Senior Customer Service Champion – Pet Insurance

Illinois Department of Human Services

. Handle complex customer queries, including reinstatements, billing issues, escalations and renewal disputes .

Posted 10/20/2026full-timeRemote • United KingdomSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer service within the pet insurance sector, with a strong focus on compliance with Consumer Duty, FCA regulations, and GDPR. Proven ability to coach and mentor team members while delivering exceptional support throughout the policy lifecycle.

Highest-signal resume keywords

Pet Insurance ExperienceConsumer Duty ComplianceCoaching And MentoringPolicy Administration AccuracyCustomer Service Excellence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Policy AdministrationProcess ImprovementComplaint HandlingRoot Cause AnalysisPerformance Improvement

Soft Skills

EmpathyEmotional IntelligenceProblem-SolvingAttention To DetailCommunication Skills

Tools & Technologies

CRM SystemsPolicy Administration SystemsLive Chat ToolsTelephony ToolsQA Processes

Industry Keywords

FCA RegulationsGDPRVulnerability PoliciesCustomer QueriesEscalation Management

About the role

Key responsibilities & impact

Handle complex customer queries, including reinstatements, billing issues, escalations and renewal disputes
Communicate with empathy and professionalism, especially in conversations involving vulnerable customers
Support the Service Operations Lead with daily team oversight and escalation management
Coach and mentor junior team members across live chat, email and outbound calls
Conduct call listening, provide feedback and help drive performance improvements
Process policy updates accurately and maintain audit-ready records
Collaborate with Underwriting, Claims, Training & Quality and Complaints teams
Ensure compliance with Consumer Duty, FCA regulations, GDPR and vulnerability policies
Identify customer pain points, support process improvements and contribute to system enhancements
Handle early-stage complaints and contribute to root cause analysis
Deliver outstanding support across the full policy lifecycle, from quote and purchase to renewals and retention

Requirements

What you’ll need

Proven experience in the pet insurance sector
Customer service experience in pet insurance, including time in a senior role
Strong working knowledge of Consumer Duty, GDPR, vulnerability and complaints processes in a regulated environment
Excellent written and verbal communication skills, with confidence in sensitive or complex conversations
Proven coaching and mentoring experience
High attention to detail and strong accuracy in policy administration
Skilled in CRM, policy administration systems, live chat and telephony tools
Experience in QA, automation/AI-enabled service or process improvement (desirable)
Genuine empathy and emotional intelligence when supporting customers
Calm, solutions-focused problem-solving skills
A proactive approach to service quality, improvement and team success
Commitment to doing the right thing for pets, their owners and the business

Benefits

Comp & perks

Remote working with travel required up to once per month (expenses covered)
Permanent employment
39 hours per week
Opportunity to shape a customer-first experience within a purpose-driven, pet-loving business
Opportunity to help customers at meaningful moments while supporting team growth and capability