Senior Claims Service Champion – Pet Insurance

Job not on LinkedIn

🔥 5 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

🔒 Insurance

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Illinois Department of Human Services

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1997

🏛️ Government

🌍 Social Impact

Government • Social Impact

Illinois Department of Human Services is the state of Illinois agency responsible for planning, coordinating and delivering a broad range of human and social services to residents. It administers programs that support low-income individuals and families, people with disabilities, mental and behavioral health services, and other community assistance aimed at promoting well‑being and self‑sufficiency across the state.

📋 Description

• Handle all claim submission types, including urgent, high-value and sensitive cases • Communicate with customers and vets, gather required information and provide proactive updates • Make outbound calls to clarify details, provide reassurance and ensure claims are ready for assessment • Act as an escalation point for vulnerable customers, complex situations and claim-related complaints • Review and approve communications from junior team members • Provide guidance, mentoring and coaching • Support onboarding and training while sharing best practice and ensuring team quality • Identify process bottlenecks and suggest improvements to customer and vet experiences • Support Claims Assessors by ensuring claims are accurately triaged and complete • Contribute to automation and digital improvements operationally • Handle early-stage complaints with empathy and accuracy • Record complaint details in line with FCA requirements

🎯 Requirements

• Proven experience in the pet insurance sector • Customer service experience within pet insurance, including time in a senior role • Strong working knowledge of Consumer Duty, GDPR, vulnerable customer needs and complaints processes • Exceptional written and verbal communication skills, including handling sensitive conversations • Proven ability to mentor and support others • Strong accuracy and attention to detail • Ability to manage complex or urgent claim scenarios with professionalism and empathy • Knowledge of complaints handling, claims lifecycle or digital/AI tools (desirable) • Calm, reassuring communication style, especially with vulnerable customers or sensitive cases • Passion for creating smooth, efficient customer and vet experiences • Ownership, accountability and proactive problem-solving approach • Mindset focused on service quality, process improvement and continuous learning

🏖️ Benefits

• Travel expenses covered for required travel up to once per month • Supportive, pet-loving team • Opportunity to shape a new insurance experience • Training and onboarding support • Professional coaching and development through mentoring and best-practice sharing • Opportunity to contribute to automation and digital improvements • Commitment to diversity, inclusion and respect