Customer Success Associate

Flock; Greater London; On-site; GBP 40,000 - 60,000; Full time

Benefits offered by this job

25 days of holiday (+ Bank Holidays)

Share Incentive Plan

Workplace Pension

Private Medical Insurance (including 3

Job summary

Flock in Greater London is hiring a Customer Success professional to own a fleet customer book from onboarding to renewal, ensuring ongoing engagement and value from data insights.

You will handle inbound policy queries, run quarterly reviews with fleet managers and brokers, and coordinate safety interventions with telematics data, while using AI tools to inform actions and drive improvements.

Qualifications

• 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

Responsibilities

• 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

Skills

Customer service

Customer success

Account management

Written communication

Verbal communication

Proactive

AI tools

Job description

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.