The Role:
We have an exciting opportunity for a Pet Claims & Customer Care Advisor to join our team who will provide an efficient and professional service to assist our customers when making a pet insurance claim and assist the pet assessment team in requesting information from both veterinary practices and policyholders.
The successful candidate will come from a background of providing the very best customer service with the ability to empathise with customers in high-pressure situations.
At Jigsaw, part of the PIB Group we work hard to ensure our culture is collaborative, social, energetic and fun, providing the best possible environment for creativity and enjoyment when working from the office. Investing in the development of our people and their wellbeing is of the utmost importance to us, we want to support you and help you achieve your career aspirations. Our Pet Claims Advisors work 37.5 hours a week on a rotational basis between 8am and 6pm Monday to Friday.
Responsibilities:
1. To empathise with customers following a pet injury/illness.
2. To maximise the profit of the business through effective call handling and working to agreed KPIs and performance targets.
3. To work flexibly to support the business needs.
4. 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.
5. To identify fraudulent claims/claimants and to refer to the Team Leader and/or Manager for advice and action.
6. To effectively explain policy limitations to our policyholders, whilst providing excellent customer care.
7. Support the Manager, Team Leader and Account Executives with ongoing service development.
8. Compile comprehensive, thorough and detailed letters and emails to both policyholders and third parties alike.
9. 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.
10. 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.
Experience:
1. A basic to fair knowledge of veterinary conditions and certain medications is an advantage.
2. Good computer skills.
3. Good written communication and letter writing skills.
4. Good to comprehensive business and insurance product knowledge is an advantage.
5. Able to work under pressure.
6. Able to overcome objections, barriers and can deal with constructive criticism well.
7. Good attention to detail.
8. Good level of oral communication.
Further information:
As well as a competitive salary we offer the following benefits:
1. Competitive holiday allowance with the annual option to buy additional days.
2. Death in Service benefit of x4 salary.
3. Company pension scheme.
4. Enhanced maternity and paternity leave packages.
5. A flexible benefits package which allows you to add additional benefits to your overall package.
6. Our benefits portal offers discounts on technology & electronics, cinemas, restaurants, days out, mortgage advice, travel and many more.
7. Referral schemes.
8. Discounted rates on PIB products.
9. We offer a first-class employee benefits and welfare package to support our employees with financial management, cycle to work scheme, counselling support, health screening, will writing, menopause support, books, stopping smoking and much more.
10. If supporting the local community, engaging with charities and having the opportunity to ‘give something back’ interests you, you have the opportunity to take an extra day to support this with a Volunteering Day.
11. We also offer a wide range of discounts including a kids pass – giving you discount to over 4500 attractions and activities, discounts at hairdressers and beauticians, climate change projects with lots of other options to choose.
12. PIB has a comprehensive learning & development framework, including professional study options and apprenticeships which are available to all employees, and which will support your career development.
13. Being a part of our PIB Community Trust, we support fundraising where you can apply for grants from PIB Group towards your chosen charity.
14. PIB Group are committed to improving their environmental impact in a responsible way. From the individual actions that our colleagues take every day through to installing the right facilities across our premises, there are many measures in place to help reduce PIB’s carbon footprint.
We are proud of our success and growth and have been recognised for many industry awards across our business. If you wish to work for a company that truly puts people at the heart of their organisation, then we would love to hear from you. PIB operates a flexible working policy, and our management teams will talk to you about how that would meet both your flexible working needs and those of the business and role you are applying for. We would love to hear from you if you want to hear more about opportunities in PIB.
We are an equal opportunities employer, committed to hiring a diverse and inclusive workforce. We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation or any other characteristic protected by law.
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