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 looking for a passionate and experienced Training Specialist to design, deliver and continuously improve learning experiences across our brand-new pet insurance offering.
This is a pivotal role responsible for developing the knowledge, confidence and regulatory understanding our colleagues need to deliver compassionate, compliant and customer‑first conversations.
From onboarding new colleagues to refining skills across the policy and claims lifecycle, you’ll play a key role in shaping how we support pet owners at every step. You’ll work collaboratively with Quality, Complaints, Technical Leads, Operations and wider business partners to ensure learning is current, relevant and aligned to regulatory requirements and customer expectations.
As Training Specialist, you will be responsible for:
Training and Development
1. Designing and delivering engaging training programmes for new joiners across Customer Service, Policy Administration and supporting areas
2. Creating and maintaining high‑quality learning materials, e‑learning and process guides
3. Providing systems training for all user levels
4. Maintaining and updating a skills matrix to assess and track team competence
5. Delivering refresher training, compliance updates and upskilling workshops
6. Supporting team leaders with coaching, development planning and performance conversations
7. Facilitating soft skills workshops focusing on empathy, vulnerability, communication and regulatory awareness
8. Mentoring and supporting junior colleagues within the training or wider operational team
Communication and Collaboration
9. Working cross‑functionally with Customer Service, Policy Admin, Claims, Complaints, Quality and Tech teams to embed training into change initiatives
10. Representing training excellence in operational meetings and share insights on capability and development needs
Tools, Automation & Process Improvement
11. Developing and maintaining resources within internal knowledge systems and support improvements to automated or AI‑assisted tools
12. Contributing to system and process design from a training and user‑experience perspective
13. Recommending improvements based on learner feedback, audit data or performance insight
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.
14. You are an experienced pet insurance specialist with a passion for training and development
15. A genuine commitment to delivering outstanding customer experiences and supporting pet well‑being throughout the journey
16. You are creative, with an ability to produce engaging training that brings to life our values and captures learners' attention in a remote learning setting
17. You have proven success coaching and mentoring others
18. Your knowledge of FCA Consumer Duty, GDPR, complaint procedures and customer vulnerability best practices will support your ability to educate others
This is a rare opportunity to shape a brand-new operation and create something meaningful for pets and the people who love them.
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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