Remote Pet Insurance Customer Service Champion

Pets at Home; United Kingdom; Remote; GBP 23,000 - 29,000; Full time

Job summary

Pets Insurance, part of Pets at Home, is seeking a Customer Service Champion to deliver exceptional experiences across the customer journey—from quotes to policy management, billing and renewals. This role is remote with monthly travel.

You will handle live chat, email and calls, maintain accurate records, support underwriting, and ensure compliance with FCA, GDPR and Consumer Duty while helping retain valued customers.

Qualifications

• Experience in customer service within pet insurance.
• Proficient in live chat, email and outbound calls.
• Clear, confident written and verbal communication.
• Excellent attention to detail and administrative accuracy.
• Experience using CRM or policy administration systems.

Responsibilities

• Handle live chat, email and outbound calls across product queries, quotes, policies, billing and renewals.
• Deliver clear, empathetic communication in every interaction.
• Manage renewal and retention conversations, including premium changes and cancellations.
• Apply objection handling techniques 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 FCA, GDPR and Consumer Duty compliance.
• Identify opportunities to improve customer experience and team processes.

Skills

Pet insurance

Multi-channel support

Communication

Attention to detail

CRM systems

Problem solving

Renewals

Customer focus

Job description

Pets Insurance, part of Pets at Home, is seeking a Customer Service Champion to deliver exceptional experiences across the customer journey—from quotes to policy management, billing and renewals. This role is remote with monthly travel.

You will handle live chat, email and calls, maintain accurate records, support underwriting, and ensure compliance with FCA, GDPR and Consumer Duty while helping retain valued customers.