Protect customer outcomes. Elevate quality. Shape the future of pet insurance.
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 building something special in our new Insurance business — and we’re looking for a Quality Specialist who’s passionate about delivering outstanding experiences for pets and their owners.
In this role, you’ll be the guardian of customer outcomes and regulatory integrity across Claims, Customer Service/Policy Administration, and Complaints. You’ll drive continuous improvement, strengthen our quality framework, and ensure every interaction reflects fairness, empathy, and operational excellence.
As Quality Specialist, you will be responsible for:
1. Conducting quality audits across calls, chats, emails, claims and complaints
2. Supporting the design and evolution of our quality monitoring framework, ensuring alignment with Consumer Duty, FCA, GDPR, CIDRA and wider best practice
3. Identifying trends, risk and root causes — turning insight into impactful coaching, training and process improvements
4. Partnering with Claims, Customer Service, Complaints, Training and Tech teams to drive aligned, consistent quality
5. Delivering clear, actionable reporting that tells the story behind the data
6. Mentoring and supporting junior team members, sharing best practice and helping build capability
7. Contributing to tooling development, automation opportunities and AI‑enhanced QA processes to improve efficiency and customer experience
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.
8. Experience in Pet Insurance operations, including time in a Quality Assurance or Specialist role
9. Strong understanding of Consumer Duty, GDPR, complaints handling, vulnerability and regulatory expectations
10. A natural champion of great customer outcomes with a passion for doing the right thing for pets and their owners
11. Clear, confident communicator who is able to influence stakeholders and translate complex information into simple, actionable insight
12. Proven experience coaching others, calibrating quality standards and supporting the design of QA frameworks
13. Data‑driven mindset with excellent attention to detail and a commitment to continuous improvement
14. Adaptable, proactive and comfortable working in a fast‑paced, evolving environment
Why join us?
This is an exciting opportunity to shape the quality landscape of an ambitious new insurance business — influencing processes, customer journeys and future tooling from the ground up. You’ll play a key role in ensuring our customers receive transparent, fair and empathetic experiences every time they need us.
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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