Pet Claims Advisor - FTC 12 Months

Direct Line Group Careers; Bristol; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A pet insurance company in Bristol is seeking a Pet Claims Advisor for a full-time, hybrid role. The successful candidate will handle calls from customers and their vets, providing empathetic support during the claims process. Ideal applicants will thrive in a dynamic environment, prioritize outstanding customer service, and possess good IT skills. This role offers a salary of £24,570 and additional benefits including pension contributions and employee discounts.

Benefits

9% employer contributed pension

22 days holiday allowance

50% off insurance products

Employee discounts and cashback

EV car scheme

Qualifications

• Excellent communication skills with a focus on customer needs.
• Experience in a contact centre is preferred but not essential.
• Comfortable managing multiple tasks in a dynamic environment.

Responsibilities

• Handle incoming calls from customers and their vets.
• Provide tailored solutions for pet claims.
• Support customers with empathy during stressful situations.

Skills

Customer service orientation

Adaptability

Teamwork

Proactive attitude

IT skills

Tools

Microsoft Outlook

Office Applications

Job description

Overview

Pet Claims Advisor - FTC

Bristol - Hybrid (2 days a week in the office)

Full Time, 37.5 hours a week

Fixed term contract – 12 Month secondment

Starting salary of £24,570 (increased dependent on skills and experience) plus additional benefits.

About us

DLG is evolving. Across every facet of our business, our teams are embracing new opportunities and putting customers at the heart of everything they do. By joining them, you’ll have the opportunity to not just be recognised for your skills but encouraged to build upon them and empowered to do your very best.

What you'll be doing

This is a telephone based role so you must be comfortable handling calls throughout your working shift.

In this role, you’ll handle calls from both customers and their vets, addressing queries and finding tailored pet claims solutions to meet each customer’s unique needs.

Providing empathy is a key part of this role as we support customers through what can often be a stressful process with their pet.

What we're looking for

• Capable of thriving in a dynamic, fast-moving environment while effectively managing multiple tasks and prioritising workload.
• A strong team player with a proactive attitude, eager to learn and support colleagues.
• Dedicated to providing outstanding customer service—someone who takes pride in high-quality work and always puts the customer first.
• Comfortable handling digital and online tasks, with solid IT skills and previous experience using software such as Microsoft Outlook and Office Applications.
• Open to change and innovation, with a willingness to contribute ideas that enhance the customer experience.
• Contact centre experience is preferable.
• Knowledge of pet insurance, veterinary terminology, or experience in a related field (e.g., animal care, veterinary admin) would be an advantage but is not essential—we’ll provide training.

Hours

37.5 hours, Monday to Friday 8am to 6pm - shifts will be within these hours.

Benefits

We recognise we wouldn’t be where we are today without our colleagues, that’s why we offer excellent benefits designed to suit your lifestyle:

• 9% employer contributed pension
• 22 days holiday allowance (plus the option to buy or sell up to 5 days each year)
• 50% off home, motor and pet insurance, plus Green Flag breakdown cover
• Additional optional Health and Dental insurance
• EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way
• Buy as you earn share scheme
• Save as you earn
• Employee discounts and cashback
• Plus, many more

We want everyone to get the most out of their time at DLG. Which is why we’ve looked beyond the financial rewards and created an offer that takes your whole life into account. Supporting our people to work at their best – whatever that looks like – and offering real choice, flexibility, and a greater work-life balance that means our people have time to focus on the things that matter most to them. Our benefits are about more than just the money you earn. They’re about recognising who you are and the life you live.

Be yourself

Direct Line Group is an equal opportunity employer, and we think diversity of background and thinking is a big strength in our people. We\'re delighted to feature as one of the UK\'s Top 50 Inclusive Employers and are committed to making our business an inclusive place to work, where everyone can be themselves and succeed in their careers.

We know you're more than a CV, and the things that make you, you, are what bring potential to our business. We recognise and embrace people that work in different ways so if you need any adjustments to our recruitment process, please speak to the recruitment team who will be happy to support you.