Senior Claims Service Champion - Pet Insurance

Home Limited; United States; On-site; GBP 42,000 - 60,000; Full time

Job summary

Pets Insurance, part of Pets at Home, is expanding its claims team. We are seeking a Senior Claims Service Champion to manage complex submissions with empathy and accuracy, mentor others and improve processes to keep pets and owners at the heart of every case.

You will triage, resolve, and escalate as needed, ensuring quality service and FCA-compliant communications. Remote role with monthly travel, a supportive, pet-loving team, and opportunities to shape the customer experience.

Qualifications

• Customer service experience within pet insurance, including time in a senior role.
• Strong working knowledge of Consumer Duty, GDPR, vulnerable customer needs and complaints processes.
• Exceptional communication skills - written, verbal and in handling sensitive conversations.
• Proven ability to mentor and support others, with strong accuracy and attention to detail.
• Confident managing complex or urgent claim scenarios with professionalism and empathy.
• Knowledge of complaints handling, claims lifecycle or digital/AI tools (desirable).
• A calm, reassuring communication style - especially with vulnerable customers or sensitive cases.

Responsibilities

• Handle all claim submission types - including urgent, high-value and sensitive cases.
• Communicate clearly with customers and vets, gathering all required information and keeping everyone updated.
• Make outbound calls to clarify details, provide reassurance and ensure claims are ready for assessment.
• Act as an escalation point for vulnerable customers and complex situations.
• Review and approve communications from junior team members, offering guidance and coaching.
• Support onboarding and training, sharing best practice and ensuring team quality.
• Identify process bottlenecks and suggest improvements to enhance customer and vet experience.
• Support Claims Assessors by ensuring claims are triaged and complete.
• Contribute to automation and digital improvements from an operational perspective.
• Handle early-stage complaints with empathy and accuracy, recording details per FCA requirements.

Skills

Customer service

GDPR knowledge

Complaint handling

Mentoring others

Empathy communication

Tools

Digital/AI tools

Job description

Champion great service. Support smooth claims journeys. Make a real difference for pets and their people.

Location: Remote working with travel required up to once per month (expenses covered)

About Us

At Pets Insurance, we're here to make pet insurance simpler, clearer and easier to understand.

As part of Pets at Home, we're proud to help create a better world for pets and the people who love them. We're growing our team and looking for passionate experts who care about pets as much as we do and want to make a real difference for customers when they need us most.

This is an exciting opportunity to join a growing business, help shape what's next, and be part of a team that's all for pets.

About the Role

We’re growing an insurance service that truly puts pets first - and we’re looking for a Senior Claims Service Champion who delivers exceptional customer experiences with empathy, accuracy and confidence.

In this senior role, you’ll manage complex and sensitive claim submissions, mentor Claims Service Champions and ensure every claim is fully triaged and ready for assessment. You’ll act as a calm, knowledgeable escalation point for challenging conversations, supporting both customers and colleagues through difficult moments with care.

If you love problem‑solving, coaching others and improving processes while keeping pets and their owners at the heart of what you do, this role offers the opportunity to make a meaningful impact every day.

As a Senior Claims Service Champion you will be responsible for:

• Handling all claim submission types - including urgent, high‑value and sensitive cases
• Communicating clearly with customers and vets, gathering all required information and keeping everyone proactively updated
• Making outbound calls to clarify details, provide reassurance and ensure claims are ready for assessment
• Acting as an escalation point for vulnerable customers, complex situations and claim‑related complaints
• Reviewing and approving communications from junior team members, offering guidance and coaching
• Supporting onboarding and training, sharing best practice and ensuring quality across the team
• Identifying process bottlenecks and suggesting improvements to enhance customer and vet experience
• Supporting Claims Assessors by ensuring claims are accurately triaged and complete
• Contributing to automation and digital improvements from an operational perspective
• Handling early‑stage complaints with empathy and accuracy, and recording details in line with FCA requirements

About You - what you’ll bring to the role

This role sits within our new pet insurance proposition - a fast‑moving, start‑up style environment within the larger organisation. To make an immediate impact, we’re looking for candidates with proven experience in the pet insurance sector, who can hit the ground running and contribute from day one.

• Customer service experience within pet insurance, including time in a senior role
• Strong working knowledge of Consumer Duty, GDPR, vulnerable customer needs and complaints processes
• Exceptional communication skills - written, verbal and in handling sensitive conversations
• Proven ability to mentor and support others, with strong accuracy and attention to detail
• Confident managing complex or urgent claim scenarios with professionalism and empathy
• Knowledge of complaints handling, claims lifecycle or digital/AI tools (desirable)
• A calm, reassuring communication style - especially with vulnerable customers or sensitive cases
• Passion for creating smooth, efficient customer and vet experiences
• Ownership, accountability and a proactive approach to problem‑solving
• A mindset focused on service quality, process improvement and continuous learning

Why join us?

You’ll be part of a supportive, pet‑loving team shaping a new insurance experience - helping customers and vets feel informed and supported, and ensuring claims flow smoothly from start to finish.

Pets just see people. They aren’t biased and they don’t discriminate. We take our inspiration from pets, and we value and respect difference in all its forms. Our aim is to reflect the diversity of the communities we operate in, and every colleague can help us achieve this. We encourage our people to be themselves so even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you!