Policy Technician

About Us

Pinnacle Pet UK is a Top 5 UK Pet insurer with a clear ambition to be the leading Pet healthcare and insurance services partner in the UK. We are part of the Pinnacle Pet Group (PPG) – a pan European fully integrated pet insurance and health services platform which was set up as a joint venture between JAB Holding Company and BNP Paribas Cardif. PPG's ambition is to create the leading pet insurance and health services platform globally. Over the last two years, through the success of our partnership strategy, which includes Sainsbury's Bank, PDSA and Post Office, we’ve doubled the size of our business. We have ambitious growth plans through UK and European partnerships, and own brand and a clear vision for the development of our customer and partner proposition.

Not only do we have big ambitions for innovation, customer experience and growth, we also pride ourselves on being a great place to work. We know not everyone works best confined to the four walls of the office, which is why we embrace hybrid working. Our teams come together to collaborate in the office when needed, but we also have the space and the freedom to work from home. We believe people should have the best of both worlds to foster creativity, social connections, shared learning autonomy and productivity. It helps support a good work-life balance, and it’s the way we want to be.

We are an equal opportunities employer, committed to eliminating discrimination in the workplace and to promoting equal opportunities for all staff. We are proud of our diversity, which is one of our core strengths. We want all of our people to thrive in an environment where bringing a different perspective is welcomed. We reflect the broad diversity of the customers we serve and we embrace an inclusive working environment.

If you want to work as part of a team, building and delivering something exceptional which will make a difference to pet owners and their pets and if you want to have fun in the process, we would love to hear from you.

The role is responsible for liaising with customers in respect to all forms of queries either by telephone, email or letter. Updating excel spreadsheets for new address details, updating internal systems, other adhoc administration duties.

Key Responsibilities

• Actioning Returned post requirements
• Amending policies and cancellations
• Reviewing and updating simple reports
• Responding to customer emails
• Helping the team when needed with additional Policy related enquiries
• Outbound calling to customers and clients
• Dealing with various reports
• Promoting a positive image of Pinnacle Pet Group to customers and clients
• Responding to changing priorities and ensuring tasks are completed quickly and efficiently
• Maintaining an acceptable level of attendance, punctuality and general time-keeping
• Department interactions to resolve policy related issues
• Identify and escalate to line manager any risks associated with both the department and the wider business
• To act to deliver good outcomes for retail customers whilst delivering a higher standard of customer care and enabling consumers to make effective decisions in their interests

Successful Candidates Will Have

Essential

• Previous administration experience
• Telephony experience
• Sound experience working towards productivity levels
• Good attention to detail
• The ability to communicate effectively written and verbal
• Self motivated
• The ability to use own initiative
• The ability to work as part of a team
• PC literate
• Excellent data entry skills

Desirable

• Previous customer service experience
• Finance or Insurance industry experience