Senior Customer Operations Associate

At Flock we do insurance very differently.
Our real-time, data-driven approach means we’re able to price connected vehicle insurance on a per-second basis, 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 thousands of vehicles with connected insurance including fleets from Jaguar Land Rover, elmo and Virtuo.
We've recently 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 previous expertise in customer operations, and/or B2B interactions, will be crucial in delivering great customer outcomes and helping to drive the company’s growth. What we think is most exciting about this role:You can build great relationships with our customers and brokers - especially those who we work with regularlyYou 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 improveA wide variety of queries, across phone, livechat and email, means there is never a dull day!A little more on what you'll be doingHandling inbound policy queries efficiently and effectively, ensuring swift and successful resolutions, including educating customers and brokers to self-serve where applicableWorking cross-functionally (for example with Underwriting, Finance and Product teams) to resolve queries and issuesCapturing customer feedback and raising process, automation and self-serve suggestionsDelivering improvements to our processes and service delivery - this might be around process documentation or being part of a small project team to deliver changeWhat you'll bring to FlockCustomer and/or broker facing experiencePassion and care for customer outcomes, with an ability to build great rapport and communicate, sometimes complex, messages in a way that customers fully understandA positive and proactive attitude to ‘getting the job done’ even when that involves further investigationAbility to work independently and collaboratively with cross-functional teamsStrong organisational and time management skills to handle a broad and varied workload, while maintaining a high level of accuracy, pace and attention to detailFlexibility and adaptability to work in a dynamic and rapidly changing environmentWillingness to put forward ideas and suggestions for improvementCommercial motor insurance or other insurance experience is desirable WHAT WE OFFER (in addition to a competitive salary)
• 25 days of holiday (+ Bank Holidays)
• 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 via Sunlight
• 3 days paid leave for L&D purposes
At Flock, we offer two types of flexible work options which may vary depending on the needs of each role:
- Hybrid: a minimum of two days a week in the London office
- Remote: typically 3 days a month in the London office
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!
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