[Hiring] Customer Service Champion @Pets at Home Limited

Role Description

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.

• 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

Qualifications

• Proven experience in the pet insurance sector
• 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

Benefits

• Part of a supportive, pet‑loving team building a best‑in‑class insurance experience
• Help customers feel valued, supported and confident they’ve chosen the right cover for their pets

Company Description

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.