Senior Customer Service Champion
Employer: Pets at Home
Location: Remote working with travel required up to once per month (expenses covered)
Working hours: 39 hours per week
Salary: £30,000 - £32,000 per annum
Closing date: 29-10-2026
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Ref: 41679
Salary: £30,000 - £32,000 per annum
Hours: Full-time
Contracted Hours: 39 hours per week
Contract Type: Permanent
Location: Remote working
Description
Support customers. Lead by example. Shape exceptional experiences for pets and their people.
Location: Remote working with travel required up to once per month (expenses covered)
About Us
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.
About the Role
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
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.
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
Why join us?
You’ll play a central role in shaping a customer‑first experience within a purpose‑driven, pet‑loving business. This is your opportunity to help customers at meaningful moments while supporting the growth and capability of your team.
Ready to help us deliver exceptional service? Apply now and support the future of pet‑focused insurance.
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
Organisation: Pets at Home
Date Posted: 19-10-2026
Expiry Date: 29-10-2026
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