Join our exciting new insurance venture and help shape the future of pet protection! Were looking for a passionate and experienced Training & Quality Lead to drive excellence across our operational teams in our Insurance business - from sales and service to claims and complaints. Youll design engaging training programmes, embed a culture of continuous learning and ensure our quality assurance framework delivers outstanding outcomes for pets and the people who love them. What Youll Do: Create and deliver impactful training for new joiners and existing teams Lead quality audits across calls, chats, emails and claims decisions Champion regulatory compliance (FCA, Consumer Duty, GDPR) Use data and insights to drive performance and continuous improvement Collaborate across teams to embed training and change rollouts Support the development of digital and AI-assisted training tools What Youll Bring: Extensive experience in training and quality assurance within a regulated environment Practical knowledge of FCA regulations and customer service best practices Exceptional communication and coaching skills A passion for pets and customer wellbeing A data-driven mindset and a flair for creating engaging learning experiences Location & Travel: Remote with a monthly in-person team day at the Insurance Support Office (location tbc) Attendance at other national meetings, and the Pets at Home Support Office in Handforth, Cheshire, as required We take our inspiration from pets in embracing people from all walks of life, and we value, respect and celebrate difference. We encourage our people to be their best selves so that we can create a better world for Pets, our Planet and People. Our ambition is to reflect the diversity of the communities we operate in, and we are intentional in addressing and removing barriers to create opportunities for the exceptional talent and potential in our communities. Even if your skills and experience dont perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you! Why Join Us? At Pets at Home, were building something special. Youll be part of a purpose-led team that puts pets and their people first, with the opportunity to shape how we train, support and grow our colleagues. Ready to make a difference? ?Apply now and help us deliver pet-first insurance with heart.