This includes how we source talent, our interview process, our conditions of employment (including pay), and feedback.

Hybrid-Working

Everything changed overnight when the pandemic happened. Suddenly everything was different: whether we were in a home office, spare room, or makeshift desk: we were working on our own and dealing with Zoom calls, bad Wi-Fi, and a very different working day.  We now work from home and our company office, so we’ve created our Making Work, Work guide, which explains it all.

We offer a fantastic range of company benefits to suit everyone in a remote-first world, with a focus on supporting our physical and mental well-being. Coupled with a generous holiday allowance and regular care packs, we’re always looking for new ways to look out for our people.

Our Values

Our company values drive everything we do – and they are:

Show You Care | Do The Right Thing | Think Big | Work Together | Be Tenacious