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

Role Description

We’re looking for a Senior Customer Service Champion who will deliver outstanding support across the full policy lifecycle, from quote and buy to renewals and retention. If you're passionate about helping customers, confident handling complex cases and excited to mentor others, this role offers the chance to make a real impact in our growing Insurance business.

As a senior member of the team, you’ll handle sensitive and challenging customer queries, champion fairness and transparency and support junior colleagues to deliver consistently great service. You’ll balance care with accuracy, ensuring every customer, especially those who are vulnerable, receives the right help at the right time.

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

• Handling complex customer queries, including reinstatements, billing issues, escalations and renewal disputes
• Communicating with empathy and professionalism, especially in conversations involving vulnerable customers
• Supporting the Service Operations Lead with daily team oversight and escalation management
• Coaching and mentoring junior team members across live chat, email and outbound calls
• Conducting call listening, providing feedback and helping drive performance improvements
• Processing policy updates accurately and maintaining audit‑ready records
• Collaborating with Underwriting, Claims, Training & Quality and Complaints teams
• Ensuring compliance with Consumer Duty, FCA regulations, GDPR and vulnerability policies
• Helping identify customer pain points, supporting process improvements and contributing to system enhancements
• Handling early‑stage complaints and contributing to root cause analysis

Qualifications

• Customer service experience in pet insurance, including time in a senior role
• Strong working knowledge of Consumer Duty, GDPR, vulnerability and complaints processes in a regulated environment
• Excellent written and verbal communication skills, with confidence in sensitive or complex conversations
• Proven coaching and mentoring experience
• High attention to detail and strong accuracy in policy administration
• Skilled in CRM, policy admin systems, live chat and telephony tools
• Experience in QA, automation/AI‑enabled service or process improvement (desirable)
• Genuine empathy and emotional intelligence when supporting customers
• Calm, solutions‑focused problem‑solving skills
• A proactive approach to service quality, improvement and team success
• Commitment to doing the right thing for pets, their owners and the business

Benefits

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

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.

This is an exciting opportunity to join a growing business, help shape what's next, and be part of a team that's all for pets.