Complaints Handler (6 Month FTC)

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 the Role: Complaints Handler As a Complaints Handler at ManyPets, your responsibilities include managing inbound customer complaints and referrals from the wider Operations team. You will investigate regulated complaints related to our claims or customer support, make technical decisions, and escalate issues as needed. You will guide operational teams in handling complaints, use your insights to recommend improvements, and ensure compliance with DISP rules. Regular QA checks and meticulous record-keeping are essential to your role. Core Responsibilities: Handle and manage complaints efficiently within agreed timelines. Approach complaints positively, providing clear updates via phone and email. Collaborate with other teams to resolve issues and serve as a point of contact. Maintain accurate admin and data entry. Communicate effectively with customers and internal teams. Skills and Competencies: Manage complaints from initial notification to resolution, in line with DISP and FCA guidelines. Handle complaints constructively, escalating when necessary. Provide tailored outcomes considering customer needs. Conduct thorough investigations and regular QA checks. Ensure compliance with fraud controls and regulatory requirements. Additional Qualities: Maintain a positive, empathetic attitude, even in stressful situations. Build rapport and trust with customers. Continuously improve knowledge of regulations, products, and procedures. Support team development and contribute to process improvements. Work Environment & Inclusion: Work primarily from a laptop with a distraction-free setup, reliable internet (25Mbps+), and participate in virtual meetings via Zoom, email, and Slack. We value diversity and are committed to inclusion, offering reasonable adjustments during the hiring process. For support, contact Inclusion@ManyPets.com. Additional Information: Willingness to commute to Birmingham when required is essential. The role is full-time, based in the UK, with a salary range of $48,000 – $62,000. We promote equal opportunity and encourage referrals. #J-18808-Ljbffr