Pet Claims & Customer Care Advisor

Pet Claims & Customer Care Advisor

Are you customer service driven and looking for that next step in your career? We have a great opportunity to join our team in Harrogate.

1. To provide a market leading standard of customer service.
2. To treat customers fairly in line with FCA requirements.
3. To understand general insurance procedures and take the appropriate action required.
4. To adapt to varying levels of work volumes and be able to work effectively under pressure.
5. To demonstrate resilience by maintaining drive and enthusiasm when faced with setbacks.
6. Assist in compiling both statistics and spreadsheets for the purpose of MI.
7. To empathise with customers following a pet injury/illness.
8. To maximise the profit of the business through effective call handling and working to agreed KPIs and performance targets.
9. To work flexibly to support the business needs.
10. To successfully handle difficult and contentious calls with customers; this includes being the first point of call when customers wish to raise complaints and to discuss their desired outcome. This is to ensure we are handling calls effectively, managing complaints fairly and within regulatory guidelines.
11. To identify fraudulent claims / claimants and to refer to the Team Leader and/ or Manager for advice and action.
12. To assist with Pet Customer Care and Administrative tasks and be able to adapt to differing work types quickly and effectively.
13. To handle all aspects of the job efficiently; this then creates a good impression to colleagues, Management, Business partners and customers alike.
14. To effectively explain policy limitations to our policyholders, whilst providing excellent customer care.
15. Support the Manager, Team Leader and Account Executives with ongoing service development.
16. Compile comprehensive, thorough and detailed letters and emails to both policyholders and third parties alike.
17. To be able to identify underwriting ambiguities and create request for change documents accordingly; this is in order to reduce complaints/ dissatisfied customers and any loss of business.
18. To work alongside the Manager and Team Leader by liaising with our panel of external suppliers (e.g. Veterinary Practices and Insurers) in order to ensure the continual smooth management of the whole claims process.

Why Join Us?

1. Competitive salary and benefits package
2. Flexible working and holiday options
3. Pension, enhanced parental leave, and life insurance
4. Discounts on technology, travel, and leisure
5. Learning and development opportunities
6. Volunteering and charity support days

Join a company that values innovation, growth, and its people. Apply now to take the next step in your career.

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REF-220 746