Senior Pet Claims Champion (Remote)

Home Limited; United States; Remote; 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

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.