Senior Claims Service Champion - Pet Insurance

Job Description

Champion great service. Support smooth claims journeys. Make a real difference for pets and their people.

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

About Us

“We’re all for pets, what we do matters for pet owners across the UK. This is more than a business, it’s a responsibility. It’s a promise and commitment we make each day to provide excellent care for each pet that comes through our door."

Pets at Home’s vision, “To create a better world for pets and the people who love them”, is about to be realised further as we enhance our overall offering to pets and owners, through the introduction of our insurance product.

We are embarking on a mission to redefine the personal insurance experience through data-driven innovation and advanced technology, with a wrap-around customer experience that embodies our ethos and values.

About the Role

We’re growing an insurance service that truly puts pets first — and we’re looking for a Senior Claims Service Champion who delivers exceptional customer experiences with empathy, accuracy and confidence.

In this senior role, you’ll manage complex and sensitive claim submissions, mentor Claims Service Champions and ensure every claim is fully triaged and ready for assessment. You’ll act as a calm, knowledgeable escalation point for challenging conversations, supporting both customers and colleagues through difficult moments with care.

If you love problem‑solving, coaching others and improving processes while keeping pets and their owners at the heart of what you do, this role offers the opportunity to make a meaningful impact every day.

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

• Handling all claim submission types — including urgent, high‑value and sensitive cases
• Communicating clearly with customers and vets, gathering all required information and keeping everyone proactively updated
• Making outbound calls to clarify details, provide reassurance and ensure claims are ready for assessment
• Acting as an escalation point for vulnerable customers, complex situations and claim‑related complaints
• Reviewing and approving communications from junior team members, offering guidance and coaching
• Supporting onboarding and training, sharing best practice and ensuring quality across the team
• Identifying process bottlenecks and suggesting improvements to enhance customer and vet experience
• Supporting Claims Assessors by ensuring claims are accurately triaged and complete
• Contributing to automation and digital improvements from an operational perspective
• Handling early‑stage complaints with empathy and accuracy, and recording details in line with FCA requirements

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 within pet insurance, including time in a senior role
• Strong working knowledge of Consumer Duty, GDPR, vulnerable customer needs and complaints processes
• Exceptional communication skills — written, verbal and in handling sensitive conversations
• Proven ability to mentor and support others, with strong accuracy and attention to detail
• Confident managing complex or urgent claim scenarios with professionalism and empathy
• Knowledge of complaints handling, claims lifecycle or digital/AI tools (desirable)
• A calm, reassuring communication style — especially with vulnerable customers or sensitive cases
• Passion for creating smooth, efficient customer and vet experiences
• Ownership, accountability and a proactive approach to problem‑solving
• A mindset focused on service quality, process improvement and continuous learning

Why join us?

You’ll be part of a supportive, pet‑loving team shaping a new insurance experience — helping customers and vets feel informed and supported, and ensuring claims flow smoothly from start to finish.

Ready to champion outstanding service? Apply now and help us deliver exceptional claims experiences for pets and their people.

Interested in joining our Insurance business but this isn’t the right role for you? Follow the below link to register your interest for upcoming roles as we build our team…

https://petsathome.cnddtid.com/66/Insurance_Business_Register_Interest

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