SME Customer Success Advisor

<h4>About the role </h4><p><span>As a SME Customer Success Advisor at Superscript, you will play a pivotal role in shaping and delivering an outstanding customer experience within a fast-paced SME insurance environment.</span></p><p><span>This is a hands-on position suited to a customer success professional who thrives on problem solving, continuous improvement, and customer advocacy.</span></p><p><span>You will be responsible for managing complex customer interactions, resolving escalated issues, and ensuring seamless service delivery. Working closely with a collaborative team of customer success executives you will help maintain high service standards while contributing to the evolution of customer service strategy, processes, and performance.</span></p><h4>What you'll get up to: </h4><ul><li><p><span>Manage escalated customer enquiries, complaints, and complex cases with professionalism and urgency.</span></p></li><li><p><span>Identify root causes of customer issues and implement effective, long term solutions.</span></p></li><li><p><span>Collaborate cross functionally with underwriting, operations, and other teams to resolve customer challenges.</span></p></li><li><p><span>Provide hands-on support during peak periods or team absence to ensure SLAs and customer experience standards are consistently met.</span></p></li><li><p><span>Analyse existing customer service processes to identify inefficiencies and improvement opportunities.</span></p></li><li><p><span>Design and implement workflow enhancements to optimise service delivery and reduce response times.</span></p></li><li><p><span>Leverage data, KPIs, and customer insights to drive continuous improvement initiatives.</span></p></li><li><p><span>Contribute to the development of scalable customer success strategies aligned with business growth.</span></p></li><li><p><span>Ensure all customer interactions comply with company policies, FCA regulations, and industry standards.</span></p></li><li><p><span>Monitor service quality and adherence to internal guidelines, implementing corrective actions where required.</span></p></li><li><p><span>Stay up to date with changes in insurance regulations, products, and best practices.</span></p></li><li><p><span>Promote a culture of continuous learning, accountability, and customer-centricity.</span></p></li><li><p><span>Respond promptly to inquiries and leads generated through various channels.</span></p></li><li><p><span>Listen to client needs and provide information on available insurance products.</span></p></li><li><p><span>Conduct thorough needs assessments to understand potential clients' insurance requirements.</span></p></li><li><p><span>Provide clear and concise information about our insurance products and services.</span></p></li><li><p><span>Guide clients through the process, ensuring a seamless onboarding experience.</span></p></li><li><p><span>Utilise effective sales techniques to negotiate terms and close deals.</span></p></li><li><p><span>Overcome objections and address concerns to secure new business.</span></p></li><li><p><span>Meet or exceed monthly and quarterly sales targets.</span></p></li><li><p><span>Manage and update the outbound sales pipeline to track progress and prioritise follow-ups.</span></p></li></ul><h4>About you:</h4><ul><li><p><span>Proven experience in a Customer Success, Customer Service, or Client Support role, ideally within insurance or a regulated industry.</span></p></li><li><p><span>Strong understanding of insurance products, policies, and regulatory frameworks (preferred).</span></p></li><li><p><span>Demonstrated ability to manage complex customer issues and escalations effectively.</span></p></li><li><p><span>Excellent communication and interpersonal skills, with a customer first mindset.</span></p></li><li><p><span>Analytical thinker with experience using data to drive decisions and process improvements.</span></p></li><li><p><span>Comfortable working with multiple systems and adapting to new technologies.</span></p></li><li><p><span>Ability to influence, support, and motivate peers within a small team environment.</span></p></li><li><p><span>Highly organised with strong attention to detail and a proactive approach.</span></p></li></ul><h4>In return, we offer you: </h4><ul><li><p>A competitive salary and the ability to grow your career</p></li><li><p>25 days holiday - so there’s plenty of time for work, rest and play </p></li><li><p>Hybrid way of working for the perfect work / life balance </p></li><li><p>Vitality private health and dental insurance </p></li><li><p>Added benefits including competitive pension and salary sacrifice </p></li><li><p>Access to financial wellbeing platform Mintago</p></li><li><p>Full access to <a target="_blank" href="https://www.google.com/url?q=https%3A%2F%2Fwww.spill.chat%2F&sa=D&sntz=1&usg=AOvVaw3PYtHmgl1U1x1PlF7Ek3L2"><strong>Spill</strong></a>, our mental health platform </p></li><li><p>Cycle to work scheme </p></li><li><p>Fun and modern office environment with regular team social events </p></li><li><p>Glasgow City Centre location </p></li></ul>