Customer Operations Handler (London, UK)

PetInsuranceStartUp; City Of London; On-site; Confidential; Full time

Job summary

A fast-growing InsurTech company in London is seeking a Customer Operations Handler to enhance the experience for pet parents. This role involves processing claims, responding to inquiries, and ensuring customer satisfaction in a supportive environment. Ideal candidates will have a background in customer service with a passion for helping people and pets. The company offers equity options, health contributions, and a flexible hybrid working model.

Benefits

Equity share options

Monthly health contributions

Hybrid working model

Professional development programs

Company-provided equipment

Generous leave policy

Employee discount on pet insurance

Qualifications

• Experience in a customer service or administrative role.
• Proficient in communication with clarity.
• Ability to navigate a fast-paced environment.

Responsibilities

• Process and evaluate pet insurance claims accurately.
• Respond to customer inquiries through various channels.
• Assist customers in understanding their policies.

Skills

Customer service experience

Excellent communication skills in English

Empathy for helping people and pets

Strong problem-solving skills

Experience with CRM systems

Education

Veterinary or medicine background

Job description

Ready to make a paws-itive impact in the pet world?

Join a fast-growing European InsurTech scale-up that’s reimagining pet health and insurance across Europe! Backed by leading investors with over £20 million in Series B funding, we’re on a mission to ensure every furry friend gets the care they deserve, and their owners get peace of mind.

As we prepare for our UK launch, we’re looking for a Customer Operations Handler in London to be part of this exciting journey. If you’re passionate about pets, customer care, and making a difference, this role is for you. This is your chance to be part of a growing, mission-driven company from the very beginning.

This position is based in London, where we apply a hybrid work model (3-4 days in the office) with the opportunity to work from home. You’ll report directly to the UK Country Manager and Head of Customer Success & Claims.

Tasks

About the role

As a Customer Operations Handler, you’ll work across both Customer Support and Claims Handling, ensuring pet parents always have a smooth, reassuring experience with us. You’ll guide customers through their claims, resolve their questions, and support them with empathy and efficiency.

In this role, you will:

• Process and evaluate pet insurance claims with fairness and accuracy.
• Respond to customer inquiries via chat, email and phone.
• Help pet parents understand policies and coverage with clarity.
• Work with internal teams to improve the customer journey.
• Keep accurate records in our systems for seamless operations.

Requirements

• Experience in customer service, administrative support or another customer-facing role.
• Excellent communication skills in English.
• Empathetic, with a genuine passion for helping people and pets.
• Strong problem-solving skills and ability to work in a fast-paced environment.
• Experience with CRM systems and great attention to detail.
• Veterinary or medicine background is a plus.

Benefits

What We Offer

Equity

• Equity share options from day one, to give every employee a stake in our success

Health & Wellbeing

• Monthly contribution toward employees’ health and wellbeing

Flexible Working

• Hybrid working model with flexibility to balance home and office work

Learning & Development

• Professional development via our in-house Learning and Development program

Equipment

• Company-provided laptop, headset, and mouse

Paid Time Off

• Generous leave policy (24 days of annual leave plus 8 UK public holidays)

Pet-Friendly Perks

• Employee discount on our pet insurance

Culture & Community

• The opportunity to be part of a dynamic company in an early growth phase
• A flexible, dynamic, and welcoming company culture
• A collaborative, international working environment
• Working on a unique product that helps pets live longer, healthier lives
• Regular social events and team-building activities
• Opportunity to directly shape our journey as we grow in the UK

We are an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, or disability status.