[Hiring] Senior Claims Service Champion @Pets at Home Limited

Role Description

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

Qualifications

• 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

Benefits

• 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.

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 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!