Customer Service Executive

Key facts about the role

Contract Type: Full time, permanent

Hours:  37.5 hours per week, Monday to Friday. 10.00am to 6.30pm.

Required to work 1 in 3 Saturdays, 9.00am to 1.00pm. These hours are accrued and will be given as time off in lieu during the following week.

Location: Hatfield, Hertfordshire

Salary:  £24,000 rising to £24,500 following successful completion of a 6-month probationary period.

Benefits:

• 25 days annual leave plus bank holidays. Following 3 years continuous service, annual leave will increase by 1 additional day per completed year of service up to a maximum of 28 days.
• 3% pension contribution when you contribute 5%.
• An Employee Assistance Programme.
• Buy or sell annual leave.
• Halfords Cycle2Work Scheme.
• Free parking.

Once you pass your induction phase  

• Optional enrolment onto our Vitality Healthcare scheme with a £30.00 contribution each month made by Vetsure towards your premium.
• 2 days additional annual leave to settle a new cat or dog into your home.
• 1 day additional annual leave to move to a new home.
• Discounted pet insurance.

Reports to:  Customer Service Manager.   

Job Description

The Customer Service Executive is responsible for managing inbound and outbound calls, delivering exceptional service to both potential and existing customers, with a strong emphasis on driving sales and customer engagement. This role involves setting up new policies, managing customer records, and providing proactive support to increase customer awareness and drive sales. Additionally, the role includes administrative tasks, handling Pet Health Plans (PHP), and supporting veterinary partnerships to further enhance service levels and business growth.

Main Duties

• Handle inbound sales and customer service calls, ensuring exceptional service is provided to potential and existing customers, meeting departmental service levels.
• Set up new policies, update existing customer records, and issue business documentation in line with company processes (e.g. renewal notices 21 days prior to the renewal date).
• Increase consumer awareness and drive sales by converting warm leads into active policies through outbound calls, building relationships with customers who have previously engaged with the company.
• Manage and administer PHPs, including setup, cancellations, and timely communication with both customers and veterinary practices.
• Ensure timely and accurate postal communication for policies, claims, and PHPs is sent within set timeframes.
• Handle first-line complaints in a professional manner, following the company’s complaints procedure.
• Build and maintain strong relationships with veterinary practices, reinforcing partnerships and driving lead generation.
• Assist veterinary groups with day-to-day issues, including support for the lead portal and system-related queries.
• Stay up to date with regulatory responsibilities, ensuring adherence to Financial Conduct Authority (FCA) guidelines, Treating Customers Fairly (TCF) principles, and GDPR (General Data Protection Regulations).
• Be proactive in identifying and managing risks that could impact the role and business operations.
• Align daily actions with the company’s purpose and values, ensuring all customer interactions reflect these principles.
• Perform other duties as assigned by management, including assisting with User Acceptance Testing (UAT) or special projects.

Person Specification

This role is critical in delivering high-quality customer service and sales support, ensuring all customers receive timely, accurate information and that sales targets are met. It also plays an important role in maintaining positive relationships with veterinary practices, supporting the growth and development of the business.

• Desire to delight the customer by building rapport and delivering a consistently high standard of customer service.
• Strong verbal, written, and listening communication skills with a natural ability to build rapport and maintain relationships.
• Ability to effectively handle objections and provide solutions in a calm and empathetic manner.
• Proven sales experience, with the ability to perform needs analysis, fact-finding, objection handling, and closing sales.
• Strong organisational and time management skills, with a keen attention to detail.
• Proactive, methodical approach to tasks, striving to consistently deliver high standards.
• Self-motivated and adaptable, able to work independently while contributing to a collaborative team environment.
• Understanding of FCA and TCF regulations, and ability to comply with Consumer Duty regulations advantageous.
• Proficiency in MS Excel, Word, and PowerPoint for reporting, data entry, and communication purposes.
• Experience of using a customer relationship management (CRM) system advantageous.
• Strong interpersonal skills with the ability to adapt to a variety of communication styles.
• Previous experience in a customer service or sales role, preferably in the insurance or pet industry.
• Sales experience, ideally with outbound calling and lead conversion.
• Proficiency with computer systems and databases, with a focus on accurate data entry and administration.
• Experience handling complaints in a professional and effective manner.

If you are looking for a meaningful career in a business that cares, we would love to hear from you.