Claims Technical Team Leader (12m Fixed Term Contract))

Job Title

Claims Technical Team Leader (12m Fixed Term Contract)

Employment Type

Full-Time

Location

Office Based – Borehamwood

About Us

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 focussed 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.

Key Responsibilities

• Supplying technical advice and training to support the Claims Team.
• Point of reference for technical enquiries from customers, clients and service providers.
• Responsible for high level, technical authority and complex claim handling.
• Review and development of processes in order to minimise claims costs and leakage.
• To assist in production and analysis of claims management information, including meeting attendance where relevant.
• Sourcing of product specifications and new claim solutions where appropriate or required.
• Recognising and managing system failings, fixes and enhancements where applicable.
• Adhoc duties as delegated by senior managers as and when required.
• Review and development of department procedures in line with current processes.
• Responsibility for workflow management for own team and to ensure service standards are met. This includes the timely allocation and overseeing of the completion of work across all systems used within the Claims Team.
• Responsibility for all people and performance management issues within own team.
• To identify development areas within the team and highlight any development needs to the Claims Team Trainer and Claims Operations Manager.
• Where required to take escalated calls from customers to resolve complaints in line with internal procedures.
• Setting performance targets, objectives and completing performance reviews.
• Ownership and implementation of work quality and operational/technical procedures in order to maximise efficiency and minimise claims costs and leakage.
• Production, review and feedback of performance management reporting.
• Recognising and reporting faults or failings in systems.
• Involvement in new business launches to ensure successful implementation.
• Helping Veterinary Technical Advisors to develop and improve their skills and product knowledge.
• Seeking to achieve and exceed individual, team and departmental targets, acting as a role model to Veterinary Technical Advisors and Senior Veterinary Technical Advisors.
• Motivating the team to meet and exceed service standards and targets.
• Oversee the training of new starters.
• Promoting a positive image of Pinnacle Pet Group and client companies.
• Demonstrating a flexible and positive approach to the changing requirements of the workplace.
• Maintaining an acceptable level of attendance, punctuality and general time‑keeping, acting as a role model to colleagues.
• Ensuring that all Company procedures are followed.
• Following company regulations on Health and Safety and maintaining a safe and tidy working environment.
• Liaising with other departments in a professional manner.
• Identify, manage and monitor any risks associated with both the department and the wider business. Complete regular reviews of potential and current risks and implement controls to manage them. Ensure all risks are monitored and tracked through departmental KRI\’s and that incidents are reported through the incident reporting process.

Successful Candidates Will Have

• Proven experience of identifying individual development needs.
• Proficient customer service experience.
• Sound experience working towards individual, team and departmental service standards and targets.
• A flexible and positive attitude.
• Excellent communication skills, verbal and written.
• Excellent telephone manner.
• The ability to communicate effectively.
• Good interpersonal skills.
• Sound organisation and time management skills.
• Excellent attention to detail.
• PC literate.
• Finance or Insurance industry experience, ideally within a claims related background.
• Knowledge of Pinnacle Pet Group products.
• Veterinary knowledge/background.

Essential

• Previous decision making experience.
• Proven people management experience.
• Proven experience of identifying individual development needs.
• Proficient customer service experience.
• Sound experience working towards individual, team and departmental service standards and targets.
• A flexible and positive attitude.
• Excellent communication skills, verbal and written.
• Proven complaint handling experience.
• Excellent telephone manner.
• The ability to communicate effectively.
• Good interpersonal skills.
• Sound organisation and time management skills.
• Excellent attention to detail.
• PC literate.

Desirable

• Finance or Insurance industry experience, ideally within a claims related background.
• Knowledge of Pinnacle Pet Group products.
• Veterinary knowledge/background.

Required Qualifications

• GCSE’s passes A‑C or equivalent, including Maths and English.
• Microsoft Word, Excel and Powerpoint (intermediate level).

Essential Qualifications

• GCSE’s passes A‑C or equivalent, including Maths and English.
• Microsoft Word, Excel and Powerpoint (intermediate level).

Desirable Qualifications

• A Levels, or equivalent, in Maths and English.
• Qualification in Business and/or Management.
• CII qualification.