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Job Title: Technical Lead in the Pet Claims Department
Location: Kings Hill
Working hours: Monday to Friday 9:00-17:00 (36.25 hours)
Our client is looking to grow their existing team in Pet Claims Department by taking on a Technical Lead, offering a competitive salary and a supportive environment, where self-development and improvement is encouraged and supported.
Our client is looking for bright and enthusiastic individuals, who have a passion for animal care and providing an excellent service to their customers. A Veterinary Nursing qualification is preferable, but someone who is working towards the qualification or has Pet Insurance claims handling experience would also be considered.
Based in Kings Hill, you will own a small daily volume of technical claims referred from the team or allocated directly based on value/technicality. You will be required to support the department with technical questions on claims, liaising with T&QC in relation to knowledge gaps, trends and best practice.
As well as this you will be responsible for:
Provide support when required in relation to Feefo comments for a key client, reviewing claims where 1 to 3 star feedbacks are given.
Perform root cause analysis on referred cases.
Work with the Customer Experience Manager to consider Complaint root cause analysis alongside Feefo RCA and identify customer pain points delivering recommendations for improvements.
Design and maintain pet policy summary windows and review the content regularly to ensure that it accurately reflects current practices.
Support with building a suite of standard letters/paragraphs for dealing with common replies/updates to the customers and enquiries to Vets based on the policies we handle.
Make sure that you treat all our customers with the principles of Treating Customers Fairly (TCF)
Understand how you play a part in the Customer Experience.
Provide a service to all of our customers (internal and external) that is memorable for the right reasons and builds our reputation as a great company to work for and do business with.
Doing the right thing
Make sure that everything you do fits in with the legal requirements, Insurance policies and regulatory requirements.
Be aware of threats to our organisation and customers (e.g. financial crime, fraud and money laundering).
Taking the appropriate action to minimise the impact of risks to our business (e.g. by following processes and reporting any concerns to your manager).
Treating the personal data of our customers, employees and other individuals lawfully and in accordance with the Data Protection Act 1998, and other related legislation
What would we like to see in you?
Excellent verbal and written communication skills
Ability to effectively prioritise workloads to meet deadlines
High attention to detail
Organised and methodical
Strong customer service and problem resolution skills
First class interpersonal skills, with ability to communicate with a wide range of people
Ability to develop and sustain relationships with internal and external parties.
Trustworthy and reliable
Respect for customer and business confidentiality
Strong service delivery ethic
High standard of personal motivation and initiative
Educated to Advanced Level standard or equivalent
Experience of working within a Veterinary Surgery/ a detailed knowledge of animal care OR at least two years’ experience of handling Pet Insurance claims
Interpersonnel are operating as an Employment Business for our client for this particular role. By applying you give consent for your data to be handled and processed under GDPR Legislation for the purpose of your current employment search.
We are pleased to receive a significant number of applications for most roles advertised. We are therefore unable to respond to individual applicants unless shortlisted. If you have not been contacted within four weeks of the closing date you should assume you have not been shortlisted on this occasion.
Interpersonnel is an equal opportunities employer. Our all current vacancies are on our website.