Job Description

Location: Remote working, with some requirement to travel to the Insurance Support Office (location tbc) and Pets at Home Support Office in Handforth, Cheshire, or the Stafford office, 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 coming to life in a new way as we introduce our own pet insurance offering.
We're 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. Our goal is to complete the full pet-care ecosystem, giving customers everything they need in one trusted place.
As we grow, we're building a frontline service team that shares our passion for pets, our commitment to customer care, and our ambition to deliver something truly exceptional.
About the Role
We are looking for a passionate, hands-on Operations Service Lead to guide, support, and inspire our Customer Service and Policy Admin team as we build a brand-new service operation for our pet insurance product. Pet Insurance experience is a must for this role.
As a frontline team leader, you will be responsible for day-to-day coaching, performance support, and creating a positive, pet-loving culture where colleagues feel valued, supported, and empowered to do their best work.
You'll help your team deliver exceptional service across quotes, policy servicing, billing, renewals, live chat, outbound calls and email, ensuring every customer interaction reflects our values and meets FCA requirements. In the early days you'll support with system testing, as well as providing cross functional support to our customers.
You will work closely with the Operations Service Manager, Claims, Underwriting, Complaints and our Training & Quality teams, ensuring the team is confident, knowledgeable, and equipped to deliver service excellence. Through data, insight, and nurturing talent, you'll help shape the service experience we're building from the ground up.
This role is perfect for someone with frontline leadership experience in pet insurance, who is very hands on, and who brings strong coaching capability, operational awareness, and a genuine passion for supporting people to grow.
As Service Operations Lead, you will be responsible for:
Inspiring Leadership, Coaching & Team Development

• Provide daily coaching, support and motivation to a team of up to 12 Customer Service colleagues, including Seniors
• Create a positive, inclusive, empathetic culture where colleagues feel supported to thrive
• Hold regular check-ins and development conversations focused on growth and wellbeing
• Celebrate success and encourage continuous learning
• Ensure team members understand expectations and are supported to meet KPIs, quality and accuracy standards

Customer Experience, Quality & Compliance

• Ensure every interaction reflects fairness, care and technical accuracy
• Support vulnerable customers and uphold FCA Consumer Duty principles
• Complete quality reviews and embed feedback constructively
• Support the resolution of first-line complaints and appropriately escalate unresolved issues
• Promote high standards in documentation, compliance and customer care

Operational Delivery & Continuous Improvement

• Monitor live dashboards to ensure service levels, live chat response times and SLAs are consistently met
• Support workflow planning and ensure resources are allocated effectively across shifts
• Identify operational bottlenecks, inefficiencies and customer friction points
• Provide feedback to the Training, QA, Tech and Operations teams to improve processes and performance
• Promote consistency and continuous improvement across the wider service operation

Data-Driven Performance Support

• Use data to understand team trends, strengths and development needs
• Report on team KPIs, contact trends and emerging risks
• Use insight to guide coaching, recognise great performance, and reduce errors
• Support the team in achieving accuracy, quality, and productivity goals

Collaboration & Cross-Functional Support

• Work closely with Claims, Underwriting, Complaints, QA/Training and Compliance
• Share customer insights to help shape improvements in customer journeys, product and process
• Support cross-training initiatives to build knowledge and capability across teams

About You - what you'll bring to the role

• You're an enthusiastic and supportive team leader with experience in pet insurance, and you care deeply about creating a brilliant experience for both customers and colleagues
• You bring a coaching-first approach to leadership - encouraging growth, supporting confidence, and helping people succeed
• You're empathetic, calm under pressure, and able to guide your team through sensitive or emotionally challenging conversations involving pets and their owners
• You understand policy admin, billing, renewals and SLA delivery, and feel confident navigating FCA and Consumer Duty requirements
• You're comfortable working with CRM and telephony systems, making data-led decisions, and striving for continuous improvement
• Most importantly, you're passionate about pets and want to help build something meaningful - a service operation that sets a new standard for care, trust and customer experience

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...
https://petsathome.cnddtid.com/66/Insurance_Business_Register_Interest
We take our inspiration from pets in embracing people from all walks of life, and we value, respect and celebrate difference. We encourage our people to be their best selves so that we can create a better world for Pets, our Planet and People. Our ambition is to reflect the diversity of the communities we operate in, and we are intentional in addressing and removing barriers to create opportunities for the exceptional talent and potential in our communities. 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!
#LI-DNI

Skills Required