Job Description

Holiday: 25 days (plus UK bank holidays)
Hours of Work: 37.5 hours per week
Location: Office based - Haywards Heath, West Sussex Role Overview
Are you a qualified veterinary nurse? Would you like to spread your corporate wings and make an impact on pet insurance? We\xe2\x80\x99re looking for passionate people with either veterinary or technical pet insurance claim experience to support our pet parents when they need it most. This is an exciting opportunity for to grow, expand and develop with a leading pet insurance provider as we develop our brands across the UK, offering insurance for dogs, cats, exotics, horses and pet businesses. Working with the claims team and General Manager, this is a new position to the UK business for an experienced, motivated individual to ensure claim SLA\xe2\x80\x99s are met and customer satisfaction is exceeded. Responsibilities
\xc2\xb7 Support and lead the claims assessors and claims administration team.
\xc2\xb7 Oversee and handle claims administration.
\xc2\xb7 Support and handle customer interactions relating to claims.
\xc2\xb7 Responsible for claim pre-authorisations.
\xc2\xb7 Liaise with external veterinary clinics and hospitals.
\xc2\xb7 Ensure excellent communication is maintained throughout the life of a claim with the customer.
\xc2\xb7 Manage complex claims to completion.
\xc2\xb7 Ensure company KPI\xe2\x80\x99s and SLA\xe2\x80\x99s are met.
\xc2\xb7 Develop and evolve claim processes for the benefit of both customers and the business.
\xc2\xb7 Identify and analyse patterns, trends and concerns relating to claims.
\xc2\xb7 Handle escalated claim queries / complaints from the claims administration or customer service teams.
\xc2\xb7 Ensure fraud controls and processes are met.
\xc2\xb7 Assist and handle insurer requests and audits related to the claims function.
\xc2\xb7 Ensure company and regulatory requirements are met.
\xc2\xb7 Handle, monitor and oversee complaints. Provide feedback to improve products and processes to prevent and/or minimise complaints.
\xc2\xb7 Collate data and reports relating to the claims function.
\xc2\xb7 Share knowledge and expertise across teams within the company.
\xc2\xb7 Undertake regular learning and development in line with company and FCA requirements.
\xc2\xb7 Undertake ad hoc projects on behalf senior management. Skills & Experience:
\xc2\xb7 Formal qualification and clinical experience in vet nursing
or
A minimum of 3 years in a technical pet insurance claims role.
\xc2\xb7 A love of pets.
\xc2\xb7 Strong technical knowledge of cats, dogs, small mammals and exotics. Equine, desired but not essential.
\xc2\xb7 Excellent communication skills demonstrating empathy and understanding where required.
\xc2\xb7 Strong leadership skills with the ability to motivate and inspire a team.
\xc2\xb7 Exceptional time management skills.
\xc2\xb7 Strong decision-making skills.
\xc2\xb7 Detail-oriented with a focus on quality and accuracy
\xc2\xb7 Willing to learn and develop.
\xc2\xb7 Driven and motivated.
\xc2\xb7 Positive and solution orientated.
\xc2\xb7 Exercise good judgement and be prepared to make decisions.
\xc2\xb7 A passion for customer service and exceeding expectations.
\xc2\xb7 Good general education, including GCSE\xe2\x80\x99s (or equivalent) in English and Maths. Company Overview
Petcover is a global pet insurance provider covering all animals from budgies to bulldogs and skinks to stallions. We are the leading pet insurance provider in Australia and New Zealand and are growing rapidly in the UK and Europe. Pets are at the heart of our business and our employees; supporting pet parents is what we do best, and why we love working at Petcover. We pride ourselves on not only being different in terms of product quality, but service. We aim for every interaction we have with our customers to be one they leave feeling like we really care about them and their pets, because we do! Job Type: Full-time Salary: \xc2\xa328,000.00-\xc2\xa335,000.00 per year Benefits:

• Company pension
• Employee discount
• Free parking

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Haywards Heath: reliably commute or plan to relocate before starting work (required)

Work Location: In person