Customer Success Officer

Customer Support / Customer Success / Insurtech / Client Support / Customer Services / Client Services / Data / Analysis / Insurance / B2B / Inclusion / Diversity

Every now and again a great opportunity appears that offers everything that is great about a modern Insurtech and all round Inclusive growth business!

Our client is seeking a Customer Success / Customer Support superstar to join their business during this exciting time in their growth journey. They will double in size by Q1 2024 and will continue to ride this growth trajectory through the years to come. This in turn creates a unique opportunity for this hire to take control and develop their career in line with the business opportunity and their own interests!

As an inclusive employer, they understand the value that diverse workforces bring from an ideas and innovation perspective and as such focus on hiring outstanding talent that will deliver on the day to day workloads but also bring behaviours that will support and drive their future success.

Being an early stage growth Insurtech this position will report into the Director of Sales and work closely with the commercial and operations executive leadership.

In this role you’ll facilitate a positive journey for all customers (new and existing) through the efficient and timely handling of pre- and post-sales queries, user access and customer onboarding to embed a world class customer experience and service workflow that attracts and retains customers.

Longer term opportunities could provide movement into sales, Data/Insight/Analysis or to further develop the customer success/excellence function.

The work stuff:

• Request Handling - Pre & post-sales queries, handling customer service enquiries in a timely professional way
• Resolve multi-channel customer transaction queries submitted via HubSpot, providing answers immediately where possible and escalating to the Sales and Operations teams when required, to ensure delivery of responsive service to customers.
• Utilize business and product knowledge to identify opportunities to refer to Sales teams
• Support and encourage customers to utilize digital platforms, by demonstrating the functionality of online tools and explaining the benefits.
• Deliver, high quality, consistent interactions adhering to agreed SLAs and KPIs.
• Identify areas of improvement and put them forward to the team and participate in team initiatives as needed
• Support in collecting required documents/information from customers by proactively reaching out to customers, following a reminder process and support customers on ad-hoc questions
• Customer onboarding support
• Post sales follow up to ensure satisfaction
• Make outbound renewal calls to ensure retention of business.
• Administration and Reporting

The background/experience stuff:

• Previous experience of working within a fast moving/delivery focused customer/client service or client success role
• Previous experience of working within a high-volume service delivery environment (desirable).
• Previous Insurance/Insurtech/Health Insurance experience (again desirable)
• Previous experience of managing data within a leading CRM system such as Hubspot (preferred) or saleforce etc
• Inclusive, engaging personality and willing to go above and beyond for client success
• A professional approach that can quickly build credibility with new/existing clients/customers.
• An inquisitive mindset that can provide solutions and go the extra mile to understand the needs of customers.
• Ability to work under pressure and ability to meet deadlines/high sense of urgency
• Ability to navigate a computerised data entry system e.g. HubSpot (desirable) and familiarity with office productivity tools e.g. MS Office
• Ability to handle objections and complaints
• High degree of accuracy, attention to detail and self-motivation
• Ability to identify and implement ways of improving efficiency
• A naturally engaging personality with the ability to forge valued and trusted relationships with both internal colleagues, leadership and external clients/customer

The interesting stuff!  

Apart from working for an amazing inclusive and supportive organisation, you also get the following:

• Competitive gross annual salary of up to £30,000 per annum
• Opportunity to earn a discretionary annual bonus
• Outstanding career growth and development opportunities
• Flexible working approach starting with a more remote structure moving to a hybrid working environment.
• Generous health insurance
• Company pension
• 25 days holiday plus all additional bank holidays as paid time off.
• Supportive working environment that can flex and support all employees with time-off and leave policies for life events; maternity, paternity, adoption, bereavement, illness, family, medical needs etc