flock - Customer Success Associate
Requirements
• A background in customer service, customer success or account management. The sector does not matter to us; the quality of your service does • Rapport that comes naturally. Our customers should genuinely like dealing with you • Hunger to learn and real coachability. We will teach you the insurance and the telematics • Clear written and spoken communication, with a knack for making complex things easy to understand, and the confidence to present to clients • A proactive attitude to getting the job done, even when the answer takes some digging • Organisation across a busy and varied workload, with the accuracy and attention to detail to match the pace • Evidence you already use AI tools to work better, or a genuine appetite to build that habit fast • Desirable, not required: time working with fleets, or exposure to motor insurance
Responsibilities
• Owning a portfolio of fleet customers end to end, from onboarding through to renewal, with clear accountability for keeping them • Handling inbound policy queries from customers and brokers by phone and email, resolving them quickly and helping people self-serve where that suits them better • Running quarterly reviews with fleet managers and brokers, then tracking the actions that come out of them, and supporting broker onboarding with the Distribution team • Delivering safety and claims interventions when our telematics data flags a risk, working with the Claims and Underwriting teams on triggers and follow-up • Working across Underwriting, Finance and Product to investigate and resolve the trickier issues, including policy referrals and connectivity troubleshooting with our telematics partners • Capturing customer feedback and raising process, automation and self-serve suggestions so our service keeps improving • Using Flock's AI tools every day to prepare customer insight packs, draft follow-ups and keep your book organised
Benefits
• 25 days of holiday (+ Bank Holidays) 🏖 • Share Incentive Plan 📈 • Workplace Pension 💰 • Private Medical Insurance 🏥 (including Dental 🦷 Optical 👓 & Mental Health 💆♀️ support options) • Various Salary Sacrifice Schemes - 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 🌻 • We work hybrid, typically three days a week in our Central London office (fewer office days can be accommodated for longer commute times), a few minutes from Moorgate and Liverpool Street. Visits to client sites, conferences and broker offices count towards office days. • Making the world quantifiably safer takes more than good data. It takes a team where different perspectives are heard, and that's a priority here. We insure fleets and drivers from every background, and we know a team built the same way makes sharper decisions and a better product for our customers. So we hire on merit, full stop, and we actively encourage applications from everyone. If you don't tick every box, apply anyway. Just come as your genuine self: the qualities and experiences only you bring are exactly what we want.
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