Fleet Success Manager

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

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.