Customer Service Champion - Pet Insurance

Job Description

Deliver great service. Build lasting relationships. Support pets and the people who love them.

Location: Remote working, with some requirement to travel to the Insurance Support Office (likely London based) and Pets at Home Support Office in Handforth, Cheshire. Expenses are covered for travel and, aside from an initial training period, travel would be up to once a month

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 looking for a Customer Service Champion who’s passionate about delivering exceptional experiences across every stage of the customer journey, from quote and purchase through to policy management, billing and renewals.

In this role, you’ll be the friendly, knowledgeable voice our customers trust, handling queries with empathy, accuracy and professionalism. Whether it’s supporting a new customer, resolving a query or helping retain a valued policyholder, every interaction matters.

As a Customer Service Champion you will be responsible for:

• Supporting customers via live chat, email and outbound calls across product queries, quotes, policies, billing and renewals
• Delivering clear, empathetic and easy‑to‑understand communication every time
• Handling renewal and retention conversations confidently, including premium increases and cancellations
• Applying objection handling techniques to retain customers and build trust
• Accurately processing policy changes, MTAs, renewals and billing updates
• Maintaining up‑to‑date and accurate customer records in line with compliance standards
• Proactively gathering additional information to support underwriting decisions
• Resolving first‑line complaints and escalating where needed
• Ensuring all activity aligns with FCA, GDPR and Consumer Duty requirements
• Identifying opportunities to improve the customer experience and team processes

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.

• Experience in customer service within pet insurance
• Experience handling live chat, email and outbound calls
• Clear, confident communication across all channels with strong written and verbal communication skills
• High attention to detail and strong administrative accuracy
• Confidence in objection handling and explaining policy terms clearly
• Experience using CRM or policy administration systems
• Calm, customer‑focused approach to problem solving and objection handling
• A genuine passion for helping customers and delivering great service. Commitment to doing the right thing — for customers, their pets and the business

Desirable: Understanding of MTAs, renewals and retention.

Why join us?

You’ll be part of a supportive, pet‑loving team building a best‑in‑class insurance experience. Every day, you’ll help customers feel valued, supported and confident they’ve chosen the right cover for their pets.

Ready to champion customer service? Apply now and help us deliver brilliant experiences from first quote to renewal.

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