Pet Claims & Customer Care Advisor

pib Group; Harrogate; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated Pet Claims & Customer Care Advisor to join their team in Harrogate. This role offers the chance to provide exceptional customer service while managing claims and assisting clients during difficult times. You'll be the first point of contact for customer complaints, ensuring effective resolution and maintaining high standards of care. The company values innovation and growth, offering a competitive salary and a comprehensive benefits package, including flexible working options and development opportunities. If you're ready to take the next step in your career, this is the perfect opportunity for you.

Benefits

Competitive salary and benefits package

Flexible working and holiday options

Pension

Enhanced parental leave

Life insurance

Discounts on technology, travel, and leisure

Learning and development opportunities

Volunteering and charity support days

Qualifications

• Strong customer service skills with a focus on empathy and understanding.
• Ability to handle difficult calls and manage complaints effectively.

Responsibilities

• Provide market-leading customer service and handle complaints fairly.
• Maximize business profit through effective call handling and KPI management.
• Assist with administrative tasks and compile detailed communications.

Skills

Customer Service

Resilience

Communication Skills

Problem Solving

Attention to Detail

Job description

Job Description

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.

• 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 assist with Pet Customer Care and Administrative tasks and be able to adapt to differing work types quickly and effectively.
• 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.
• 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?

• 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.