Job Description

Starting salary of 25,500


Hours - Mon to Fri between 8-6


Harrogate based


Hybrid - 2 days per week in the office


D o you have Claims experience or worked in the Veterinary sector? If so this role could be just for you.


In this role, you will be responsible for processing pet insurance claims, supporting our clients through the claims journey, and ensuring a high standard of customer service.


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 between 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, Technical Lead 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, Technical Lead and Account Executives with ongoing scheme and service development. Compile comprehensive, thorough and detailed letters to both policyholders and veterinary practices alike. To accurately assess pet claims, identify underwriting ambiguities and create request for change documents accordingly; this is in order to reduce complaints/ dissatisfied customers and any loss of business. To work alongside the Manager, Technical Lead 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.

Summary of Skills

Behavioural

Able to work under pressure. Able to overcome objections, barriers and can deal with constructive criticism well. Acts with integrity. Approachable and Efficient. Assertive and confident. Can work either independently or collaboratively. Demonstrates the utmost professionalism towards both colleagues and management at all times. Flexible and organised. Good attention to detail. Good attitude to both learning and self-development. Good level of attendance and Punctual. Good level of oral communication. Good customer service skills. Integrates well into team situations and promotes teamwork. Patient. Takes accountability for their actions.

Technical

Good computer skills. Good written communication and letter writing skills. A basic to fair knowledge of veterinary conditions and certain medications is an advantage. Good to comprehensive business and insurance product knowledge is an advantage. Is able to prioritise workload in order of importance and to multi-task if required.

Why Join Us?

Competitive salary and benefits package Flexible working and holiday options Pension, enhanced parental leave, and life insurance Discounts on technology, travel, and leisure Learning and development opportunities 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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