Job Description

Location : Harrogate, UK Job Advert

Jigsaw has a fantastic opportunity for an enthusiastic Pet Claims Adviser to join their newly renovated and stylish head office in Harrogate town centre. Working closely with your team and providing excellent levels of customer service, strong verbal and written communication skills are required, as well as a desire to join a fast growing, energetic and modern business who invest in the development and wellbeing of all colleagues.

Purpose of role:

To provide an efficient and professional service to assist our customers when making a pet insurance claim. This includes adhering to and achieving the SLA\xe2\x80\x99s set by the business.

To assist the pet assessment team in requesting information from both veterinary practices and policyholders.

To deal with administrative work regarding claims

To provide support to the Team Leader & Manager where required; including identifying commercial opportunities.

To assist with the handling of breakdown calls during periods of high call volumes.

Summary of Key Responsibilities:

To provide a market leading standard of customer service.

To treat customers fairly in line with FCA requirements.

To understand general insurance procedures and take the appropriate action required.

To adapt to varying levels of work volumes and be able to work effectively under pressure.

To demonstrate resilience by maintaining drive and enthusiasm when faced with setbacks.

Assist in compiling both statistics and spreadsheets for the purpose of MI.

To empathise with customers following a pet injury/illness.

To maximise the profit of the business through effective call handling and working to agreed KPIs and performance targets.

To work flexibly to support the business needs.

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.

To identify fraudulent claims / claimants and to refer to the Team Leader and/ or Manager for advice and action.

To handle all aspects of the job efficiently; this then creates a good impression to colleagues, Management, Business partners and customers alike.

To effectively explain policy limitations to our policyholders, whilst providing excellent customer care.

Support the Manager, Team Leader and Account Executives with ongoing service development.

Compile comprehensive, thorough and detailed letters and emails to both policyholders and third parties alike.

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.

Desired Technical Skills

Is able to prioritise workload in order of importance and to multi-task if required.

A basic fair knowledge of veterinary conditions and certain medications is an advantage.

Good computer skills

Good written communication and letter writing skills

Good to comprehensive business and insurance product knowledge is an advantage

Qualifications (Educational & Professional)

GCSE level Maths & English minimum.

PC literate. Working knowledge of Microsoft Word and Excel.

Hours 35
Job Type Full time
Contract Type Permanent
Salary \xc2\xa323,400

PIB Group