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.
Closing Date: Friday 5th September 2025
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 are looking for a passionate and experienced Complaints Operations Manager to join our growing Pet Insurance team. This is a pivotal role, responsible for building and leading our complaints function from the ground up.
You will establish a high-performing team, design efficient, tech-enabled complaints handling processes, and act as the subject matter expert for all regulated and non-regulated complaints. A key focus of this role is to ensure we consistently deliver fair, empathetic, and compliant complaint resolutions that reflect our customer-first and pet-friendly ethos, while meeting all FCA standards.
As the Complaints Operations Manager, you will work cross-functionally with Customer Service, Claims, Compliance, Product, and Technology teams to embed a culture of excellence around customer outcomes. You’ll use complaints insights and root cause analysis to help shape our products and services, driving continuous improvement while ensuring we remain fully aligned with regulatory responsibilities.
This role is ideal for someone with significant insurance complaints experience, a passion for pets and the people who love them, and the expertise to manage regulatory responsibilities with precision, empathy, and care.
As Complaints Operations Manager, you will be responsible for:
Technical Expertise & Case Management
1. Owning the end-to-end handling of complex and high-risk complaints, including regulated complaints under DISP rules
2. Acting as the escalation point for all complaint queries and final response reviews
3. Ensuring complaint decisions are consistent with FCA principles, Consumer Duty, policy wording, and internal standards
4. Keeping up to date with regulatory developments, FCA updates, and FOS trends
5. Collaborating with compliance to ensure governance, reporting, and documentation standards are met
Operational Leadership & Team Development
6. Recruiting, leading and developing a high-performing complaints team
7. Setting clear expectations, coaching and mentoring handlers, and embeding a culture of empathy and excellence
8. Monitoring and managing complaint KPIs in line with FCA requirements
9. Ensuring team members are confident and capable in complaint handling processes and systems
Tools, Training & Process Excellence
10. Collaborating with tech and product teams to design and refine complaints handling workflows and automation
11. Championing the use of tools that improve accessibility, transparency, and resolution speed
12. Designing and delivering engaging training, templates, and guidance for complaint handling standards
13. Fostering a culture of continuous improvement and operational excellence
Root Cause Analysis & Continuous Improvement
14. Leading structured root cause analysis of complaints to identify and resolve recurring themes
15. Producing actionable insights and recommendations to improve customer experience, operational processes, and product design
16. Working with stakeholders across Claims, Operations, Product, and Tech to implement corrective actions
Compliance, Reporting & Redress
17. Defining and maintain clear redress guidelines, ensuring fairness, consistency, and regulatory alignment
18. Maintaining accurate complaint records and evidence to meet FCA and internal governance requirements
19. Ensuring timely and accurate reporting for FCA returns, board packs, and audits
20. Supporting with FOS investigations and regulatory audits as required
About you - what you’ll bring to the role
21. You are an experienced complaints leader with a solid background in pet insurance, and a deep understanding of FCA regulations, DISP rules and Consumer Duty. With at least five years' experience in complaints handling, including at least two years in a senior or lead role, you are confident managing complex and sensitive cases and producing clear, empathetic, and regulatory-compliant final responses.
22. You bring proven experience in building and leading high-performing teams, with a passion for coaching, mentoring, and developing others. You thrive on fostering a culture of accountability, quality, and customer advocacy, ensuring that every resolution balances fairness, compliance, and empathy.
23. Commercially aware and data-driven, you are comfortable analysing complaint trends and root causes, turning insights into meaningful recommendations that influence products, processes, and customer experiences. You are equally at ease working cross-functionally with claims, operations, product, compliance, and technology teams, driving improvements while maintaining the highest standards of governance.
24. You are detail-oriented and precise, with strong regulatory judgement and the ability to manage redress decisions responsibly. At the same time, you are a clear and influential communicator, able to engage confidently with stakeholders and regulators alike.
This is a unique opportunity to shape a new complaints function from day one, embedding best-in-class processes and creating a service that will bring care and compassion to every decision, ensuring our complaints handling reflects the very best of our values. Above all, you are passionate about pets and the people who love them.
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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