[Hiring] Claims Service Champion @Pets at Home Limited

Role Description

We're building an insurance service that truly puts pets first, and we're looking for a Claims Service Champion to help deliver exceptional customer experiences throughout the claims journey.

• Handling claim submissions and pre-authorisation requests, ensuring they're accurately triaged and ready for assessment
• Communicating with customers and veterinary practices to obtain any missing information efficiently and proactively
• Providing clear, empathetic support via phone, email and live chat
• Keeping customers informed throughout their claims journey and managing expectations with care and transparency
• Checking documentation for completeness and accuracy before passing claims to assessors
• Maintaining accurate records and updating systems with clear notes and progress updates
• Supporting customers, vets and treatment providers with queries, ensuring service standards are consistently met
• Handling early-stage complaints professionally and empathetically
• Working closely with Claims Assessors and colleagues to prioritise cases and ensure smooth claim progression
• Identifying opportunities to improve processes and enhance the customer experience

Qualifications

• Customer service experience within pet insurance
• Excellent written and verbal communication skills with the ability to explain information clearly and confidently
• Strong organisational skills and a high level of attention to detail
• Experience managing multiple tasks and systems effectively
• Confidence handling challenging conversations and resolving customer queries
• A calm, empathetic and customer-focused approach
• A team-oriented mindset with a willingness to support colleagues and share knowledge

Requirements

• Experience within insurance claims administration, particularly pet insurance
• Veterinary practice or veterinary administration experience
• Knowledge of FCA Consumer Duty principles

Benefits

You'll be part of a supportive, pet-loving team helping to build something special from the ground up. Every day you'll have the opportunity to make a difference for pets, their owners and veterinary practices while developing your career in a growing business.