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About the Opportunity

We're expanding our small but perfectly formed Customer Support team at VetBox and we're looking for a new Customer Support Executive. In this role you'll play an integral part in the company's aim to provide "best in class" customer service, specifically focusing on the payment side of the customer experience.

Reporting to the Customer Support Lead, you'll work side-by-side to ensure the smooth running of our new and existing orders, inventory management and quality control. It's a highly collaborative role as our Customer Support Executives work closely with our customer service team, manufacturers, suppliers, and logistics – as well as all the other team members across the Many Group portfolio.

This role is offered on a part-time, permanent or full-time, fixed-term basis.

Your Focus

• Manage our inbound general customer enquires via telephone and email.
• Help finance reconcile customer payments for our pet insurance products to ensure that payments and refunds are reported correctly.
• Check orders for discrepancies, identify and implement appropriate corrective action and escalate significant concerns and irregularities.
• Identify payment issues and proactively take action to resolve them before the customer raises the concern.
• Arrange and dispatch replacement orders where needed.
• Manage and action complaints and feedback.
• Reviewing aged debt reports and process outstanding payments on flagged policies to ensure timely completion, error logging and resolution.
• Provide detailed and ongoing feedback within your team regarding key operational efficiencies that could impact and improve service and capacity.
• Provide insight and guidance to ensure continuous process improvement and development of our policy administration systems.
• Implement company, legal and regulatory (Veterinary Medicines Directorate or "VMD") policies and procedures to ensure compliance with requirements.

What Leads to Success

Here are some of the individual skills we know will enable you to succeed in this position. If you don't tick every box - don't worry. We can support you in both your personal and professional development:

• You're customer-centric and you take pride in giving great customer service.
• You think like a customer, with high levels of emotional intelligence and empathy.
• You'll be able to multi-task prioritise and organise time effectively. You know that it'll set you up for success when working in a fast moving and sometimes changeable environment.
• Quality is second nature to you, and you take pride in attention to detail.
• You're able to handle difficult conversations and influence people to get a positive resolution.
• You bring superb communication and relationship skills - you'll be the sort of person who builds rapport quickly.

What We're Looking For

• You'll have some experience from a similar Customer Support or Operations role, where you are confident in providing a diverse range of telephone, email, and online support.
• You bring previous experience in dealing with Direct Debit and refund processing.
• You're experienced user of administration systems, databases, and Microsoft Excel.
• Ideally, you've worked with a range of office administration tasks in a distribution setting.
• From your experience, you'll know how to have high accuracy, quality, and attention to detail in documentation and record-keeping.
• You have clear communication skills and fluent in English - both written and verbal.