Client Operations Manager
Who are we?
Flock is a fully digital insurance company for commercial motor fleets, on a mission to make the world quantifiably safer.
With Flock, safer fleets pay less. Hundreds of companies trust us to protect their vehicles and drivers with connected insurance that enables and incentivises safer driving.
We're proud to be supported by some of the world's leading VCs, including Chamath/Social Capital and Anthemis. Our aim is to become the go-to insurer for connected and autonomous vehicles.
We are now investing heavily in what we know to be the key to our future success - our people.
Purpose of the Role:
This is a newly created role that places the customer at its heart. We want every customer’s onboarding to be seamless, whilst continuously improving our processes to support the customer experience for the lifetime of their policy.
As the Client Operations Manager you will be:
- Overseeing large accounts operations (including in-sales process and onboarding), leading cross-functionally on internal coordination and troubleshooting
- Responsible for designing and iteratively improving the customer onboarding process, including connecting fleets, introduction to the customer portal and key features, etc
- Using data and feedback to understand customers’ and internal mid-policy operational issues and trends, prioritising and problem-solving to optimise processes and reporting back to the business
- Owning operational infrastructure including telephony system, process documentation and training guides
- Acting as a conduit between customer-facing teams and centralised functions (product, tech and operations) to prioritise process, infrastructure and platform enhancements
- Responsible for customer documentation management and version control
NO AGENCIES PLEASE
Requirements
What our ideal candidate will have:
- Experience in a customer management role, ideally heavily involved in onboarding customers
- Will have worked cross-functionally within an organisation
- Used to working with a variety of different stakeholders, internal and external
- Ability in identifying operational issues and implementing effective solutions
- Experience in setting and managing operational performance frameworks
- Used and analysed data to inform priorities, decision making and success measures
The wow factor (not required but the stuff we love to see!)
- Experience in a fast-paced, scaling-up environment
- It will be a distinct advantage if you have worked in Insurance / InsurTech but we are also open to candidates with experience gained within FinTech
- Multilingual in German and other European languages
- Knowledge of the motor fleet insurance market
- Operational infrastructure experience (such as telephony systems for example)
Benefits
- Competitive Salary
- Benefits:
- Participation in the company Stock Option scheme
- £500 Learning & Development budget per annum
- 3 days paid leave for learning and development purposes
- £1000 toward relevant professional qualification
- Pension
- New Macbook Pro computer
- 25 days of holidays + bank holidays
- Enhanced Parental Leave
- Cycle to Work Scheme
- Regular company socials
- 10 Devonshire Square, London
- Hybrid working - to be discussed during the interview
- 30 min discovery call with our Talent Manager
- 1 hour with the Hiring Manager to discuss your skills, experience and for you to find out more about the role and future development
- 1-hour live assessment/presentation - this will be with the hiring manager and two other team members
- The final stage will be a 1-hour meeting with our CEO to find out more about our culture, mission and growth
Location:
Our Interview process:
DBS Checks:
As a firm that is authorised and regulated by the Financial Conduct Authority (FCA) we are required to do background checks on all our new hires. Should you have any questions about this please do feel free to ask us during your interviews
We're Flock, a London-based startup on a mission to to make the world a smarter, safer place. Flock is a VC and Government backed Insurtech operating at the cutting edge of the data analytics and insurance space. We've found that insurance doesn't have to be boring. It can be smart when powered by real-time data and cutting edge technology. It can be personalised to each individual. And it can add real value to the lives of our customers by helping them make safer and smarter decisions. Our technology is transforming both the rapidly growing drone industry and the insurance industry as a whole. Since launching Europe’s first ‘pay-as-you-fly’ drone insurance in partnership with Allianz in 2018, we’ve grown at a rapid pace. We’re now insuring some of the world’s largest drone fleets - and we’re not stopping there. We're now working with insurers globally to launch a range of industry-leading products to transform how risk is quantified, understood and priced. About the teamWe're an inclusive and collaborative team from both academia and industry, based in the heart of Central London. We get things done at lightning speed, set ambitious objectives, and work hard to meet them. We have been featured in TechCrunch, Financial Times, The Guardian and The Economist. We’re hiring talented problem-solvers to help us build the insurance company of the future. Join us!Our valuesTransparency Be open and honest Understand and manage the impact of what we say and how we say it Share information frequently and constructively Ownership Do what it takes to get the job done Follow through and deliver results Hold ourselves and each other accountable Growth Listen to and learn from each-other and our customers Be curious! Ask questions and seek to understand Embrace mistakes and encourage feedback Belonging Accept, respect, and celebrate our differences Welcome unique perspectives Care for each-other Intention Act with purpose Keep the big picture in mind Bias for action, focus on outcomes Creativity Ignore convention and break the status quo Be scrappy; do more with less Experiment with big, bold ideas Benefits at Flock💰Remuneration Competitive salary Options: we want you to own the work that you do. And this means owning the company you work in. All employees receive options as part of their compensation package Pension: we offer a full auto-enrollment workplace pension for all employees who want it. Nothing fancy here. Just a pension 😌Work-life balance Large amounts of autonomy and empowerment in your work Holidays: we offer 33 days of holiday per annum, including bank holidays Flexible working location/working from home: We trust you to establish an effective working pattern that allows you to excel in your role and makes you a great Flock team member! Centrally located office next to the culinary delights of Leather Lane food market, in a dedicated, brand-new office spread across two floors. Dedicated bike storage, shower facilities and rooftop terrace. 👩🎓👨🎓Learning & Development Generous books, courses and conference budgets for all employees Hackathons: we run a quarterly hackathon which lasts 24 hours. Everyone’s invited to join in Weekly knowledge-sharing brown bag sessions: learn from your colleagues (or teach us something new!) Extensive opportunities for personal mentoring from our dedicated advisory boards and investor community ❣️Perks A brand spanking new Macbook (and accessories) An abundance of socials: fancy lunches, weekly quizzes, Friday drinks & snacks, video-games nights, Museum Lates and more! Quarterly offsite adventures: every quarter the entire team do something crazy together. Like fly a plane to the coast! Commuting help: we’re part of the cycle-to-work scheme Sports and social clubs Unlimited coffee, tea and fresh fruit every day Our live jobs are listed below. If you have any questions, do feel free to get in touch with the team directly: www.flockcover.com hello@flockcover.com
- Founded
- Founded 2015
- Employees
- 11-50 employees
- Industry
- Insurance
- Total raised
- $21M raised