Customer Success Executive

About the role 

We have an exciting new opportunity for a skilled and enthusiastic Customer Success Executive. This is an integral role, sitting as part of our Customer Operations team. The ideal candidate will be responsible for providing exceptional customer service experiences to our clients. This role involves handling enquiries, resolving customer complaints, ensuring customer satisfaction and completing business critical checks.  

What you'll get up to:

• Respond promptly and professionally to customer inquiries via phone, email, or chat.

• Provide accurate information about our products or services to customers.

• Keep records of customer interactions, transactions, comments, and complaints.

• Identify and escalate priority issues to the appropriate channels for resolution.

• Collaborate with other team members to ensure excellent customer service delivery.

• Stay updated on product knowledge, company policies, and procedures.

• Assist with training new customer service representatives as needed.

• Actively participate in meetings and training sessions to improve skills and performance.

• Provide customer feedback and improvement insights.

• Work with Operations and the wider team to ensure quality, efficiency, and consistency.

• Manage special projects as assigned. 

About you:

• Previous experience in customer service or a related field preferred.

• Excellent communication skills, both verbal and written.

• Strong problem-solving and conflict resolution abilities.

• Ability to multitask and prioritise tasks in a fast-paced environment.

• Adept in technology (various systems will be used).

• Positive attitude and a passion for providing exceptional customer service.

• Ability to work well independently as well as in a team.

In return, we offer you: 

• A competitive salary and the ability to grow your career at the UK’s leading Insurtech 🚀
• An amazing team and founders, supportive board and investors 🤗
• 25 days holiday - so there’s plenty of time for work, rest and play 🏖
• Hybrid way of working for the perfect work / life balance 🏡
• Vitality private health and dental insurance 🏥
• Great pension (up to 10% on top of your salary) 💰
• Full access to  Spill , our mental health platform 🗣
• Cycle to work scheme 🚲
• Latest Apple tech gear & everything you need to be set up for success 🍏
• Fun, modern and informal office environment with regular team social events 👯‍♀️
• Central London location 🏙