Customer Operations Associate
London
Operations /
Full time /
Hybrid
A BIT ABOUT FLOCK
At Flock we do insurance very differently.
Our real-time, data-driven approach means we’re able to price connected vehicle insurance and assess risk better than ever before, whilst giving fleet owners the insights they need to improve safety. We don’t just pay claims; we help our customers prevent them. We now insure hundreds of fleets in the UK, including the likes of JLR and Amazon, as well as fleets that work for DPD, Uber and Bolt.
Last year we completed our Series B funding of $38m, led by Octopus Ventures. Our goal is to become the leading insurance company for connected and autonomous vehicles, and we're building a world-class team to help us get there.
THE ROLE
We support customers and brokers with their motor fleet insurance policies, handling inbound queries and collaborating across teams to investigate and resolve issues. Your passion for customer service and development in a Motor Underwriting environment will be crucial in delivering great customer outcomes and helping to drive the company’s growth.
WHAT WE THINK IS MOST EXCITING ABOUT THE ROLE
- 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!
A LITTLE MORE ON WHAT YOU’LL BE DOING
- 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 contributing to the continuous improvement of our service delivery by raising process, automation and self-serve suggestions
WHAT YOU’ll BRING TO FLOCK
- ESSENTIAL
- Customer and/or broker facing experience
- 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
- PREFERABLE
- Commercial motor insurance experience
WHAT WE OFFER (in addition to a competitive salary)
• Participation in Flock’s Share Option Scheme 🧬
• 25 days of holiday (+ Bank Holidays) 🏖
• Workplace Pension 💰
• Private Medical Insurance 🏩 (including Optical 👓, Dental 🦷 & Mental Health 💆♀️)
• Various Salary Sacrifice Schemes - Workplace Nursery, Holiday Purchase, Tech, Gym, Cycle to Work, Electric Vehicle, Private Medical Insurance for families 💵
• Enhanced Parental Leave and Pay 🐣
• £1000 toward relevant professional qualifications 🎓
• £500 per annum towards learning and development 🌱
• 3 days paid leave for L&D purposes 🌻
At Flock, we typically follow a hybrid working model involving a minimum of 2 days per week spent in the office, which is based in Central London, a few minutes walk from Moorgate and Liverpool Street.
ONE LAST THING..
Authenticity is important to us. We value the unique qualities and experiences you bring. So if you apply, just be your genuine self. It's who we want!
