Complaints Handler

About this role: As a Complaints Handler at Napo, you will play a vital role in ensuring our customers receive swift, empathetic and fair resolutions to complaints, while identifying learning opportunities and trends. You will help ensure that we are providing a world‑class service across all aspects of the customer journey, from the initial experience of purchasing one of our products through to renewal, as well as the entire claims experience. You will work closely with our Claims, Customer Champions, and Compliance teams to ensure best practices are followed. You’ll use data to make decisions and drive continuous improvement to the customer journey while making sure regulatory requirements are met.

To succeed in this role, you will have excellent record-keeping and analytical skills, as well as a customer‑first mindset.

Our Mission: Napo is an Insurtech start‑up committed to creating innovative, customer‑centric and transparent products & services to help pet owners keep their pets healthy and happy. Pet ownership surged amid the pandemic, but the trend has unwittingly highlighted how poor the sector’s digital offering is. We are focusing on disrupting and reimagining the pet insurance market by bringing a lot more value to pet owners and their pets on an ongoing basis.

You should apply if:

• Have worked as a Complaints Handler in the financial services industry in the UK (ideally in pet insurance) for 2-4 years.
• Are able to use data to make decisions and improve the overall customer experience.
• Have experience of providing ongoing feedback and support to a customer‑facing team.
• Have an understanding of regulations and FCA requirements, specifically around claims handling decisions, complaints, and treating customers fairly.
• Can exercise sound commercial judgement to ensure fair customer outcomes.
• Have excellent knowledge and understanding of how to identify and support vulnerable customers.
• Have high attention to detail in documentation and record‑keeping.

What you will do:

• Manage and resolve complaints in line with company and FCA guidelines to ensure a fair and prompt resolution.
• Use data to identify and share awareness of potential trends, issues or risks and elevate these appropriately.
• Work within company, legal and regulatory (FCA) policies and procedures to ensure compliance with requirements.
• Identify opportunities to create a 6‑star customer experience while maximising efficiencies.
• Maintain accurate and timely records to meet business needs and ensure data integrity and compliance with Data Protection requirements.
• Manage the delivery of SLA requirements for complaints handling to ensure that all legal and regulatory requirements are being met.
• Support and educate Napo team members through documentation and up‑skilling opportunities, sharing your knowledge of Consumer Duty, vulnerable customers, and best practice for fair and efficient outcomes.

What We Offer:

• Everyone is an owner at Napo; you will receive stock options on day 1.
• Hybrid work environment (for now, we love to have people in the office two days per week - we have a friendly office in central London).
• Generous leave policy (25 days annual holidays + bank holidays) plus your birthday as an additional day off!
• All the equipment you need to do your best work.
• Budget for personal growth and training.
• Some of our other benefits: BUPA health insurance with YuLife app, Unlimited GP video consultation (via Bupa Blua Health), Pension scheme, Napo insurance for your pet(s).

Our Values:

• Be candid and authentic. We bring our true selves to work - who we wholly are. We are transparent and are not afraid to share information with each other - good and bad news.
• Trust and care for each other. We trust each other to do the right thing. We are not afraid to make mistakes, and we ask for help when we need it. We encourage each other; when people struggle, we help them.
• Do the right thing. We are fair to our customers, and we care about the well‑being of their pets. When facing difficult decisions, we put ethics above profits. We always act in the best interest of the company.
• We are all owners and optimise for impact. We are always looking for the most impactful thing to work on. We take responsibility, and we’re problem solvers - hold yourself and others accountable. Nothing is somebody else’s problem; we are collaborative and always jump in to help where needed.