Support customers. Resolve complex cases. Make a real difference for pets and their people.
Location: remote working, with some requirement to travel to the Insurance Support Office (location tbc) and Pets at Home Support Office in Handforth, Cheshire, as required. Attendance at other national meetings, as required.
About Us
“We’re all for pets, what we do matters for pet owners across the UK. This is more than a business, it’s a responsibility. It’s a promise and commitment we make each day to provide excellent care for each pet that comes through our door."
Pets at Home’s vision, “To create a better world for pets and the people who love them”, is about to be realised further as we enhance our overall offering to pets and owners, through the introduction of our insurance product.
We are embarking on a mission to redefine the personal insurance experience through data-driven innovation and advanced technology, with a wrap-around customer experience that embodies our ethos and values.
About the Role
We’re growing our new Insurance business and looking for a Senior Customer Account Specialist who combines expertise, empathy and confident decision‑making to support customers through the account‑recovery journey. If you enjoy working in a regulated environment, managing overdue or at‑risk accounts and finding fair, sustainable solutions, this role offers the chance to make a meaningful impact.
As a senior member of the team, you’ll take ownership of more complex and sensitive cases, including high‑risk and challenging account‑recovery situations. You’ll work with customers who may be experiencing financial difficulty or vulnerability, guiding them toward the right outcomes with clarity, care and professionalism. You’ll also mentor junior colleagues, provide insight to improve our recovery processes and help maintain accuracy, fairness and regulatory integrity in every decision.
As Senior Customer Account Specialist, you will be responsible for:
1. Resolving complex outstanding balance queries, chargebacks, cancellations and repayment arrangements
2. Holding sensitive conversations with empathy, guiding customers toward fair solutions while meeting FCA and Consumer Duty requirements
3. Processing policy changes, reinstatements, adjustments and data updates with exceptional accuracy
4. Maintaining audit‑ready records and ensuring data integrity across systems
5. Supporting the Service Operations Lead with day‑to‑day team oversight
6. Coaching and mentoring junior colleagues on systems, communication skills, objection handling and call quality
7. Collaborating with Training, Quality, Claims, Underwriting and Complaints teams to resolve complex cases and improve processes
8. Handling early‑stage complaints, contributing to root‑cause analysis and tracking outcomes in line with FCA guidance
9. Identifying service, process and technology improvements — helping us deliver efficient, compassionate, customer‑first experiences
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.
10. Collections or payment recovery experience in pet insurance, including time in a senior role
11. Strong working knowledge of Consumer Duty, GDPR, vulnerability and complaints regulation
12. Outstanding verbal and written communication skills, with confidence handling sensitive and complex customer scenarios
13. Proven ability to coach, mentor and support the development of others
14. Excellent attention to detail, accuracy and confidence working with CRM, policy admin, live chat and telephony systems
15. Familiarity in automation, AI‑assisted support or QA/process improvement welcomed
16. Genuine empathy for customers — especially those facing financial or emotional challenges
17. Strong problem‑solving skills and emotional intelligence
18. A proactive, delivery‑focused approach that helps the team meet service and quality targets
19. Commitment to doing the right thing for pets, their owners and the business
Why join us?
You’ll be part of a supportive team shaping a new and growing insurance operation. This is an opportunity to influence how we support customers, mentor future talent and continually improve our service — all while helping pets and their people when they need us most.
Interested in joining our Insurance business but this isn’t the right role for you? Follow the below link to register your interest for upcoming roles as we build our team…
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!
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