Lead with empathy. Resolve with fairness. Improve every customer journey.
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 a complaints experience that puts pets, and the people who love them, at the heart of every decision. As a Senior Complaints Handler, you’ll own our most complex, high‑profile and sensitive complaints, delivering fair, transparent and timely resolutions while upholding the highest regulatory and service standards.
In this senior role, you’ll act as an escalation point for challenging cases, support and mentor Complaint Handlers and ensure every response is accurate, empathetic and compliant. You’ll play a key part in shaping how we learn from complaints to strengthen our service and prevent repeat issues.
If you’re an expert communicator, a natural problem‑solver and passionate about customer advocacy, this role gives you the opportunity to make a meaningful impact every day.
As a Senior Complaints Handler you will be responsible for:
1. Taking ownership of complex and high‑risk complaints, ensuring fair, timely, FCA‑compliant outcomes
2. Communicating with customers, the Financial Ombudsman Service and internal teams using clear, empathetic, plain‑language communication
3. Acting as an escalation point for sensitive or technical complaints, including those involving vulnerable customers
4. Investigating thoroughly — gathering evidence, liaising with stakeholders and documenting findings accurately
5. Reviewing and approving complaint responses from junior team members, offering clear coaching and feedback
6. Mentoring and training new starters, helping to build capability across the complaints team
7. Conducting root‑cause analysis and identifying trends, sharing insights to drive operational, policy and customer‑experience improvements
8. Supporting regulatory submissions, reporting and internal forums as a subject‑matter expert in complaints handling
9. Recommending redress or compensation in line with internal frameworks and FOS expectations
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. Several years’ complaints handling experience in pet insurance, including time in a senior role
11. Strong knowledge of Consumer Duty, GDPR, FCA DISP, customer vulnerability and complaint‑handling best practice
12. Exceptional written and verbal communication skills, with the ability to adapt style for customers, colleagues, Ombudsman and regulators
13. Proven experience mentoring, training or quality‑checking others’ work
14. High attention to detail with strong investigative and problem‑solving skills
15. Experience in policy admin, claims, DSARs, MI reporting or start‑up environments (desirable)
16. Advanced empathy, diplomacy and emotional intelligence — especially in sensitive or complex cases
17. A calm, structured approach to resolving complaints fairly and transparently
18. A proactive mindset focused on learning, improvement and preventing recurrence
19. Confidence engaging with internal and external stakeholders to influence outcomes
20. Passion for delivering excellent customer experiences for pets and their owners
Why join us?
You’ll be part of a growing, supportive and purpose‑led team where your expertise directly shapes how we improve our service and resolve issues for customers. This is a chance to influence change, champion fairness and help us build a best‑in‑class complaints function.
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!
#LI-DNI