CRD Team Leader

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 focused 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.

The main function of this role is to manage the operational/people aspect of CRD, ensuring all actions are delivering good customer outcomes and are compliant with relevant regulatory requirements, in particular FCA Disp rules and the Consumer Duty. This includes, but is not limited to, the management of the work undertaken daily, ensuring service levels are achieved and ensuring quality is monitored and controlled. The role includes staff development (1-2-1s, annual reviews, training, performance management etc). The role will contribute operationally towards any new launch/relaunch requirements within the CRD team, including customer communications and testing.

Key Responsibilities

• Managing workloads and maintaining working practices, in respect of complaint handling, to ensure good customer outcomes are achieved, regulatory breaches are avoided, client SLAs and departmental objectives are met.
• Management of the CRD Complaint handlers (i.e. development, training, reviews, performance management etc).
• Promote and support the continued delivery of good customer outcomes across the business for all customers, with a flexible approach for those with characteristics of vulnerability.
• To handle escalated customer complaints promptly, responding to the needs of customers, whilst ensuring resolution by liaising with the person insured, client or relevant internal departments and third parties.
• Monitor and report on any issues that are, or could be, occurring within their area of responsibility, that could impact our customers or the company or are likely to require attention by the company through the use of all tools at their disposal, including management information.
• To provide management information on their area of responsibility as required.
• Responding to changing priorities and achieving tasks quickly and efficiently.
• To provide operational support to other areas of the business, as required, regarding the handling of complaints e.g. Operational teams.
• Fulfilling the necessary training in order to comply with the IDD requirements.
• Taking an active role as a team member, including supporting other team members and demonstrating a flexible and positive approach to changing requirements of the workplace.
• Seeking to achieve and exceed individual and team targets.
• Promote a positive image of Pinnacle Pet Group and client companies.
• Maintaining an acceptable level of attendance, punctuality and general timekeeping and acting as a role model to colleagues.
• Ensuring all company procedures are followed.
• Following company regulations on Health and Safety and assisting in maintaining a safe and tidy working environment.
• Other Ad-Hoc duties as delegated by Senior managers from time to time.

Successful Candidates Will Have

• Previous supervisory/team leader experience
• Finance or Insurance industry experience
• Previous experience of monitoring and interpreting MI
• The ability to draft complex response letters on behalf of the business
• The ability to communicate effectively at all levels
• An Intermediate level Excel and Word

Essential

• Previous supervisory/team leader experience
• Finance or Insurance industry experience
• Complaints handling experience
• Previous experience of monitoring and interpreting MI
• Previous customer service experience
• The ability to draft complex response letters on behalf of the business
• The ability to communicate effectively at all levels
• An Intermediate level Excel and Word

Desirable

• Formal complaints handling experience

Required Qualifications

Essential

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