Remote Pet Insurance Support Champion

Home Limited; United States; Remote; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Remote working

Travel expenses covered

Job summary

Pets Insurance, part of Pets at Home, is hiring a Customer Service Champion to deliver outstanding experiences across quotes, policies, billing and renewals. This role supports customers by live chat, email and calls, with empathy and accuracy, in a remote environment with travel up to once per month.

You will maintain accurate records, comply with FCA, GDPR and Consumer Duty, assist underwriting with information, and look for ways to improve service and processes.

Qualifications

• Experience in customer service within pet insurance.
• Experience handling live chat, email and outbound calls.
• Strong written and verbal communication skills.
• High attention to detail and administrative accuracy.
• Ability to explain policy terms clearly.
• Experience using CRM or policy administration systems.
• Calm, customer-focused problem solving and objection handling.

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 every time.
• Handle renewal and retention conversations, including premium increases and cancellations.
• Apply objection handling techniques to retain customers and build trust.
• Accurately processing policy changes, renewals and billing updates.
• Maintain up-to-date and accurate customer records in line with compliance standards.
• Proactively gather information to support underwriting decisions and resolve first-line complaints.
• Ensuring all activity aligns with FCA, GDPR and Consumer Duty requirements.
• Identify opportunities to improve the customer experience and team processes.

Skills

Live chat handling

Email support

Outbound calls

CRM systems

Communication skills

Attention to detail

Problem solving

Tools

Policy administration systems

Job description

Pets Insurance, part of Pets at Home, is hiring a Customer Service Champion to deliver outstanding experiences across quotes, policies, billing and renewals. This role supports customers by live chat, email and calls, with empathy and accuracy, in a remote environment with travel up to once per month.

You will maintain accurate records, comply with FCA, GDPR and Consumer Duty, assist underwriting with information, and look for ways to improve service and processes.