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For Companies At a Glance
- Tasks: Manage and process pet insurance claims with empathy and efficiency.
- Company: Join ManyPets, a fun-loving company dedicated to improving the lives of pets and their owners.
- Benefits: Enjoy flexible working options, top-notch tech support, and a vibrant team culture.
- Why this job: Make a real impact on pet wellbeing while developing your skills in a supportive environment.
- Qualifications: No specific experience required; just bring your positive attitude and willingness to learn!
- Other info: Work remotely with a distraction-free setup and receive ongoing training and support.
The predicted salary is between 30000 - 42000 £ per year.
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.
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.
Claims Handler
A day in the life
As a Claims Handler at ManyPets, your responsibilities are to oversee the claims process for customers. You will manage and handle claims from initial notification through to final settlement, validating policy cover and the claim. You’ll ensure requests are handled properly, dealt with at pace, and with plenty of empathy.
You will also carry out investigations to ensure all relevant documents and information have been evaluated prior to the decision on the claim. You’ll also make sure our service and compliance standards are met – and our own financial and operational targets are achieved. You will also manage vet or customer calls relating to the claims process.
Leveraging your attention to detail, you\’ll meticulously record customer interactions on our systems capturing all the details required and follow up on associated tasks until they’re resolved. Liaising with our internal teams, you\’ll gather information to address complaints effectively while adhering to regulatory customer handling requirements.
Core deliverables
- Claims champion: responsible for validating and processing claims efficiently – and to agreed timelines.
- Positive approach: Approach customer interactions with a positive attitude and provide clear updates via phone and email.
- Team collaboration: Work closely with other teams to ensure timely resolution of queries and serve as a point of contact for internal colleagues.
- Organisation skills: Control our claims spend and ensure accurate admin and data is captured.
- Communication skills: Communicate effectively with customers and internal teams, ensuring best outcomes for both.
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.
Positive Approach
- Maintain a positive attitude, even in stressful situations, to contribute to the customer experience that will foster loyalty.
- Remain patient and show empathy towards customers, especially in challenging situations about their claim, to build rapport and trust.
- Complete payment authorisations and quality assessments as needed.
- Regularly track and evaluate your progress towards goals, adjusting as necessary to stay on track.
- Actively acquire knowledge of regulatory procedures, our products, and services to provide accurate information and assist customers effectively.
- Learn and implement new regulatory procedures. Identify and contribute feedback to the design and implementation of our internal processes and systems, to help improve customer experience.
Team Collaboration
- Actively seek feedback, learn from experiences, and strive to enhance your skills and knowledge to improve customer service delivery.
- Play an active part in the development and training of your colleagues, ensuring the wider team has the best cross-functional coverage.
- Recommend suggestions to your Team Leader to make sure we\’re efficient, effective, and providing high-quality service, while keeping costs in mind.
- Identify and contribute feedback to the design and implementation of our internal processes and systems, to help improve customer experience and financial controls.
- Work on your own skills and performance to keep getting better at your job.
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.
What success looks like
- You will consistently aim to receive positive feedback from customers, earn high ratings, and foster repeat business through your exceptional claims handling support.
- You meet your targets and have consistent performance against agreed metrics.
- You successfully resolve claims queries and issues within agreed-upon timeframes, showcasing your efficiency and effectiveness in addressing customer needs promptly.
- You will demonstrate clear and effective communication with customers, colleagues, and other teams, leading to improved problem-solving, fewer misunderstandings, and smoother collaboration.
- You provide accurate information, deliver quality solutions, and offer helpful assistance to customers, ensuring their needs are met and building trust in the company\’s products or services.
- You consistently meet or exceed service level agreements (SLAs) and adhere to established procedures, showcasing your reliability, professionalism, and compliance with organisational standards.
- You build positive relationships with colleagues, contribute to a supportive team environment, and collaborate effectively with other departments, fostering productivity and enhancing your overall success in the role.
- You actively seek feedback, learn from experiences, and implement improvements in processes, procedures, and customer service practices to drive ongoing growth and development in your role.
- You actively look to improve your awareness of regulatory changes or process improvements.
Ways of working
On a typical day you’ll be working from a laptop with a screen, mouse, keyboard, and headset. You’ll be meeting your colleagues on Zoom and keeping in touch regularly via email and Slack too – we’d expect you to be using your computer for around seven hours a day. We’d ask that you have a distraction-free work area and a reliable internet connection with a speed of 25Mbps so you can work effectively. We’ll make sure you have the right home set-up that supports you in the role by providing best-in-class technology, money towards a desk, and vision support.
Inclusion at ManyPets
We promise to give you the same opportunities as everyone else and we won’t discriminate against you at any point in the process. This includes how we source talent, our interview process, our conditions of employment (including pay) and feedback. If you\’d like to read more about this, please download our Approach to Inclusion policy.
Reasonable adjustments and support
If you need any help, support, or advice at any point during the hiring process please email Inclusion@ManyPets.com. If you want to ask any questions or request an adjustment, please let us know and we\’ll do what we can to flex our approach.
Connect with us!
LinkedIn | Glassdoor | Indeed | FeeFo | Trustpilot | YouTube | Instagram | Facebook | Twitter | TikTok |
Seniority level
-
Seniority level
Not Applicable
Employment type
-
Employment type
Full-time
Job function
-
Industries
Food and Beverage Services
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Claims Handler employer: Bought By Many Ltd
Contact Detail:
Bought By Many Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Claims Handler
✨Tip Number 1
Familiarise yourself with the pet insurance industry and ManyPets' specific policies. Understanding the nuances of pet health benefits and common claims can give you an edge in discussions during interviews.
✨Tip Number 2
Showcase your empathy and communication skills in any interactions you have with the company. Whether it's through networking or during the interview process, demonstrating your ability to connect with customers will highlight your suitability for the role.
✨Tip Number 3
Prepare examples of how you've handled claims or customer service situations in the past. Being able to discuss specific instances where you resolved issues or improved processes will illustrate your problem-solving abilities.
✨Tip Number 4
Engage with ManyPets on social media platforms. This not only shows your interest in the company but also helps you understand their culture and values, which you can reference in your conversations during the hiring process.
We think you need these skills to ace Claims Handler
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Claims Handler. Highlight your ability to manage claims efficiently and your experience in customer service, as these are key aspects of the role.
Tailor Your CV: Customise your CV to reflect the skills and experiences that align with the job description. Emphasise your attention to detail, communication skills, and any relevant experience in handling claims or working in a customer-focused environment.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for pets and your understanding of ManyPets' mission. Use specific examples from your past experiences to demonstrate how you can contribute positively to their team.
Showcase Your Soft Skills: In your application, highlight your soft skills such as empathy, patience, and problem-solving abilities. These are crucial for a Claims Handler, especially when dealing with customers in potentially stressful situations.
How to prepare for a job interview at Bought By Many Ltd
✨Show Your Passion for Pets
Since ManyPets is all about making the world better for pets, express your love for animals during the interview. Share personal stories or experiences that highlight your passion for pets and how it aligns with the company's mission.
✨Demonstrate Empathy and Communication Skills
As a Claims Handler, you'll need to handle sensitive situations with care. Prepare examples of how you've effectively communicated with customers in the past, especially in challenging scenarios. Highlight your ability to listen actively and respond empathetically.
✨Be Ready to Discuss Problem-Solving
Expect questions about how you would handle specific claims scenarios or customer complaints. Think of examples where you've successfully resolved issues, showcasing your analytical skills and attention to detail. This will demonstrate your capability to meet the role's demands.
✨Familiarise Yourself with Regulatory Standards
Understanding the regulatory environment is crucial for this role. Brush up on relevant regulations and procedures related to claims handling. Being knowledgeable will not only impress your interviewers but also show your commitment to compliance and quality service.
