Customer Service Team Leader to ManyPets Sweden

ManyPets is the Swedish branch of the British company Bought by Many, which started in London in 2012 with a very simple idea - to make the world a better place for pet parents. Bought By Many is a high-growth and multi-award-winning fintech business. We’re proud to be driving unprecedented change in insurance and have doubled our revenues annually for the last 4 years with more ambitious growth still to come. Our latest Series D funding round was $350m which values us at $2bn. All this was made possible by the hard work from our incredible colleagues around the world - and we’re excited to embark on the next stage in our journey. Award-winning innovative technology and exceptional customer service are at the heart of our offer: we now rank 30th on the Tech Track 100 (2020) and we won the Insurance Choice Awards (2020) for both Best Pet Insurance Provider and Innovation of the Year. Following the fantastic success of our new cat and dog insurance products in Sweden 2019, we are strengthening our local team. This is a great opportunity to be a key part of our expansion in Sweden and help us achieve our vision to make the world a better place for pet parents. We are based at Blekholmsterrassen 36, in the central area of Stockholm but offer a hybrid working from home/working from the office model. At ManyPets you’ll meet people who think differently, aim for impact, and love to try new things. Red dot


Job summary

Following the fantastic success of our new cat and dog insurance products in Sweden, we’re expanding our customer service team. This is a great opportunity to be a key part of our expansion and help us achieve our ambitious growth plans. This is an extremely interesting and varied role where you will manage and nurture the Swedish Customer Services team, partner with our claims team to provide ‘best in class’ quality control for our customers and work cross functionally with other teams to make our new venture a true success!

We want our customers to love what we do, talk about us, and keep coming back for more. Therefore, as our Customer Support Team Leader, you are a passionate people person, with the skills, dedication and attitude to succeed in a dynamic ambitious company, providing market leading service standards. You understand that “Leaders are educators” and as such to be successful in your role is to enable the team to be the best they can be, inspiring and bringing our core values to life amongst your team daily.


Your key responsibilities

• Supervise, coach, and support the team members to deliver operational targets and provide “best in class” customer service.
• Prioritise availability to support team members on a day-to-day basis to resolve queries, build knowledge and confidence, and achieve quality and compliance standards.
• Maintain good team communications through daily, weekly updates and participating in a bi-weekly newsletter to ensure all team members are aware of team and product performance.
• In conjunction with the team members, set individual objectives and personal development plans to manage and drive performance.
• Develop new employees by organising and overseeing high quality on-boarding and training plans to enable quick integration into the business and achieve good learning and performance outcomes.
• Drive on-going quality improvements by completing quality audits of interactions with our members and policy holders. Ensure “Feedback Loop” is completed (at least monthly), provid-ing constructive guidance to team members and/or recognise high standards of service are achieved.
• Provide guidance and decision-making on non-standard or specialist customer requirements so that acceptable risks are assumed, and delivery expectations are appropriately managed.
• Liaise effectively and collaboratively with colleagues across the company to support specific harmonisation, IT and other projects and help ensure benefits are realised.


What you bring

Here are a few of the skills we are looking for in this position. Don’t worry if you don’t tick every box as it’s important for us to support you in your role and help you to develop along the way.
• Strong understanding of the value and impact of services provided.
• Experience in delivering extraordinary customer service experience.
• Team leadership: motivates, guides and coaches’ others towards goals.
• Highly focused on customers and our ongoing relationship with them.
• Results-oriented and self-motivated.
• Work environmental responsibility as a leader.
• Performance data analysis and reporting for MI purposes.
• Understanding of insurance products and how they work.
• Knowledge of Swedish FSA requirements and confidentiality requirements in relation to cus-tomer personal data.

What’s Important
• Experience from successfully lead a customer service team. If you have experience within in-surance, we find it positive.
• Fluent in written and spoken Swedish and English.
• High accuracy, quality and attention to detail in documentations and notes.
• High integrity and can keep customer and employee information confidential.
• Ability to work and learn in quickly in a fast-paced and dynamic environment.
• Microsoft competency: Intermediate Word, Excel and PowerPoint; Advanced Outlook.


Our culture:

Our Sweden team Is based in Stockholm. We put a lot of effort into making sure you have a good working environment wherever you are. Our physical offices are modern, bright and open - with plenty of treats and great facilities.

We operate flexibly with a hybrid model of remote and office working, and all roles require the ability to work from home effectively. We provide practical support coupled with amazing kit for homeworking. The balance of home and office working varies according to the role and we will need you to have a reliable internet connection with a minimum download speed of 50 Mbps and at least 10 Mbps upload speed.


Application:

Want to know more about this role? Don’t hesitate to contact Lisa Robberts at lisa.robberts@qsearch.se or at +46 76 777 03 65.