At a Glance
- Tasks: Be the go-to person for clients, resolving queries and ensuring smooth money transfers.
- Company: Join Vitesse, a leading FinTech firm revolutionising insurance payments globally since 2014.
- Benefits: Enjoy hybrid working, 25+ days holiday, private medical insurance, and ongoing learning opportunities.
- Other info: This is a 6-month fixed-term contract with potential for growth in a dynamic environment.
- Why this job: Make a real impact in a collaborative culture while helping customers in their time of need.
- Qualifications: Customer-facing experience and strong communication skills are essential; CRM knowledge is a plus.
The predicted salary is between 24000 - 36000 £ per year.
Customer Support Executive - (6 Month FTC)
Customer Support Executive - (6 Month FTC)
Please note this is a 6 month temporary Fixed Term Contract
We are Vitesse - the treasury and payment partner of choice for insurance.
Formed in 2014 by a team of proven FinTech entrepreneurs, we are an FCA-regulated business providing global claim funds management and payment solutions. Operating one of the largest banking and payment settlement networks in the world, we give our customers direct access to 200 countries and currencies. Through a single integration, insurers can use this network to pay claims in as fast as 45 seconds and deliver a superior claimant experience. Our market-leading treasury proposition provides insurers with transparency and control over their claim funds, even when delegated to third-parties, allowing them to have their money in the right place, at the right time, to make that all-important payment when customers need it most.
With over 245 employees across our London headquarters, Europe, and the US, $93m Series C funding secured, our US licence approved and exceeding £10bn in processed transactions, we are only just getting started.
We are collaborative, customer centric and work with integrity, whilstpartnering with some of the biggest insurance leaders includingLloyd's of London and Many Pets. We take huge pride in our company culture, ensuring that everyone has a part to play, an opportunity to be heard, be involved, and the ability to make a real difference.As we continue to scale up, we want like-minded humans to join us on this exciting journey. Are you ready?
Your mission:
This role is on the Vitesse frontline as the key point of contact for our clients; supporting the fast movement of money to pay claims to insurance policyholders in their time of need. You will be part of a team that strives to put the customer first by meeting their needs and finding ways to improve what we do and the service we provide. Typically, you will be providing support through email or phone to resolve a range of client queries concerning use of the Vitesse platform and the transfer of funds.
We are looking for a Customer Support Executive who embodies exceptional interpersonal skills, exudes professionalism, and maintains a positive "can-do" attitude. The ideal candidate is characterised by a friendly and approachable demeanour, capable of fostering strong customer relationships. A commitment to continuous learning and development is paramount, with a mindset that views each interaction as an opportunity for growth. This role is tailored for someone eager to expand their skill set and contribute to a dynamic team environment. As a Customer Support Executive, the ability to adapt, empathise, and problem-solve will be key in ensuring a seamless and delightful customer experience.
Core responsibilities:
- Resolving customer issues efficiently across all support channels adhering to SLAs.
- Build and maintain strong customer relationships through proactive engagement, effective communication, and thorough product knowledge.
- Keep customers informed on unresolved queries to maintain transparency and trust.
- Work with colleagues including other departments to efficiently and promptly meet all customer needs.
- Act in accordance with Vitesse company values.
- Assist other teams with ad-hoc tasks to ensure a supportive and cohesive work environment
Requirements
What you need to succeed:
- Experience in a customer facing role.
- Ability to communicate with confidence and credibility.
- Ability to prioritise and coordinate with colleagues across the company.
- Take accountability to resolve issues with a calm and logical approach and do your utmost to resolve issues in a timely manner whilst always remaining professional.
- Excellent attention to detail.
- Comfortable working in a fast-paced environment with changing business and customer needs; where you see ambiguity as an opportunity to develop your skills, refine the way we work and to make a difference in a growing business.
- Experience with CRM / Customer support tools (e.g. Zendesk) would be advantageous.
Benefits
- 25 days Holiday per year (increasing by 1 day per years' service, up to 30 days) + Bank Holidays
- Hybrid working arrangements - minimum 2 days in the office, Tuesday - Thursday
- Contributory pension scheme
- Enhanced Parental leave
- Cycle to Work Scheme
- Private Medical Insurance with AXA
- Unlimited access to therapy sessions through our partner, Oliva
- Discounted Gym membership through Gympass
- Financial Coaching with Octopus Wealth
- 2 days of volunteering leave per year
- Sabbatical after 5 years' service
- Reduced Nursery fees with salary sacrifice scheme YellowNest
- Life Assurance - MetLife (UK employees only)
- Ongoing Learning and Development to support you reach your career goals
Vitesse at our best - our values
The Vitesse values are a true reflection of what it takes to thrive in our business, so it's important to us that any employee who joins our business is aligned with these 3 attributes
Confident Humility
We don't do ego and we know that unless we all win, none of us win. We admit when we're wrong, ask for help and always think about the wider business before ourselves.
Driven to Succeed
We see the opportunity ahead of us and we won't stop until we fulfil the potential we know we have. We hold ourselves to high standards and deliver high quality outcomes for Vitesse and our customers.
Tenacious Responsibility
We take ownership for our actions and decisions, and face into the challenges that come our way. We are committed to seeing things through to completion, even in the face of adversity.
We are an Equal Opportunity Employer We are committed to creating an inclusive environment that enables everyone to perform at their best, where we recognise the rights of all individuals to mutual respect and where there is an unbiased acceptance of others. Our policies and practices aim to promote an environment that is free from all forms of Unfair discrimination and values the diversity of all people. At the heart of our policy, we seek to treat people fairly and with dignity and respect. Please confirm if selected for an interview, what interview adjustments you would need? You can contact Clara Moretti-Greene on clara.moretti-greene@vitesse.io or in her absence contact our People Team PeopleTeam@vitessepsp.com.
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Customer Support Executive - (6 Month FTC) in London employer: Vitesse
Vitesse is an exceptional employer that fosters a collaborative and innovative work culture in the heart of London. With a strong emphasis on employee growth, you will have the opportunity to lead cutting-edge projects at the intersection of design and AI, while benefiting from a supportive environment that encourages creativity and professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Executive - (6 Month FTC) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Vitesse. 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 Vitesse 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 Support Executive - (6 Month FTC) in London
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 Vitesse:Your cover letter is your chance to shine! Tell us why you want to work at Vitesse 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 Vitesse!
How to prepare for a job interview at Vitesse
✨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.
