Senior Customer Service Champion – Pet Insurance

Job not on LinkedIn

🔥 1 minute ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 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 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

• 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

• 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