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Flock is a fleet safety and telematics company backed by Admiral, the UK's leading motor insurer. Using AI and real-time data, Flock helps fleet customers prevent crashes and improve driver safety, paying out millions of pounds annually to fleets that demonstrate safety improvements.
In this Customer Success Associate role, you will own a portfolio of fleet customers end-to-end, from onboarding through renewal. You'll be the primary point of contact for your book of customers, responsible for keeping them engaged with their safety data and ensuring they renew in better shape than they started.
Key responsibilities include:
- Managing a portfolio of fleet customers with clear accountability for retention and satisfaction
- Handling inbound policy queries from customers and brokers via phone and email, resolving issues quickly and enabling self-service where appropriate
- Conducting quarterly business reviews with fleet managers and brokers, tracking action items and supporting broker onboarding with the Distribution team
- Delivering safety and claims interventions when telematics data flags risks, collaborating with Claims and Underwriting teams
- Working cross-functionally with Underwriting, Finance, and Product teams to investigate and resolve complex issues including policy referrals and connectivity troubleshooting
- Capturing customer feedback and proposing process improvements, automation opportunities, and self-serve enhancements
- Using Flock's AI tools daily to prepare customer insight packs, draft communications, and organize your book
The role is built around conversations enabled by telematics data—from quarterly reviews to safety interventions following risky driving spikes, alongside steady inbound support. You'll gain firsthand insight into what matters to customers and brokers, and your suggestions carry real weight in shaping how Flock operates.
REQUIREMENTS:
- Background in customer service, customer success, or account management (sector irrelevant; service quality is what matters)
- Natural rapport and genuine ability to build client relationships
- Hunger to learn and coachability; Flock will teach you insurance and telematics
- Clear written and spoken communication with ability to simplify complex concepts and present confidently to clients
- Proactive problem-solving mindset and willingness to dig for answers
- Strong organizational skills to manage a busy, varied workload with accuracy and attention to detail
- Evidence of using AI tools to work more effectively, or genuine appetite to build that habit quickly
- Desirable (not required): experience working with fleets or exposure to motor insurance
