Pet Claims & Customer Care Advisor

hireful; Harrogate; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A leading insurance company in the UK is seeking a Pet Claims & Customer Care Advisor to provide compassionate service to pet owners during claims and policy assistance. The role involves handling difficult calls, managing complaints, and working closely with veterinary practices to streamline the claims process. Strong customer service skills and a passion for pets are essential, with a competitive package and hybrid flexibility offered.

Benefits

Competitive package and benefits

Supportive team and training

Purpose-led work

Hybrid flexibility

Qualifications

• Experience in customer service, preferably in claims or insurance.
• Ability to communicate confidently and calmly in both phone and written formats.
• Strong judgment and fairness in handling customer concerns.

Responsibilities

• Assist customers with pet insurance claims and provide compassionate support.
• Handle complaints effectively while maintaining regulatory compliance.
• Identify and flag potential fraudulent claims for further review.

Skills

Customer service experience

Calm communication

Attention to detail

Resilience

Passion for pets and people

Job description

Pet Claims & Customer Care Advisor

Do you love helping people as much as you love pets? Join us to make stressful moments simpler for pet owners, with compassionate customer service and claims support.

This role provides an efficient and professional service to assist our customers when needing assistance with their policy or making a pet insurance claim. It requires providing assistance to the pet assessment team in requesting information from both veterinary practices and our customer, along with handling calls and administrative work regarding claims, our customers and their pets.

What you’ll be doing

• To empathise with customers following a pet injury/illness.
• To successfully handle difficult and contentious calls with customers; this includes being the first point of call when customers wish to raise complaints and to discuss their desired outcome. This is to ensure we are handling calls effectively, managing complaints fairly and within regulatory guidelines.
• To identify fraudulent claims/ claimants and to refer to the Team Leader and/ or Manager for advice and action.
• To assist with pet customer care and administrative tasks and be able to adapt to differing work types quickly and effectively.
• To handle all aspects of the job efficiently; this then creates a good impression to colleagues, Management, Business partners and customers alike.
• To effectively explain policy limitations to our policyholders, whilst providing excellent customer care.
• Support the Manager, Team Leader and Account Executives with ongoing service development.
• Compile comprehensive, thorough and detailed letters and emails to both policyholders and third parties alike.
• To be able to identify underwriting ambiguities and create request for change documents accordingly; this is in order to reduce complaints/ dissatisfied customers and any loss of business.
• To work alongside the Manager and Team Leader by liaising with our panel of external suppliers (e.g. Veterinary Practices and Insurers) in order to ensure the continual smooth management of the whole claims process.

What we’re looking for

• Customer service experience (Customer Service, Claims or insurance is desirable, but not essential)
• Calm, confident communication, both phone and written
• Strong judgement, attention to detail and fairness
• Resilience in fast-paced, sensitive situations
• A genuine passion for pets and people

What you’ll get

• Purpose-led work that makes a real difference
• Supportive team, training and progression
• Competitive package and benefits
• Hybrid flexibility (where applicable)

Why PIB Group?

PIB Group is one of the UK’s fastest-growing insurance businesses, offering real career progression, professional development, and a collaborative culture where your work truly matters.

We encourage our people to be collaborative, with entrepreneurship at our core. We are a fast-paced, growing organisation and an exciting place to be. We also value ambition and creative thinking. You don’t have to tick every box to apply, if you bring fresh ideas and a drive to grow, we’d love to hear from you!

Inclusion & Accessibility

We are an equal opportunities employer, committed to hiring a diverse and inclusive workforce. We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation, or any other characteristic protected by law.

If you need this job advert in any other format or require any adjustments for your application or during the recruitment process, please reach out to us.

REF-224 796