Senior Complaints Handler - London, United Kingdom - Napo

Napo
Napo
Verified Company
London, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

About Napo:


Napo is a fast-growing Insurtech company committed to creating innovative & transparent products to help every pet owner keep their pets healthy and happy We are in the business of selling peace of mind and want people to know that Napo is a synonym for quality.

The pet insurance space has suffered from low quality and misleading products, and we want to ensure that all the Napo products are simple and have your back.

The final piece in the puzzle is providing everything people need to take great care of their pets.

Whether these are services such as behaviourist consultants, tools such as puppy training apps, or simply content, we aim to give pet owners everything they need to ensure their pet is happy and healthy for as long as possible.


The Role:

We are looking for an experienced and enthusiastic self-starter to join us as a Senior Complaints Handler.

You're someone who is passionate about 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 ongoing cover and the entire claims experience.

You'll review any customer complaints to bring about a resolution, while identifying trends and learning opportunities.

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.

***:

  • Have worked as a Senior Complaints Handler within the insurance industry (ideally pet insurance) for a minimum of 2 years, and have at least 5 years experience working in an insurance environment.
  • Are skilled at using data to make decisions and improve the overall customer experience.
  • Have experience training others on how to identify and log complaints, and can provide ongoing feedback and support to a customerfacing team.
  • Have a full understanding of regulations and FCA requirements, specifically around claims handling decisions, complaints, treating customers fairly, and regulatory reporting.
  • 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 recordkeeping.
  • Thrive when working in a dynamic, fastpaced startup environment.
***:

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 escalate these appropriately.
  • Work with departmental stakeholders to implement company, legal and regulatory (FCA) policies and procedures to ensure compliance with requirements.
  • Identify opportunities and support the design and implementation of internal processes and systems, helping to improve customer experience while maximising accuracy and efficiency.
  • 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.
  • Undertake Root Cause Analysis to identify and report on trends, ensuring appropriate actions are taken and improvements are made to reduce future complaints.
  • Support and educate Napo team members through documentation and upskilling opportunities, sharing your knowledge of TCF principles, 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
  • Flexible and remotefriendly work environment (for now, we would ideally love to have people in the office two days per week we have a friendly office in central London)
  • Flexible leave policy (25 days annual holidays + bank holidays) and your birthday as an extra holiday
  • Budget for personal growth and training
  • Some other benefits
  • Pet insurance
  • BUPA health insurance
  • Pension scheme
  • Unlimited GP video consultation (free Babylon Health membership)

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 wellbeing of their pets.
  • When facing difficult decisions, we put ethics above profits.
  • We always act in the best interest
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