Job Description

Responsibilities:

• Uploading claims correspondence and claim forms received onto the claims system, responding to customers’ written requests for claim forms or enquiries into the progress of their claims, and their general enquiries
• Keeping the customer informed of progress at all times both verbally and in writing via email, SMS or letter
• Taking inbound calls from customers, veterinary practices and third parties
• Assisting policyholders’ with general queries over the telephone
• Taking new claim request calls and registering claims over the phone
• Generally assisting with administration tasks to support the claims handlers
• Identifying potentially fraudulent claims and following the agreed processes for referral
• Ensuring system records are kept up to date and that claim activity is recorded accurately via system notes.
• Adhering to legal requirements, industry regulations and quality standards set by the company.

Benefits:

• £16,700 circa per annum with annual bonus scheme
• Role can support home-working, but there will also be a requirement to come into the office
• Professional qualifications available, such as FIT/CII
• 25 days annual leave + bank holidays
• 7.5% minimum employer pension contribution to maximum of 9% (employee required to contribute minimum 1.5%)
• 1 x eye care voucher per year and 1x flu vaccination per year
• Access to discounted retail vouchers and gym memberships

Additional pay:

• Bonus scheme

Benefits:

• Company pension
• Gym membership
• On-site parking
• Store discounts
• Wellness programmes
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday
• No weekends

Experience:

• customer service: 1 year (Preferred)

Education:

• GCSE or equivalent (Preferred)

Job Duties:

• Answer incoming customer inquiries
• Stay up-to-date on new products, services, and policies
• Collect and report customer feedback to ensure that best practice is recognised and maintained
• Engage with customers in a friendly and professional manner while actively listening to their concerns
• Offer support and solutions to customers in accordance with the company's customer service policies
• Other duties as requested

Work remotely:

• Yes, temporarily due to COVID-19

Required Knowledge, Skills, and Abilities

Excellent telephone manner, customer service skills & administration skills. Strong verbal and written communication skills. Able to prioritise workloads and meet deadlines. Must have customer service experience. Trustworthy and reliable. High attention to detail. Computer literate and excellent administration skills. Respect for customer and business confidentiality. Flexible and has a high standard of personal motivation and initiative.