Customer Support Executive

Vitesse; London; Hybrid; GBP 28,000 - 38,000; Full time

Job summary

Vitesse is seeking a Customer Support Executive to be the key point of contact for clients, helping to resolve queries and ensure timely claims payments. This role requires exceptional interpersonal skills, a can-do attitude, and the ability to thrive in a fast-paced environment while maintaining strong customer relationships. You will contribute to a dynamic team culture focused on continuous improvement and customer satisfaction.

Benefits

25 days Holiday per year

Hybrid working arrangements

Contributory pension scheme

Private Medical Insurance

Unlimited access to therapy sessions

Discounted Gym membership

Ongoing Learning and Development

Qualifications

• Experience in a customer facing role.
• Ability to communicate with confidence and credibility.
• Excellent attention to detail.

Responsibilities

• Resolving customer issues efficiently across all support channels adhering to SLAs.
• Build and maintain strong customer relationships through proactive engagement.
• Work with colleagues to efficiently meet all customer needs.

Skills

Interpersonal skills

Attention to detail

Problem-solving

Communication

Tools

CRM / Customer support tools

Job description

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 [e-mail] or in her absence contact our People Team [e-mail].