Pet Health Plan (PHP) Processing Lead
We’re excited to offer an opportunity for a Pet Health Plan (PHP) Processing Lead to join our Commercial Services Team. This role is ideal for someone who is highly organised, customer-focused, and motivated to take ownership of key administrative and customer service processes within a growing commercial function.
As the PHP Processing Lead, you will be responsible for the day-to-day management of our Pet Health Plans, ensuring plans are administered accurately, customer queries are handled professionally, and financial compliance is maintained. You will play a vital role in supporting customer satisfaction, managing plan-related activity and debt, and contributing to the smooth running of the wider Commercial Services operation.
This is a fantastic opportunity to build on your existing administrative or financial processing experience while making a real impact on the service we provide to our customers.
Role details
1. Location: The Pet Vet Rotherham (5 days per week on site)
2. Hours: 40 hours per week, Monday–Friday, 9:30am–6:00pm
What you’ll be doing
3. Managing the TAG dashboard (where we hold information on customers joining & leaving our Pet Health Plan), and monitoring Pet Health Plan activity
4. Processing PHP cancellations, failed payments, reinstatements, refunds, and amendments
5. Proactively contacting customers regarding plan failures, cancellations, and available options
6. Handling customer queries via phone and email in a professional and timely manner
7. Maintaining accurate records, trackers, and customer data to support financial reconciliation
8. Supporting the PHP debt process, including issuing debt letters and escalating cases where required
9. Assisting with insurance processing during staff absence or on designated payment days
10. Working collaboratively with colleagues across the business to ensure smooth and efficient operations
What we’re looking for
11. Excellent attention to detail with strong organisational and time-management skills
12. Confident communicator with a customer-focused approach
13. Experience using systems and managing data accurately (Excel experience desirable)
14. Strong administrative skills with good numeracy and computer literacy
15. Ability to work independently while contributing positively to a team environment
16. A proactive, resilient, and solutions-focused attitude
Why join us?
17. A stable weekday role with no weekends or bank holidays
18. The opportunity to take ownership of a key business function
19. A supportive team environment with opportunities for skill development
20. Enjoy a fantastic range of benefits
21. The chance to make a real difference to customer experience and business performance
If you’re organised, motivated, and ready to take the next step in your career, we’d love to hear from you.