Senior Customer Operations Associate

We support customers and brokers with their motor fleet insurance policies, handling inbound queries and collaborating across teams to investigate and resolve issues.
Your previous expertise in customer operations, and/or B2B interactions, will be crucial in delivering great customer outcomes and helping to drive the company's growth.,

• You can build great relationships with our customers and brokers - especially those who we work with regularly


• You hear first-hand what matters to our brokers and customers so you have a crucial role to play in how we evolve as a business and you are actively encouraged to suggest and seize opportunities for us to improve


• A wide variety of queries, across phone, livechat and email, means there is never a dull day!, Handling inbound policy queries efficiently and effectively, ensuring swift and successful resolutions, including educating customers and brokers to self-serve where applicable


• Working cross-functionally (for example with Underwriting, Finance and Product teams) to resolve queries and issues


• Capturing customer feedback and raising process, automation and self-serve suggestions


• Delivering improvements to our processes and service delivery - this might be around process documentation or being part of a small project team to deliver change
  
  Passion and care for customer outcomes, with an ability to build great rapport and communicate, sometimes complex, messages in a way that customers fully understand


• A positive and proactive attitude to 'getting the job done' even when that involves further investigation


• Ability to work independently and collaboratively with cross-functional teams


• Strong organisational and time management skills to handle a broad and varied workload, while maintaining a high level of accuracy, pace and attention to detail


• Flexibility and adaptability to work in a dynamic and rapidly changing environment


• Willingness to put forward ideas and suggestions for improvement


• Commercial motor insurance or other insurance experience is desirable