Senior Customer Service Champion - Pet Insurance

Support customers. Lead by example. Shape exceptional experiences for pets and their people.

Location: Remote working with travel required up to once per month (expenses covered)

About Us

At Pets Insurance, we're here to make pet insurance simpler, clearer and easier to understand.

As part of Pets at Home, we're proud to help create a better world for pets and the people who love them. We're growing our team and looking for passionate experts who care about pets as much as we do and want to make a real difference for customers when they need us most.

This is an exciting opportunity to join a growing business, help shape what's next, and be part of a team that's all for pets.

About the Role

We’re looking for a Senior Customer Service Champion who will deliver outstanding support across the full policy lifecycle, from quote and buy to renewals and retention. If you're passionate about helping customers, confident handling complex cases and excited to mentor others, this role offers the chance to make a real impact in our growing Insurance business.

As a senior member of the team, you’ll handle sensitive and challenging customer queries, champion fairness and transparency and support junior colleagues to deliver consistently great service. You’ll balance care with accuracy, ensuring every customer, especially those who are vulnerable, receives the right help at the right time.

As a Senior Customer Service Champion you will be responsible for:

• Handling complex customer queries, including reinstatements, billing issues, escalations and renewal disputes
• Communicating with empathy and professionalism, especially in conversations involving vulnerable customers
• Supporting the Service Operations Lead with daily team oversight and escalation management
• Coaching and mentoring junior team members across live chat, email and outbound calls
• Conducting call listening, providing feedback and helping drive performance improvements
• Processing policy updates accurately and maintaining audit‑ready records
• Collaborating with Underwriting, Claims, Training & Quality and Complaints teams
• Ensuring compliance with Consumer Duty, FCA regulations, GDPR and vulnerability policies
• Helping identify customer pain points, supporting process improvements and contributing to system enhancements
• Handling early‑stage complaints and contributing to root cause analysis

About You - what you’ll bring to the role

This role sits within our new pet insurance proposition — a fast‑moving, start‑up style environment within the larger organisation. To make an immediate impact, we’re looking for candidates with proven experience in the pet insurance sector, who can hit the ground running and contribute from day one.

• Customer service experience in pet insurance, including time in a senior role
• Strong working knowledge of Consumer Duty, GDPR, vulnerability and complaints processes in a regulated environment
• Excellent written and verbal communication skills, with confidence in sensitive or complex conversations
• Proven coaching and mentoring experience
• High attention to detail and strong accuracy in policy administration
• Skilled in CRM, policy admin systems, live chat and telephony tools
• Experience in QA, automation/AI‑enabled service or process improvement (desirable)
• Genuine empathy and emotional intelligence when supporting customers
• Calm, solutions‑focused problem‑solving skills
• A proactive approach to service quality, improvement and team success
• Commitment to doing the right thing for pets, their owners and the business

Why join us?

You’ll play a central role in shaping a customer‑first experience within a purpose‑driven, pet‑loving business. This is your opportunity to help customers at meaningful moments while supporting the growth and capability of your team.

Ready to help us deliver exceptional service? Apply now and support the future of pet‑focused insurance.

Pets just see people. They aren’t biased and they don’t discriminate. We take our inspiration from pets, and we value and respect difference in all its forms. Our aim is to reflect the diversity of the communities we operate in, and every colleague can help us achieve this. We encourage our people to be themselves so even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you!

#LI-DNI