Pet Claims Trainer

Our Mission

Happy, healthy pets, make for happy, healthy people.

We aim to strengthen the unique bond between pets and their parents through our innovative products and services, enabled by brilliant colleagues who embody our values of performance, exploration, togetherness, and sustainability.

Our Journey

In 2016 we set out to focus entirely on pet insurance with pets and families at the centre of our business strategy and in 2017 launched a new brand, EveryPaw.

To offer our customers a choice of insurance options for their pets, we also focussed on finding the right partners to support our growth ambition and our first big partnerships with Sainsbury and Argos, went live in 2019.

Many talented colleagues have joined us, and we now partner with a number of fantastic brands across the retail, charity and financial services sectors. We’ve developed new capabilities, new platforms and new services specifically for our partners to achieve the best customer experience. Over the last 6 years, the number of pet parents we support has grown five-fold to over half a million in 2023. Together we’ve built the leading Pet Partnership business in the UK and are proud to support and engage pet parents every day to ensure happy and healthy pets.

Our ambition

We’re delivering long-term success and growth through empowerment and strong collaboration focusing on our two own brands; EveryPaw and Pet Protect and building great relationships with our partners to provide market leading products, innovative new services, simplicity and a great customer experience. Our goal is to support over 1 million pet parents by the end of 2026.

Pinnacle Pet UK provides great opportunities for those who love pets, want to learn, be challenged and develop. As a team, we are focused on performance and great customer outcomes. We support each other to achieve our individual and collective goals and have a culture where everyone can be authentic, diverse and innovative and truly be the best version of themselves supporting what we do best – pets.

We are currently looking for a Pet Claims Trainer to join our Pets team within our busy Claims department. The main responsibilities of the role include processing new and continuing pet claims and communicating with third parties such as veterinary practices as well as handling inbound and outbound phone calls and general administration within the department. This role will also require the individual to design and maintain training materials for new starters and existing members of staff and organise their training until they are a fully competent member of the team. The role will involve auditing new staff members until they have met the required standard set as well as providing feedback / coaching.

Key Responsibilities

• Processing new and continuing claims and dealing with all correspondence
• Answering all calls promptly in an enthusiastic, courteous and efficient manner
• Identifying and responding to the needs of customers, resolving queries where possible or passing effectively to Veterinary Technical Advisor\’s or the Management team
• Applying detailed, up-to-date knowledge of products and procedures
• Promoting a positive image of Pinnacle Pet Group and client companies
• Inputting all data and completing all related paperwork accurately
• Designing and maintaining training materials
• Organise and train new and existing members of staff where needed
• Provide training for Pet Claims Team when required, including one to one coaching as applicable
• Assist with auditing trainees
• Identify any risks to the department or business. To report any findings to your Line Manager or a member of the Management team at the earliest opportunity so that action can be taken & detriment minimised.

Successful Candidates Will Have

• Sound experience of working towards targets and service standards
• Ability to work to deadlines
• Ability to prioritise own workload
• A flexible and positive attitude
• Excellent telephone manner
• The ability to communicate effectively
• Excellent attention to detail
• PC literate
• Finance or Insurance industry experience, ideally claims background
• Experience of working in a regulated environment
• Veterinary Knowledge
• Training/Coaching Experience

Essential

• Previous decision making experience
• Previous customer service experience
• Sound experience of working towards targets and service standards
• Ability to work to deadlines
• Ability to prioritise own workload
• A flexible and positive attitude
• Excellent telephone manner
• The ability to communicate effectively
• Proven letter writing skills
• Excellent attention to detail
• PC literate

Desirable

• Finance or Insurance industry experience, ideally claims background
• Experience of working in a regulated environment
• Veterinary Knowledge
• Training/Coaching Experience

Required Qualifications:
Essential

• GCSE’s passes A-C or equivalent, including Maths and English

Desirable

• A Levels, or equivalent, in Maths and English
• Microsoft Word and Excel (basic level)

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