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Location: On-site at VHQ, CrawleyHours: Full Time, 37.5 hours per week - 3 days on 3 days off (day shifts: 7am - 7pm / mid shifts: 11am-11pm / 3 nights: 7pm-7am)Contract Type: Secondment / Fixed Term Contract (12 months)Salary: CompetitiveClosing Date: 5th November 2025At Virgin Atlantic Airways, we believe that everyone can take on the world, and it's our vision to become the most loved travel company. As we embark on this next exciting stage of our journey, we’re harnessing our spirit of entrepreneurship and innovation to challenge the status quo.<h2>In a nutshell</h2> Reporting to the Customer Care OCC Duty Manager, the Customer Care OCC Specialist will play a vital role in keeping our flying programme running smoothly and our customers informed, especially when things don’t go to plan. You’ll be the voice of the customer during disruption, ensuring clear, timely communication with stakeholders to protect the experience and reduce EC261 claims.As a true customer champion, you’ll uphold our IROP (Irregular Operations) principles and ensure we meet consumer rights and regulatory standards. You’ll craft customer communications that reflect the Virgin Atlantic tone - empathetic, engaging, and unmistakably us - while keeping our Customer Centre and Airport teams updated with the latest information to support real-time service recovery.You’ll also work closely with the Duty Manager on day-to-day operations and step in to deputise when needed, helping us deliver the kind of care our customers expect and deserve.<h2>Day to day</h2>As a Customer Care OCC Specialist, you will:<ul><li>Uphold and promote the IROP Customer Principles through the drafting and delivery of factual and effective communications on the Virgin Atlantic website and other contact channels.</li><li>Co-ordinate with the wider Customer Care teams to identify opportunities where the customer experience can be enhanced.</li><li>Be the 24/7 designated employee responsible for consumer rights and welfare in accordance with EC261 and US 14CFR ensuring we operate, deliver, and justify our actions within the various legal frameworks during flight disruptions.</li><li>Monitoring the flying programme with an Operations Management System whilst having an awareness of DoT ruling for U.S Tarmac Delays, EC261 and various legal frameworks</li><li>Inform and escalate any online activity that may jeopardise Virgin Atlantic business, reputation, or brand to the Press office</li><li>Play a pivotal role in our company response to an Elevated, Amber or Red activation status.</li></ul><h2>About You</h2> Based within the Operations Control Centre (OCC), this is a fantastic opportunity for someone who is consistently and objectively able to assess a given set of circumstances to be at the centre of customer recovery. Do you have a natural ability to empathise and assist people in high pressure and ever-changing situations, along with the skills and experience below?<ul><li>An excellent communicator, with conflict resolution skills, able to ‘think on your feet’.</li><li>Literacy skills and the ability to create clear customer communications in daily and IROP scenarios in a time pressured environment.</li><li>Proven ability to take directions readily and be proactive with a forwarding thinking attitude.</li><li>Airline operations knowledge with an in-depth understanding and ability to navigate airline reservations, loyalty and service recovery systems.</li></ul>It would also be great if you have experience in Airline customer rights including an understanding of all the significant legislation including EC261, US 14CFR and the Montreal Convention.So, if you love influencing and have a keen eye for attention to detail whilst protecting and enhancing the customer experience, we would love to hear from you.<h2>Be yourself – Our differences make us stronger</h2>Our customers come from all walks of life and so do our colleagues. That’s why we’re proud to be an equal opportunity employer and actively encourage applications from all backgrounds. At Virgin Atlantic, we believe everyone can take on the world - no matter your age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate difference and everything that makes our colleagues unique by upholding an inclusive environment in which we can all thrive. So that everyone at Virgin Atlantic can be themselves and know they belong.To make your journey with us accessible and individual to you, we encourage you to let us know if you’d like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. We are here to support you, so please reach out to our team, (<a href="mailto:recruitment@fly.virgin.com" target="_blank">recruitment@fly.virgin.com</a>) feeling confident that we’ve got your individual considerations covered.<h2>Our recipe for Leadership</h2>At Virgin Atlantic, our leaders empower teams to thrive through collaboration, innovation, and excellence. Explore our Leadership Recipe and discover the 20 core ingredients that define what it means to lead with us, driving our mission to be the most loved travel company and achieve sustainable profit. Want to learn more? <a href="https://careers.virginatlantic.com/leadership" target="_blank">Click here</a>

Manor Royal Business District

Customer Care OCC Specialist: Virgin Atlantic

Vacancy NameCustomer Service Executive - Employer AdminVacancy NoVN1878Employment TypeFull-TimePrimary Work LocationPeople's Partnership - HQDescriptionCustomer Service Executive About People’s Partnership: At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone's a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. We're a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves. What you'll be doing: Our Customer Services team are the heart of People’s Pension, making sure our customers receive excellent service and technical support. You will provide tailored responses to meet the needs of our customers, throughout the life of their relationship with us. You’ll support the team and work with colleagues to ensure we meet our compliance and service standards and making sure we achieve our service level agreements. You will also effectively contribute to the achievement of the department’s overall objectives and apply the Treating Customers Fairly (TCF) culture and principles within your role. Key Responsibilities: • Managing a broad range of customer queries and requests across a range of products and processes, ensuring you provide professional and helpful service through effective customer communication. • Using your active listening skills and attention to detail in written communications, to understand and support customers so that their needs are understood - and service standards are maintained. • Supporting your colleagues on a day-to-day basis to resolve queries, build knowledge and confidence, and achieve quality and compliance standards. • Build and maintain relationships with both internal and external customers and third parties • Maintain a detailed knowledge and understanding of legislative and regulatory requirements, including Automatic Enrolment, TPR, FCA, DWP, HMRC, DPA and any other relevant rules to ensure we adhere to all regulatory requirements, complaint and compliance rules, to minimise risk to People’s Partnership and our Customers • Handling customer complaints/resolutions and escalating these to the Complaints Team when a solution cannot be found. You'll ensure all issues are resolved and any learning opportunities are shared across the team. • Creating and reviewing process manuals to ensure they have a high level of accuracy What we’re looking for: • Educated to GCSE Level or equivalent. • Good working knowledge of Microsoft Excel &amp; Word. • Experience in Administration/Customer service. • Numerate with good attention to detail. • Proven ability to explain detailed and/or complicated information in simple, everyday language. • Excellent verbal communication skills. • Self-motivated, disciplined and organised and ability to work effectively unsupervised. • Ability to work under pressure and meet quality and performance targets. • Proven willingness to learn and understand the technical detail of workplace pensions and other financial products. Desirable Qualifications: • Pensions experience • Complaint management experience • Vulnerable Customer experience • CII qualifications What you can expect from us: ● Generous pension contributions with an employer contribution of up to 14% ● Real living wage ● Income protection, critical illness cover &amp; death in service insurance ● Employee healthcare ● Parental and adoption leave ● Learning &amp; development opportunities and study support ● Travel season ticket loans ● Grab &amp; Go Deli Café ● Volunteering days and charity payroll giving ● Onsite gym ● Ride-to-Work scheme ● Social clubs and events Disability Statement People's Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People's Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”.PerksOur people are our strength so finding ways to value and reward them is important to us. That’s why we offer an award-winning pension – it’s what we’re good at – plus health care cover, an onsite gym, access to a personal trainer; even the odd massage. And if they’re feeling peckish after all that activity, they can always refuel in our subsidised restaurant. Discover more of People's Partnership's employee benefits including our training programme, which is designed to give our people the support they need to develop a fulfilling career.Salary Range &nbsp;

Customer Service Executive - Employer Admin: People's Partnership

Vacancy NameComplaints Team LeaderVacancy NoVN1885Employment TypeFull-TimePrimary Work LocationPeople's Partnership - HQDescriptionComplaints Team Leader About People’s Partnership: At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone's a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. We're a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves. What you'll be doing: Are you passionate about leading a team that delivers outstanding customer service and technical support? We're looking for a dynamic individual to oversee a high-performing team dedicated to resolving complaints with empathy and precision, ensuring every interaction builds trust and confidence. You'll play a key role in maintaining excellence through robust quality checks and performance management, while identifying opportunities for continuous improvement that benefit our members, advisors, and third parties. If you're someone who thrives on developing talent and championing professional growth, this is your chance to make a real impact at People’s Partnership. • Responsible for the team’s performance against agreed objectives and key performance indicators. To ensure exceptional levels of service are delivered within agreed service levels. • Ensure resources are directed in an appropriate way to maximise productivity to achieve agreed service levels. Be responsible for recruiting new team members and taking part in the interview process. • Lead and manage staff in line with company policies and procedures, including training (regulatory and company) &amp; development, 1 to 1’s, performance appraisals and disciplinary &amp; grievance issues. • Take ownership of the management of relationships with customers, Business Partners, IFA’s and Strategic Partners including third party providers, to ensure all complaints are resolved to the customers satisfaction by whatever means appropriate – predominantly telephone and e-mail. • Responsible for the recording and analysis of team productivity and quality statistics. Use management information to measure workflow and staff performance. Identify training needs and arrange/provide coaching and technical support to team members. • Encourage self-development of team members and provide feedback as appropriate. Proactively develop individuals to maximise their ability. What we’re looking for: • People management • Good working knowledge of Microsoft Office • Ability to work with and across other business units • Excellent attention to detail • Empathy and sympathy with customer needs • Excellent communication, interpersonal and presentation skills • Ability to meet deadlines within tight timelines What you can expect from us: ● Generous pension contributions with an employer contribution of up to 14% ● Real living wage ● Income protection, critical illness cover &amp; death in service insurance ● Employee healthcare ● Parental and adoption leave ● Learning &amp; development opportunities and study support ● Travel season ticket loans ● Grab &amp; Go Deli Café ● Volunteering days and charity payroll giving ● Onsite gym ● Ride-to-Work scheme ● Social clubs and events Disability Statement: People's Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People's Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”.PerksOur people are our strength so finding ways to value and reward them is important to us. That’s why we offer an award-winning pension – it’s what we’re good at – plus health care cover, an onsite gym, access to a personal trainer; even the odd massage. And if they’re feeling peckish after all that activity, they can always refuel in our subsidised restaurant. Discover more of People's Partnership's employee benefits including our training programme, which is designed to give our people the support they need to develop a fulfilling career.Salary Range &nbsp;

Complaints Team Leader: People's Partnership

Hours: 37.5 Monday to Friday Location: Hybrid remote working in our VHQ, Crawley Contract: Maternity Cover Contract Closing Date:  24th October 2025<h2>In a nutshell</h2>This pivotal role is dedicated to elevating our loyalty experience for our most valued High-Value Customers (HVC). You’ll be responsible for developing and delivering innovative loyalty and lifecycle products, with a particular focus on member tenure recognition, to drive customer satisfaction and revenue growth.You'll be responsible for designing and managing loyalty propositions for HVCs, ensuring they're seamlessly integrated across the Virgin Atlantic network. You’ll own the HVC portfolio, finding opportunities for improvement and driving initiatives that align with our strategic goals. With a focus on innovation, you’ll build a cohesive customer journey across digital and physical touchpoints, collaborating closely with Digital Product, Travel Product, CRM, Sales, VIP, Events and other teams to optimise engagement and growth. Additionally, you’ll implement VIP-specific products like Meet-and-Greet and high-level member events (along with managing the event budget) to enhance the loyalty experience. &nbsp;<h2>Day to day</h2>Drive HVC revenue and member satisfaction by delivering personalised benefits and loyalty experiences. Support sales growth and ensure revenue targets are met by closely monitoring trends and taking action to stay on track. Develop and implement programmes that enhance the Elite member experience, continually raising member satisfaction scores. Optimize service delivery through close collaboration with Systems and Architecture teams to enhance VIP support tools and processes. &nbsp;<h2>About you</h2>Are you experienced in loyalty product management and have a strong track record of customer satisfaction and revenue achievement? Then this could be the role for you!Alongside the above, we're looking for the following: Skilled communicator, able to build and maintain relationships with senior internal and external stakeholders. Known for your strategic vision, innovative approach, and commitment to delivering an exceptional experience for high-value members. Adept at navigating operational complexities to personalise and enhance the customer experience. Ready to make an impact? Join us at Virgin Atlantic and help shape the future of loyalty for our most valued customers!<h2>Our differences make us stronger</h2>Our customers come from all walks of life and so do our colleagues. That’s why we’re proud to be an equal opportunity employer and actively encourage applications from all backgrounds. At Virgin Atlantic, we believe everyone can take on the world - no matter your age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate difference and everything that makes our colleagues unique by upholding an inclusive environment in which we can all thrive. So that everyone at Virgin Atlantic can be themselves and know they belong.To make your journey with us accessible and individual to you, we encourage you to let us know if you’d like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. We are here to support you, so please reach out to our team, (<a href="mailto:recruitment@fly.virgin.com" target="_blank">recruitment@fly.virgin.com</a>) feeling confident that we’ve got your individual considerations covered.At Virgin Atlantic, our leaders empower teams to thrive through collaboration, innovation, and excellence. Explore our Leadership Recipe and discover the 20 core ingredients that define what it means to lead with us, driving our mission to be the most loved travel company and achieve sustainable profit. Want to learn more? <a href="https://careers.virginatlantic.com/leadership" target="_blank">Click here</a>

Loyalty Proposition Manager: Virgin Atlantic

Customer Service Advisor We're looking for a highly motivated Customer Service Advisor to complement our fantastic team in our Lettings Support Centre in Peacehaven. As a Customer Service Advisor, you will provide property management and tenancy administration support services to branches, landlords and tenants. We offer a clear, defined career path, support to study for relevant job qualifications and a fantastic reward and recognition scheme, all wrapped up in a fun and positive working environment. Salary: £24,670 What's in it for you? <ul> <li>Support in training towards ARLA - NFOPP qualifications</li> <li>Basic salary £23,875, additional £1,000 once qualified</li> <li>Industry leading training and development</li> <li>Demonstrable career ladder</li> <li>Opportunities for progression</li> <li>Collaborative, rewarding and fun environment</li> <li>Team incentives</li> </ul> Key responsibilities of a Customer Service Advisor: The main purpose of your role is to provide a property management and tenancy administration support service to branches, landlords and tenants. You will also co-ordinate and liaise with contractors to ensure repair/maintenance works are carrier out in time and to agreed standards and co-ordinate and arrange relevant statutory safety checks. Skills and experience required to be a successful Customer Service Advisor: <ul> <li>Outstanding Customer Service skills</li> <li>Solid administration skills</li> <li>Resilient, positive, numerate and detail oriented</li> <li>Organised and able to prioritise workload in a faced paced environment</li> <li>Excellent verbal and written communication skills</li> <li>IT literate (MS Office, internet, email systems)</li> </ul> Benefits: <ul> <li>Aviva Digicare + workplace / Cycle to work scheme</li> <li>Colleague discount scheme / Perks at work / Gym discounts</li> <li>Life assurance / Workplace pension scheme</li> </ul> King &amp; Chasemore is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity. Don't meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At Connells Group we are dedicated to building a diverse, inclusive and authentic workplace. So, if you're excited about this role but your experience doesn't fit perfectly with every aspect of the job description, we encourage you to apply anyway. You may be just the right candidate for this or other opportunities. CC00640

Customer Service Advisor

# Customer Experience Manager  Brighton, East Sussex  DescriptionRole: Customer Experience Manager Location: Brighton (Hybrid - 3 days in office) Hours: Full time - 36.25 hours per week (office-based - some flexibility for the right person) Pay: £31,000 - £34,000 per annum An excellent opportunity has arisen for a Customer Experience Manager to join one of our longstanding clients, an exciting organisation based in Brighton. Benefits Hybrid working after induction Additional day off for your birthday Holiday entitlement increasing up to 25 days with service Two learning and development days per year Opportunities to travel and experience company trips Supportive and people-first culture The Requirements Proven background in customer service management, compliance, or quality assurance Strong communication and conflict resolution skills, with experience handling sensitive issues Ability to analyse data, identify trends, and present actionable recommendations Knowledge of regulatory frameworks (ABTA, Package Travel Regulations, GDPR) Experience in designing and delivering training Strong organisational and project management skills (Desirable) Experience within the travel or education sector (Desirable) Experience as a Data Protection Officer or in a similar compliance role (Desirable) Familiarity with safeguarding and inclusion standards (Desirable) Awareness of AI and its application in customer experience The Role Act as the central point for all customer feedback and complaints Gather, assess, and report feedback to identify root causes and recommend improvements Lead customer service meetings and drive continuous improvement initiatives Support internal teams with customer engagement and issue resolution Ensure compliance with relevant regulatory and insurance requirements Serve as Data Protection Officer, managing breaches, compliance logs, and training Oversee terms and conditions updates and internal communication Design and deliver customer service training and service excellence programmes Collaborate on cross-departmental projects to enhance customer insight Support insurance renewals, claims, and H&amp;S initiatives Promote safeguarding and inclusion across the business Provide strategic guidance on responsible AI adoption to improve productivity and customer experience If you're keen to join a collaborative and forward-thinking organisation that truly values its people and customer experience, then please apply to this Customer Experience Manager role below or call Jamie Watson on (phone number removed) between 9:00am - 5:30pmAd ID:

Customer Experience Manager Brighton, East Sussex Clearline Recruitment Ltd £31,000 - 34,000 - ...

Overview What we do. Electric Car LeasingWhy we do it. Greener. Fairer. Future.We're looking for a highly skilled Customer Care (Complaints) Feedback Executive to handle and investigate customer complaints and other forms of feedback in regulated and non-regulated environments. The ideal candidate will have exemplary communication skills, a strong curiosity for all things complaints, and be driven by delivering excellent customer experiences. They will use exceptional attention to detail to identify &amp; provide fair outcomes to our customers. What you'll do <ul><li>Thoroughly investigate and analyse all complex complaints that may take longer than 3 days to resolve</li><li>Handle complex inbound and outbound communication with customers in a calm and professional way</li><li>Work closely with our Operations and Customer Success teams to deliver data-led performance monitoring, aligned to individual and team wide objectives</li><li>Use several data sources to monitor performance across metric scorecards and occasionally report against KPIs/SLAs to support management when needed</li><li>Communicate with internal and external parties as needed to investigate and close complaints</li><li>Ensure regulatory compliance, including meeting SLAs and liaising with the Financial Ombudsman Service and the British Vehicle Rental and Leasing Association (BVRLA) for escalated complaints</li><li>Maintain and update the complaints database with accurate information</li><li>Make recommendations for fair redress and remedial actions</li><li>Document all complaints according to policies and procedures</li><li>Provide root cause analysis and notify management team of trends to recommend business improvements based on feedback</li></ul> What you'll need <ul><li>Work across multiple internal and external platforms whilst maintaining attention to detail</li><li>Proven track record of managing and meeting strict deadlines whilst continuing to support peers</li><li>Proven Complaint Handling experience in an FCA-regulated environment</li><li>High level understanding of DISP regulations</li><li>Excellent written and verbal communication skills</li><li>Ability to build strong relationships with internal and external partners (power of persuasion)</li><li>Experience in Financial Ombudsman Service and/or British Vehicle Rental and Leasing Association (BVRLA) liaison and case management beneficial, but not essential</li></ul> Why else you'll love it here <ul><li>Octopus Electric Vehicles, part of the Octopus Energy Group, won the Sunday Times best company to work for in 2024. We were named 6th out of the top 100 start-ups to work for by Tempo in 2025 and on Glassdoor we were voted 50 best places to work in 2022. Our Group CEO, Greg has recorded a podcast about our culture and how we empower our people</li></ul><ul><li>Wondering what the salary for this role is? On a call with one of our recruiters it's something we always cover as we genuinely want to match your experience with the correct salary. We don't advertise because we have flexibility and would never want salary to be a barrier to applying. We're focused on finding the right octofit.</li></ul><ul><li>Octopus Energy Group is a unique culture. An organisation where people learn, decide, and build quicker. Where people work with autonomy, alongside a wide range of amazing co-owners, on projects that break new ground. We want your hard work to be rewarded with perks you actually care about. Visit our perks hub - Octopus Employee Benefits</li></ul> About us The electric revolution has arrived - and from 2035 you'll no longer be able to buy a new petrol or diesel car in the UK.We're building a whole new way for drivers to join the electric charge and not only learn about and shop for their EV online, but experience a "lease for life" through an industry changing customer experience. This is the chance to join one of the UK's most exciting start-ups - making it easy for individuals and businesses to go electric by getting their car, charger and energy all in one cracking deal.Octopus Electric Vehicles launched in 2018 to make it seamless to switch to cleaner, greener driving. Our mission is to drive sustainable change, decarbonise the planet and provide our customers with fair pricing and a fantastic experience.We're an Octopus Energy company-an innovative new energy supplier. We are part of the Octopus Energy Group, which seeks to improve the lives of millions of people by transforming the industries we operate in. The Octopus Group incorporates Octopus Energy, Octopus Healthcare, Octopus Investments, Octopus Property, Octopus Ventures and Octopus Labs.If this sounds like you then we'd love to hear from you.Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential. Need any specific accommodations? Whether you require specific accommodations or have a unique preference, let us know, and we'll do what we can to customise your interview process for comfort and maximum magic!Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we hire. Across Octopus, we're looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.

Customer Care Executive - Complaints & Feedback

Overview Are you keen to work somewhere that's stimulating and friendly, with loads of opportunities for growth and plenty of freedom to make a real impact? This could be the place for you! We are looking for a Customer Support Team Lead to join us at INSHUR! We're based in Brighton, and our company embraces a hybrid working model, allowing you to thrive in both collaborative office settings and the comfort of your own home. You'll have the opportunity to work remotely while also connecting with your colleagues at our Brighton office at least once a week, fostering a dynamic and supportive environment. You'll be working on re-inventing insurance in exciting markets across multiple territories including the UK, US, and the Netherlands, with plans to expand into new European countries. Supported by (and reporting to) the Head of Customer Operations, you'll be joining a friendly team of 10 who believe in delivering a world class service experience to differentiate INSHUR from your average Insurance company. We value high performance and care deeply about making INSHUR a place where everyone is building something special, that we can all be proud of, while enjoying the ride. What you'll do As a Customer Support Team Lead you will be responsible for leading and developing a team of Customer Support Associates. You'll coach, support, and motivate them to deliver exceptional service while ensuring smooth operations and continual improvement of our customer experience. You'll be working on <ul> <li>Team Leadership: Guide and mentor the Customer Support team to meet SLAs and KPIs while fostering a positive, high-performing culture.</li> <li>Escalations &amp; Quality: Handle complex customer calls, complaints, and quality-assurance call audits to maintain world-class standards.</li> <li>Knowledge Base Management: Build and maintain our self-service Knowledge Base to empower customers and reduce friction.</li> <li>Systems &amp; Tools: Troubleshoot and optimise customer service platforms such as Zendesk and AWS to ensure efficient operations.</li> <li>Development &amp; Support: Conduct regular 1:1s, provide career development feedback, and cover key administrative tasks when needed.</li> </ul> We don't have a definite checklist of skills - our hiring process is much more about aptitude and passion than ticking boxes. So don't worry if you haven't used a particular tool or checked off all the listed skills and experience. That said, below is a guideline of skills that we think would make you successful in this role: <ul> <li>At least 1 year of experience in a similar team-lead or supervisory role.</li> <li>Fluent in English (French, Spanish, or Dutch are a plus).</li> <li>Excellent communication and collaboration skills.</li> <li>Technical proficiency with customer service tools (e.g., Zendesk, AWS) and experience managing Knowledge Bases.</li> <li>Strong problem-solving ability and analytical mindset.</li> <li>Experience working in a regulated environment.</li> <li>Ability to prioritise, multitask, and adapt while maintaining high standards.</li> </ul> these additional skills that could set you apart <ul> <li>A natural motivator and great communicator who inspires others.</li> <li>Creative problem solver with curiosity and a love of learning.</li> <li>Demonstrated success driving continuous improvement in a fast-growing, international environment.</li> </ul> You'll love it here if you <ul> <li>Thrive navigating ambiguity and finding clarity in uncertain situations.</li> <li>Take pride in being accountable and owning your responsibilities.</li> <li>Enjoy a fast-paced environment where change happens quickly.</li> <li>Are solutions-focused and driven to overcome challenges.</li> <li>Embrace resilience and adapt to setbacks with a positive attitude.</li> <li>Are intellectually curious, constantly seeking to learn, explore new ideas, and not afraid to question and improve your understanding.</li> </ul> You may not enjoy working here if <ul> <li>Prefer a more structured, slow-moving environment.</li> <li>Feel most comfortable when tasks and processes are clearly defined from the start.</li> <li>Struggle with handling multiple challenges at once or adapting to frequent changes.</li> <li>Tend to stick strictly to your defined role and avoid contributing outside of your responsibilities.</li> </ul> What to expect from the process <ul> <li>Screen &amp; Intro: 30-minute video call with the Talent Team to discuss the role and your experience.</li> <li>First Interview: 60-minute video call with the Director of Operations and People Operations Lead to delve into the role, including technical questions and team fit questions.</li> <li>Case Study: A brief take-home task followed by a 45-60 minute in-person interview with the Director of Customer Operations and a stakeholder to review the case study and assess role fit.</li> <li>We encourage you to ask questions about the role and the company throughout the hiring process. We believe that this is as much an opportunity for you to interview us as it is for us to interview you.</li> </ul> What we offer Our budget for this role is £32,500 - £35,000 and we will take into account any previous experience and location of work when agreeing on the final offer. We offer all our employees stock options and we will pay into your pension monthly. We've also built a benefits package that invests in our people's long-term personal and professional growth and wellbeing. Here's a sample of what this includes: <ul> <li>30 days of holiday annually, plus bank holidays</li> <li>Private healthcare for you and your family, including pre-existing conditions</li> <li>Life insurance at 3x your salary</li> <li>13 weeks parental leave at full pay for new parents</li> <li>Workplace nursery scheme with Gogeta, allowing you to pay fees pre-tax</li> <li>Ride to work scheme</li> <li>Workplace pension scheme to help you save for retirement</li> <li>Flexible working hours to suit your lifestyle</li> <li>£500 annual personal training allowance plus regular learning opportunities on a variety of topics</li> <li>£40 monthly wellbeing to keep you healthy</li> <li>24/7 Employee Assistance Program, covering you and immediate family members-offering crisis support, counselling, legal advice, menopause CBT, and more</li> </ul> It goes without saying that we provide everyone with a laptop, monitor, top of the range kit, and any software you need. About Us INSHUR is on a mission to be the leader in insurance solutions for the on-demand economy, making coverage fair and accessible for drivers. Cutting edge technology &amp; deep insurance know-how underpins our revolutionary offering for on-demand drivers, keeping premiums affordable and delivering results for partners. With a focus on embedded insurance solutions, and complementary technology integrations for digital platform providers such as Uber, Amazon, Bolt, FREENOW and OLA, we've been helping drivers stay on the road since 2016 through our data, technology and in-house insurance expertise. Backed by forward-thinking investors including Viola Growth, JVP, Munich Re, Viola Fintech, MTech Capital, Antler, and MS&amp;AD, we have secured over $70 million in funding as well as the acquisition of American Business Insurance in 2023. We have exciting plans to continue growing our portfolio and product lines and expand to new territories in the future. As a global team of around 250 people based across the US, UK, and the Netherlands, we value: <ul> <li>Commitment to ensuring fairness, transparency, and good outcomes for customers</li> <li>Generosity, inclusivity, open-mindedness, and diversity</li> <li>Delivering great results and learning in the open</li> <li>Freedom to make long-term, high-impact decisions</li> <li>The wellbeing of our teammates and the people around us</li> </ul> And Enjoying the ride! Equal opportunities At INSHUR, we believe that having a diverse team where everyone can bring their authentic selves to work is key to our success. We're passionate about creating equal opportunities and making the tech industry a better place for all and we don't discriminate based on race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability, or age. As of July 2024, our team consists of 43% women, 26% from BAME or BIPOC backgrounds, and 13% LGBTQ+. We proudly represent 30+ nationalities and span multiple generations, including Baby Boomers, Gen X, Millennials, and Gen Z. We're proud to have been recognised for Diversity and Inclusion by the British Insurance Awards. We recognise that early-stage companies often hire people similar to the existing team-something we've worked hard to overcome. We follow a structured hiring process and ensure our interview teams are trained to foster inclusivity and equity. Our Brighton office is child-friendly, dog-friendly, and fully wheelchair-accessible. While this position is advertised as full-time, we're flexible on specific arrangements and happy to discuss options like part-time, job-sharing, or other flexible work setups for the right candidate. If you need any adjustments during the interview process, please let us know, and we'll do our best to accommodate your needs.

Customer Support Team Lead

Overview Are you keen to work somewhere that's stimulating and friendly, with loads of opportunities for growth and plenty of freedom to make a real impact? This could be the place for you!We are looking for a Customer Support Team Lead to join us at INSHUR. We're based in sunny Brighton and our company embraces a hybrid working model, allowing you to thrive in both collaborative office settings and the comfort of your own home. You'll have the opportunity to work remotely while also connecting with your colleagues at our Brighton office at least once a week, fostering a dynamic and supportive environment.You'll be working on re-inventing insurance in exciting markets across multiple territories including the UK, US, and the Netherlands, with plans to expand into new European countries.Supported by (and reporting to) the Head of Customer Operations, you'll be joining a friendly team of 10 who believe in delivering a world class service experience to differentiate INSHUR from your average Insurance company.We value high performance and care deeply about making INSHUR a place where everyone is building something special, that we can all be proud of, while enjoying the ride. What you'll do As a Customer Support Team Lead you will be responsible for leading and developing a team of Customer Support Associates. You'll coach, support, and motivate them to deliver exceptional service while ensuring smooth operations and continual improvement of our customer experience.<ul><li>Team Leadership: Guide and mentor the Customer Support team to meet SLAs and KPIs while fostering a positive, high-performing culture.</li><li>Escalations &amp; Quality: Handle complex customer calls, complaints, and quality-assurance call audits to maintain world-class standards.</li><li>Knowledge Base Management: Build and maintain our self-service Knowledge Base to empower customers and reduce friction.</li><li>Systems &amp; Tools: Troubleshoot and optimise customer service platforms such as Zendesk and AWS to ensure efficient operations.</li><li>Development &amp; Support: Conduct regular 1:1s, provide career development feedback, and cover key administrative tasks when needed.</li></ul>We don't have a definite checklist of skills - our hiring process is much more about aptitude and passion than ticking boxes. So don't worry if you haven't used a particular tool or checked off all the listed skills and experience.That said, below is a guideline of skills that we think would make you successful in this role:<ul><li>At least 1 year of experience in a similar team-lead or supervisory role.</li><li>Fluent in English (French, Spanish, or Dutch are a plus).</li><li>Excellent communication and collaboration skills.</li><li>Technical proficiency with customer service tools (e.g., Zendesk, AWS) and experience managing Knowledge Bases.</li><li>Strong problem-solving ability and analytical mindset. Experience working in a regulated environment.</li><li>Ability to prioritise, multitask, and adapt while maintaining high standards.</li></ul> these additional skills that could set you apart<ul><li>A natural motivator and great communicator who inspires others.</li><li>Creative problem solver with curiosity and a love of learning.</li><li>Demonstrated success driving continuous improvement in a fast-growing, international environment.</li></ul> You'll love it here if you: Thrive navigating ambiguity and finding clarity in uncertain situations. Take pride in being accountable and owning your responsibilities. Enjoy in a fast-paced environment where change happens quickly. Are solutions-focused and driven to overcome challenges. Embrace resilience and adapt to setbacks with a positive attitude. Are intellectually curious, constantly seeking to learn, explore new ideas, and not afraid to question and improve your understanding. You may not enjoy working here if: Prefer a more structured, slow-moving environment. Feel most comfortable when tasks and processes are clearly defined from the start. Struggle with handling multiple challenges at once or adapting to frequent changes. Tend to stick strictly to your defined role and avoid contributing outside of your responsibilities. What to expect from the process: Screen &amp; Intro: 30-minute video call with the Talent Team to discuss the role and your experience.First Interview: 60-minute video call with the Director of Operations and People Operations Lead to delve into the role, including technical questions and team fit questions.Case Study: A brief take-home task followed by a 45-60 minute in-person interview with the Director of Customer Operations and a stakeholder to review the case study and assess role fit.We encourage you to ask questions about the role and the company throughout the hiring process. We believe that this is as much an opportunity for you to interview us as it is for us to interview you. What we offer Our budget for this role is £32,500 - £35,000 and we will take into account any previous experience and location of work when agreeing on the final offer.<ul><li>We offer all our employees stock options and we will pay into your pension monthly.</li><li>We've also built a benefits package that invests in our people's long-term personal and professional growth and wellbeing. Here's a sample of what this includes:</li><li>30 days of holiday annually, plus bank holidays</li><li>Private healthcare for you and your family, including pre-existing conditions</li><li>Life insurance at 3x your salary</li><li>13 weeks parental leave at full pay for new parents</li><li>Workplace nursery scheme with Gogeta, allowing you to pay fees pre-tax</li><li>Ride to work scheme</li><li>Workplace pension scheme to help you save for retirement</li><li>Flexible working hours to suit your lifestyle</li><li>£500 annual personal training allowance plus regular learning opportunities on a variety of topics</li><li>£40 monthly wellbeing to keep you healthy</li><li>24/7 Employee Assistance Program, covering you and immediate family members-offering crisis support, counselling, legal advice, menopause CBT, and more</li><li>It goes without saying that we provide everyone with a laptop, monitor, top of the range kit, and any software you need.</li></ul> About Us INSHUR is on a mission to be the leader in insurance solutions for the on-demand economy, making coverage fair and accessible for drivers.Cutting edge technology &amp; deep insurance know-how underpins our revolutionary offering for on-demand drivers, keeping premiums affordable and delivering results for partners. With a focus on embedded insurance solutions, and complementary technology integrations for digital platform providers such as Uber, Amazon, Bolt, FREENOW and OLA, we've been helping drivers stay on the road since 2016 through our data, technology and in-house insurance expertise.Backed by some of the most forward thinking VC's including Viola Growth, JVP, Munich Re, Viola Fintech, MTech Capital, Antler, and MS&amp;AD, we have secured over $70 million in funding as well as the acquisition of American Business Insurance in 2023. We have exciting plans to continue growing our portfolio and product lines and expand to new territories in the future.As a global team of around 250 people based across the US, UK, and the Netherlands, we value:Commitment to ensuring fairness, transparency, and good outcomes for customersGenerosity, inclusivity, open-mindedness, and diversityDelivering great results and learning in the openFreedom to make long-term, high-impact decisionsThe wellbeing of our teammates and the people around usAnd Enjoying the ride! Equal opportunities At INSHUR, we believe that having a diverse team where everyone can bring their authentic selves to work is key to our success. We're passionate about creating equal opportunities and making the tech industry a better place for all and we don't discriminate based on race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability, or age.As of July 2024, our team consists of 43% women, 26% from BAME or BIPOC backgrounds, and 13% LGBTQ+. We proudly represent 30+ nationalities and span multiple generations, including Baby Boomers, Gen X, Millennials, and Gen Z. We're proud to have been recognised for Diversity and Inclusion by the British Insurance Awards.We recognise that early-stage companies often hire people similar to the existing team-something we've worked hard to overcome. We follow a structured hiring process and ensure our interview teams are trained to foster inclusivity and equity.Our Brighton office is child-friendly, dog-friendly, and fully wheelchair-accessible.While this position is advertised as full-time, we're flexible on specific arrangements and happy to discuss options like part-time, job-sharing, or other flexible work setups for the right candidate.If you need any adjustments during the interview process, please let us know, and we'll do our best to accommodate your needs.

At Cision, we believe in empowering every individual to make an impact. Here, your voice is heard, your ideas are valued, and your unique perspective fuels our collective success. As part of our global team, you'll thrive in an environment that champions curiosity, collaboration, and innovation, all while making meaningful contributions to the brands we accelerate.Join us in shaping the future of communication and building authentic connections that matter. Whether you're solving complex problems or driving bold innovations, your growth is our success, and together, we'll create the conversations of tomorrow.Brandwatch's award-winning consumer intelligence and social listening solutions enable brands and agencies to adapt and thrive in today's fast-moving digital world, helping them make smarter decisions and execute data-driven social strategies at every customer touchpoint. Brandwatch is a Cision product, combining powerful social analytics with Cision's leading media intelligence capabilities to deliver end-to-end insight and impact.Empower your impact at Brandwatch. Be seen, be understood, be you.As a Enterprise Customer Success Manager, you will have an overall responsibility for managing and growing your portfolio of accounts spanning a variety of industries. Your role is to build and maintain healthy relationships within your assigned accounts that enable you to drive strong product adoption, exceed business/campaign objectives and identify and sell-in intelligent commercial solutions, resulting in new and increased subscription revenue, whilst maintaining Brandwatch's positive reputation. Key to this role is the ability to articulate value, inspire and sell the future of Brandwatch. What you'll do <ul><li>Develop a trusted advisor relationship with customer executive sponsors, such that all activities are closely aligned with the customer's business case and strategy, allowing the full potential of the Brandwatch solution to be realized</li><li>Establish and oversee the customer's adoption, training and development of best practices to continually drive incremental value and return on the customer's investment</li><li>Manage account renewals for your customer base, collaborating with account managers on quarterly business reviews, retention strategy and upsell initiatives</li><li>Identify opportunities for expanded use of the platform and integration into the accounts' business processes</li><li>Identify and escalate key customer product related requirements and manage customer expectations on an ongoing basis</li><li>Facilitate the development of a community of like-minded Brandwatch customers, routinely sharing best practices and leveraging lessons learned</li><li>Update CRM and billing system records for customer accounts and opportunities</li><li>Enable and assist product support to best address customer's technical issues</li><li>Serve as a coach and trusted advisor to Brandwatch customers</li></ul> What you have <ul><li>3+ years relevant work experience in a customer facing role</li><li>Excellent customer facing presentation, written, and oral communication skills</li><li>Advanced understanding of social media networks and social monitoring tools</li><li>Familiarity working with global customers across multiple teams and regions</li><li>Proven track record of developing and executing strategic account plans</li><li>Proven ability to develop executive champions at a strategic level</li><li>The ability to multi-task and troubleshoot under pressure</li><li>An ability to be astute, strategic, intelligent, and insightful</li><li>Drive to work autonomously and proactively</li></ul> Nice to haves <ul><li>Experience working with (or for) a social media monitoring provider</li><li>Demonstrable knowledge of marketing principles and best practices</li><li>Familiarity with Boolean logic and data analytics</li><li>Experience working with CRM and/or ticketing systems, such as Gainsight, Salesforce, Zendesk, Zuora, and JIRA</li></ul> What we offer <ul><li>Holiday - 25 days holiday and 4 Wellness day per year + bank holidays, ability to carry 5 days over each year to encourage a healthy work-life balance!</li><li>Health cash plan employer paid at level 3. (Option to upgrade plan to level 4,5 or 6 + add family members at employee's expense); Group life assurance - employer paid</li><li>Sports benefit - gym/sport membership contribution - 50% or up to 25 GBP per month employer contribution</li><li>Cycle to work; Employee discounts platform - through Reward Gateway</li><li>Dental insurance - preference premiums at employee's cost + option to add family members</li><li>Employee assistance plan (EAP) &amp; Full Calm subscription</li><li>Maternity/parental leave policy &amp; Sabbatical leave policy</li></ul>Cision is a global leader in PR, marketing and social media management technology and intelligence, helping brands and organizations to identify, connect and engage with customers and stakeholders to drive business results. Cision has offices in 24 countries throughout the Americas, EMEA and APAC. For more information about Cision's solutions, including its next-gen Cision Communications Cloud, visit and on Twitter.Cision is committed to fostering an inclusive environment where all employees can be their authentic selves and perform at their best. We believe diversity, equity, and inclusion is vital to driving our culture, sparking innovation and achieving long-term success. Cision is proud to have joined more than 600 companies in signing the CEO Action for Diversity &amp; Inclusion pledge and named a "Top Diversity Employer" for 2021 by Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses.Cision is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Cision will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact

10 Customer Service Jobs in Brighton, Brighton and Hove, UK