ABOUT US

We love pets - which is why we’re on a mission to make the world a better place for pets and their parents. We offer pet insurance policies with generous pet health benefits that are designed with their needs in mind. We’ve helped half a million pets stay happy and healthy since 2017 - and many more customers throughout the world are joining us every day. Our company is respectful, fun-loving and passionate about pets and their wellbeing. Throughout our business you’ll meet people who think differently, aim for impact, and love to try new things. Want to join our pack? Join us. Love every moment. Love ManyPets.

SKILLS AND COMPETENCIES

• Manage and handle claims from initial notification through to final settlement, validating policy cover and the claim.
• Liaise with customers and vets (via telephone and email) to fully articulate outcomes and eligibility.
• Carry out investigations to ensure all relevant documents and information have been evaluated prior to the decision on the claim.
• Deliver to our targets and keep us in line with our service level agreements and key performance indicators.
• Analyse situations, identify issues, and find effective solutions to resolve claims queries and complaints.
• Handle complaints constructively and in line with company and Financial Conduct Authority guidelines, escalating when a solution cannot be found.
• Make sure all fraud controls and processes are followed, delivering quality at every touchpoint.

ORGANISATIONAL SKILLS

• Plan and schedule your daily activities to ensure deadlines are met and work is completed in a timely manner.
• Adhere to processes and procedures to ensure consistency and compliance with organisational and regulatory standards.
• Maintain accurate and timely records, files, and databases to ensure data integrity and compliance with our Data Protection requirements.
• Continuously maintain our systems through accurate data entry.
• Effectively allocate your time to address customer inquiries promptly so we can meet service level agreements (SLAs).
• Flexibly adjust your plans and workflows to accommodate shifting priorities or unexpected customer demand.

COMMUNICATION SKILLS

• Ensure clear, polite, and empathetic communication to understand and address the customer needs and claim support.
• Handle conflicts calmly and diplomatically, aiming for mutually beneficial resolutions to maintain positive customer relationships.
• Be flexible and adaptable to navigate diverse customer interactions and adjust your approach based on individual needs.

Please refer the Job description for details