Lead with care. Inspire confidence. Deliver fair outcomes 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 building a truly pet‑focused insurance experience — and we’re looking for a Claims Lead who can inspire, support and elevate our Claims Assessors to deliver their very best work. If you’re passionate about compassionate leadership, operational excellence and helping teams grow, this role offers the opportunity to make a meaningful difference every single day.
You’ll nurture a high‑performing team, champion fair and accurate claims decisions and ensure customers and vets receive clear, empathetic and timely support during the moments that matter most.
As a Claims Lead you will be responsible for:
1. Leading and motivating a team of up to 12 Claims Assessors and Senior Assessors, creating an inclusive and pet‑loving culture
2. Holding regular 1:1s, development reviews and coaching sessions to build technical expertise and confidence
3. Overseeing claim accuracy, quality reviews and policy‑compliant decision‑making
4. Supporting complex, sensitive or emotionally challenging claims with compassion and professionalism
5. Promoting transparent communication with customers and veterinary practices
6. Managing workloads, monitoring KPIs and ensuring SLAs are consistently achieved
7. Collaborating with Technical Leads, Complaints, Underwriting, Training & Quality and Tech teams to refine processes and improve customer journeys
8. Encouraging continuous improvement, including opportunities for automation and AI‑enhanced workflows
9. Representing the team in cross‑functional discussions, sharing insights from frontline claim handling
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’ experience in pet insurance claims operations, including time in a supervisory or lead role
11. Strong understanding of claims assessment, policy interpretation, SLAs and compliance expectations
12. Demonstrated ability to lead through encouragement, coaching and empowerment
13. Knowledge of FCA regulations, Consumer Duty, vulnerable customer management and complaints handling
14. Excellent communication skills, emotional intelligence and confidence handling sensitive conversations
15. Strong analytical mindset with the ability to interpret data and identify performance trends
16. Familiarity with automation or AI‑assisted decisioning (desirable)
17. A natural ability to inspire, motivate and build trust
18. Genuine empathy for customers, pets and colleagues — especially in difficult situations
19. Commitment to accuracy, fairness and doing what’s right for pets and the people who love them
20. Resilience, positivity and a proactive, solutions‑focused approach
21. Passion for continuous learning, growth and helping others be their best
Why join us?
You’ll play a key role in shaping a high‑performing claims operation within a growing, purpose‑led insurance business. This is your opportunity to lead a team that makes a meaningful difference — supporting pets and people at the moments 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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