Pet Contact Agent- Service- July 4th

1 week ago

Portsmouth, United Kingdom Markerstudy Full time

Overview:

- To ensure the efficient and professional handling of all aspects of pet insurance including service and claims in accordance with corporate and affinity partner service standards.

**Responsibilities**:
**Responsibilities**:

- Answering calls in a timely manner and in accordance with our Service Level Agreements.
- Production of customer, affinity and veterinary correspondence to corporate standard.
- Collating and posting of documents where required.
- Maintaining a consistent and energetic approach and building rapport with internal and external customers to establish customer relations.
- Liaising with veterinary practices, breeders, policy holders and affinity partners to obtain information to allow veterinary nurses to settle claims and then produce the cheques.
- To manage the customer through the lifecycle of their policy from quote/sales and inception, MTA’s and renewals the claims process and all credit control functions providing a one touch service.
- Ad hoc duties as required by Management.
- Aware of and conform to legal requirements in all activities, both internal and external. Implicit in this is that all Managers and Staff conform to the appropriate standards in terms of Health and Safety, but also to the highest standards of business ethics.
- Where applicable, to adhere to Company processes with regard to FCA compliance and Treating Customers Fairly

Qualifications:
**Essential Skills**:

- Resilience within a busy working environment
- Prioritisation skills
- Ability to multi task
- Able to think on your feet
- Work well under pressure
- Problem solving skills with difficult customers

**Desirable Skills**:

- General understanding of insurance industry practices & principles (Ideal, not essential)
- Experience of working within a target driven environment

**What are we doing to help us build a thriving, inclusive community?**
- Our ambition is to build a more diverse, equal and inclusive workplace for everyone and we have a mission statement in place to reinforce our commitment. However, that’s the easy part

Our key challenges are
- How we continue to nurture positive behaviours in our own culture to foster healthy, happy and collaborative colleagues where performance is recognised and differences celebrated.
- How we strive to build our own internal community to better reflect the diverse communities we serve.

To help us achieve this, we have recently established an employee network called
**#WeAreMarkerstudy** - a body of proactive colleagues with diverse interests and experiences, who have volunteered themselves to be part of a driving force for positive change.

Change won’t happen overnight or without the support of our colleagues, but we are now in a good position to make realistic and manageable plans in order to see them flourish in the future.

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