Customer Support Executive - 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 Fin Tech 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 including

Lloyd'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

• 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.

• 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 Yellow Nest
• Life Assurance - Met Life (UK employees only)
• Ongoing Learning and Development to support you reach your career goals