At a Glance
- Tasks: Own a portfolio of fleet customers, ensuring their success and engagement.
- Company: Join Flock, a forward-thinking company on a mission to make the world safer.
- Benefits: Enjoy 25 days holiday, private medical insurance, and professional development support.
- Other info: Diverse team culture that values different perspectives and experiences.
- Why this job: Make a real impact by helping fleets prevent accidents and improve safety.
- Qualifications: Customer service experience and a passion for learning are key.
The predicted salary is between 25650 - 31350 £ per year.
About Flock
Road accidents kill and injure people, damage vehicles, and cost businesses fortunes. But traditional insurance does nothing to prevent them - it just pays out claims when they happen. At Flock, we’re changing that. Using telematics, AI, and real-time data, we proactively help our fleet customers prevent crashes. We obsessively focus on keeping drivers safe, and we put our money where our mouth is - paying out millions of pounds per year to fleets that get safer over time. We were acquired by Admiral in May 2026. Now we combine the backing of the UK’s leading motor insurer with startup energy and speed. We’re growing fast with bigger plans than ever, and we’re hugely optimistic that our approach will save many more lives in the decade ahead. We’re on a mission to make the world quantifiably safer. Join us!
About the role
More fleets are choosing Flock and our Customer Success team needs to grow. You will own a book of customers outright: onboarding them, keeping them engaged with their data, and getting them to renewal in better shape than they started. The role is built around the conversations our telematics makes possible, from quarterly reviews with fleet managers to safety interventions that follow a spike in risky driving, alongside a steady variety of inbound queries by phone and email. You hear first hand what matters to customers and brokers, and your suggestions for improving how we work carry real weight. AI is part of the day job too, because Flock runs on it. You will use it to prepare for meetings, dig into fleet data and stay on top of your book. You do not need insurance experience. You need the service instincts that make clients want to deal with you, and the appetite to learn everything else.
What you'll be doing
- Owning a portfolio of fleet customers end to end, from onboarding through to renewal, with clear accountability for keeping them.
- Handling inbound policy queries from customers and brokers by phone and email, resolving them quickly and helping people self-serve where that suits them better.
- Running quarterly reviews with fleet managers and brokers, then tracking the actions that come out of them, and supporting broker onboarding with the Distribution team.
- Delivering safety and claims interventions when our telematics data flags a risk, working with the Claims and Underwriting teams on triggers and follow-up.
- Working across Underwriting, Finance and Product to investigate and resolve the trickier issues, including policy referrals and connectivity troubleshooting with our telematics partners.
- Capturing customer feedback and raising process, automation and self-serve suggestions so our service keeps improving.
- Using Flock's AI tools every day to prepare customer insight packs, draft follow-ups and keep your book organised.
What you'll need
- A background in customer service, customer success or account management. The sector does not matter to us; the quality of your service does.
- Rapport that comes naturally. Our customers should genuinely like dealing with you.
- Hunger to learn and real coachability. We will teach you the insurance and the telematics.
- Clear written and spoken communication, with a knack for making complex things easy to understand, and the confidence to present to clients.
- A proactive attitude to getting the job done, even when the answer takes some digging.
- Organisation across a busy and varied workload, with the accuracy and attention to detail to match the pace.
- Evidence you already use AI tools to work better, or a genuine appetite to build that habit fast.
- Desirable, not required: time working with fleets, or exposure to motor insurance.
Benefits
- 25 days of holiday (+ Bank Holidays)
- Share Incentive Plan
- Workplace Pension
- Private Medical Insurance (including Dental, Optical & Mental Health support options)
- Various Salary Sacrifice Schemes - 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
- 3 days paid leave for L&D purposes
Making the world quantifiably safer takes more than good data. It takes a team where different perspectives are heard, and that's a priority here. We insure fleets and drivers from every background, and we know a team built the same way makes sharper decisions and a better product for our customers. So we hire on merit, full stop, and we actively encourage applications from everyone. If you don't tick every box, apply anyway. Just come as your genuine self: the qualities and experiences only you bring are exactly what we want.
Customer Success Associate employer: Flock
Flock is an exceptional employer that combines the innovative spirit of a startup with the robust backing of Admiral, the UK's leading motor insurer. Our work culture prioritises safety and inclusivity, offering employees a chance to make a real impact while enjoying generous benefits like enhanced parental leave, professional development funding, and a supportive environment for diverse perspectives. As we grow rapidly, we provide ample opportunities for personal and professional growth, making it an exciting time to join our mission to make the world quantifiably safer.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Associate
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Flock. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Flock before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Associate
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Flock:Your cover letter is your chance to shine! Tell us why you want to work at Flock specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Flock!
How to prepare for a job interview at Flock
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
