Customer Service Champion - Pet Insurance

Vets for Pets; United Kingdom; Remote; GBP 22,000 - 32,000; Full time

Benefits offered by this job

Remote work

Travel expenses covered

Job summary

Pets Insurance, part of Pets at Home, is seeking a Customer Service Champion to deliver outstanding service across the customer journey—from quotes and purchases to policy management, billing and renewals.

You will be the friendly voice customers trust, handling queries with empathy and accuracy. Join a fast-moving, start-up style team within a larger organisation and help shape our pet insurance proposition.

Qualifications

• Experience in customer service within pet insurance.
• Experience handling live chat, email and outbound calls.
• Clear, confident communication across channels with strong written and verbal skills.
• High attention to detail and accuracy in administration.
• Experience using CRM or policy administration systems.
• Genuine passion for helping customers and pets, with a service‑driven mindset.

Responsibilities

• Support customers via live chat, email and outbound calls across product queries, quotes, policies, billing and renewals.
• Deliver clear, empathetic and easy-to-understand communication.
• Handle renewal and retention conversations, including premium changes and cancellations.
• Apply objection handling to retain customers and build trust.
• Process policy changes, renewals and billing updates accurately.
• Maintain up-to-date customer records in line with compliance standards.
• Proactively gather information to support underwriting decisions.
• Resolve first-line complaints and escalate where needed.
• Ensure all activity aligns with FCA, GDPR and Consumer Duty requirements.
• Identify opportunities to improve customer experience and team processes.

Skills

Customer service

Pet insurance knowledge

CRM experience

Communication skills

Attention to detail

Tools

CRM software

Job description

Deliver great service. Build lasting relationships. Support pets and the people who love them.

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 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.

As a Customer Service Champion you will be responsible for:

• 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

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.

• 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.

Why join us?

You’ll be part of a supportive, pet‑loving team building a best‑in‑class insurance experience. Every day, you’ll help customers feel valued, supported and confident they’ve chosen the right cover for their pets.

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!

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