Job Description

Case Handler (Pet Insurance) - Customer Resolutions Team

We're looking for someone who wants to do the right thing for their customer and their beloved pet. If you enjoy investigating and resolving issues for people, this is the job for you! Apply today!

Role Summary

Ensuring the Company is doing the right thing for the customer and their pets, by investigating and resolving customer complaints fairly, promptly and efficiently.

Responsibilities

Investigating complaints from customers via phone, letter and email Build a strong level of rapport with customers to understand the root cause of each complaint Develop & maintain the appropriate level of technical and business knowledge to handle complaints in the most effective manner Resolving complaints within regulatory guidelines and company values Ensuring the individual circumstances of the customer are recognised and the outcome is communicated with empathy Preparing and providing the outcome in writing Systems are updated to ensure accurate records are maintained (and include any supporting documentation) Accurate recording of relevant complaint details within internal company complaint logs. Investigation Financial Ombudsman referral complaints

Experience, Qualifications & Skills

A professional individual, with the ability to empathise with the customer and a completer-finisher attitude Demonstrable complaint handling experience, preferably pet/human health, travel claims (medical assistance) or other Insurance products Knowledge of the Financial Ombudsman Service and their processes is also advantageous Strong organisational skills Good customer service skills Excellent written and verbal communication Great attention to detail Ability to multi-task Problem solving and decision-making skills Public Lability Experience in complaints FOS

Interested and want to know more? Apply today!

Job Type: Full-time

Pay: 28,500.00-30,000.00 per year

Benefits:

Company pension Referral programme
Work Location: Hybrid remote in Salisbury SP1 3TB