Join an award-winning workplace where your contribution truly makes a difference. Named Best Workplace 2026 and recognised in the Top 100 Best Workplaces for Development, we're committed to creating an environment where our people can grow, thrive, and succeed.
In this role, you will help ensure we always do the right thing for our customers and their pets by investigating and resolving customer complaints fairly, promptly, and efficiently. You'll take ownership of cases from start to finish, delivering excellent customer service while achieving positive and balanced outcomes that build trust and strengthen customer relationships.
What you'll do
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Investigating complaints from customers via phone, letter and email
- Build a strong level of rapport with customers to understand the root cause of each complaint
- Develop & maintain the appropriate level of technical and business knowledge to handle complaints in the most effective manner
- Resolving complaints within regulatory guidelines and company values
- Ensuring the individual circumstances of the customer are recognised and the outcome is communicated with empathy
- Preparing and providing the outcome in writing
- Systems are updated to ensure accurate records are maintained (and include any supporting documentation)
- Accurate recording of relevant complaint details within internal company complaint logs.
- Investigation Financial Ombudsman referral complaints
Experience, Qualifications & Skills
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A professional individual, with the ability to empathise with the customer and a completer-finisher attitude
- Demonstrable complaint handling experience, preferably pet/human health, travel claims (medical assistance) or other Insurance products
- Knowledge of the Financial Ombudsman Service and their processes is also advantageous
- Strong organisational skills
- Good customer service skills
- Excellent written and verbal communication
- Great attention to detail
- Ability to multi-task
- Problem solving and decision-making skills
- Public Lability
- Experience in complaints FOS
What we offer
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23 days holiday per year (plus bank holidays)
- Your birthday off (paid)
- 4 x salary life assurance
- Company pension
- Healthcare including 24/7 GP advise & mental health helpline
- Employee assistance programme
- Wellbeing fund
- Discretionary lunch provided to assist with cost of living
Interested or want to know more? Apply today!
Tedaisy Insurance Group, a leading UK InsureTech, consisting of Tedaisy Underwriting Limited, Tedaisy Insurance Brokers Limited, Tedaisy Claims Limited and Tedaisy Technologies Limited, provides a full suite of online insurance solutions for pet and travel markets. Together, we bring value to every element of the insurance chain. We use data and automation to deliver market leading products with a superior customer experience, whilst maintaining competitive and fair pricing.
