Remote Pet Insurance Customer Advocate

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

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.