The Opportunity

We’re looking to welcome another member to our pack on a temporary basis, until the end of October 2023 with a possibility to extend.

Our Operations team are the heart of our company, making sure our customers have a best-in-class experience when choosing Many Pets to take care of their pets’ wellbeing. You’ll be helping our customers through what can be a very stressful time – when they need to make a claim for their pet’s health. As part of our Claims team, you will guide and help our customers through the process and ensure Claims are handled quickly – with the customer at the heart of everything we do. You will provide Claims validation and support our customers ensuring service and compliance standards are met and financial and operational targets are achieved.

Your Focus

• Handling claims from notification to settlement: validating policy cover and the claim.
• Carry out investigations to ensure all relevant documents and information have been evaluated prior to the decision on the claim.
• Deliver to our financial targets and keep us in line with our service level agreements and key performance indicators.
• Handle complaints constructively, in line with company and Swedish Financial Supervisory Authority (Sw: Finansinspektionen) guidelines – escalating when a solution cannot be found so action is taken (and the customer is aware) to ensure prompt resolution.
• Maintain accurate and timely records, files, and databases to ensure data integrity and compliance with our Data Protection requirements.
• Ensure fraud controls and processes are followed, delivering quality at every touchpoint.
• Implement company policies and procedures to ensure compliance with requirements.
• Identify, support, and contribute feedback to the design and implementation of internal processes; helping improve customer experience efficiency.
• Work collaboratively with colleagues across the company to promote awareness of customer needs.

What Leads to Success

Here are a few of the skills we are looking for in this position. Don’t worry if you don’t tick every box, as it’s important for us to support you in your role and help you develop along the way.

• You are customer-centric and can view what you do through customer’s eyes while remaining commercially astute.
• Quality is second nature to you, and you take pride in attention to detail.
• You’re able to work and learn quickly in a fast-paced and often changeable environment.
• You take the initiative without too much support. You’re accountable for delivery in an environment that is ever changing and where you set your own outcomes.
• You’re an active listener with a human-centric, collaborative working style.
• You take a structured approach to complex problems, use data to inform decisions and communicating the results clearly.
• You can balance the need for compliance and regulation with the personality and emotional depth needed for superb customer care.

What’s Important

• You possess clear communication skills in Swedish – both written and verbal.
• You bring previous experience within a customer service role (experience of telephone, email, and online support) where you’ve validated claims.
• You’ll have a polite and friendly telephone manner and are skilled in active listening.
• You understand claims handling practices and processes, including regulation and regulatory requirements.
• An understanding or appreciation of pet health and wellness. (It would be advantageous if you’ve worked in a pet claims unit or a vet surgery as a registered vet nurse.)