Job search

Operations Service Manager – Pet Insurance

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.

Salary: £50K to £60K DOE plus comprehensive benefits package

Closing date – Friday 22nd August

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 Operations Service Manager to help us build and lead a brand-new service operation for our pet insurance offering. This is a pivotal role, responsible for delivering a first-class, tech-enabled frontline customer experience from the ground up.

You’ll lead, grow, and develop teams of empathetic and knowledgeable customer champions, ensuring every customer receives exceptional care and support from their very first interaction through the full lifecycle of their policy. Working in close partnership with our Head of Claims, QA and Training teams, you will play a key role in creating a customer experience that reflects our love for pets, our values, and our commitment to putting the customer at the heart of everything we do.

You’ll shape our operational strategy, drive performance and process excellence, and embed a culture of continuous improvement. Using digital tools and technology to streamline workflows, you’ll help us provide an efficient, empathetic, and scalable customer service experience, especially in those moments that matter most.

This role will suit someone with strong people leadership and at least 3 years operational management experience, gained in pet insurance, who is looking to make a meaningful impact in a fast-moving, purpose-driven environment.

As Operations Service Manager, you will be responsible for:

Operational Leadership and Performance Management

• Lead and inspire a growing team of frontline service advisors to deliver exceptional experiences across all communication channels
• Monitor and manage key KPIs such as first contact resolution (FCR), response times, and customer satisfaction
• Set clear expectations, coach and develop team members, and foster a high-performance, quality-focused culture
• Drive shift planning, capacity management and ensure the team is well-resourced to meet customer demand

Customer Service Excellence

• Ensure every customer interaction is handled with empathy, accuracy, and professionalism, especially when discussing pet health or loss
• Support vulnerable customers and ensure alignment with FCA Consumer Duty principles
• Champion a culture of quality and compliance through QA reviews, coaching, and process improvements
• Ensure product knowledge and regulatory compliance understanding are embedded within the team
• Identify friction points and service failures, using customer feedback to drive improvements

Technology, Tools and Systems

• Champion the use of digital tools (CRM, live chat, telephony, AI knowledge bases) to enhance service and efficiency
• Collaborate with tech and product teams to shape future enhancements and identify new features based on frontline feedback
• Ensure the team is confident and capable using all systems, supported by regular training and knowledge updates
• Explore solutions for enhanced out-of-hours support to meet customer needs

Operational Excellence and Continuous Improvement

• Work closely with Operational Change to refine and improve journeys across product, support, and renewals
• Identify opportunities to improve handling time, increase self-service uptake, and reduce customer effort
• Monitor complaint root causes and work with the Complaints and Training/QA teams to resolve repeat issues through improvements in people, process, or systems

People Leadership and Development

• Recruit, onboard, and develop high-performing customer champions
• Conduct regular coaching, performance reviews, and development planning
• Build a culture of empathy, collaboration, continuous learning, and passion for pets
• Celebrate success and ensure your team feels connected to our mission and purpose

About You - what you’ll bring to the role

You are an experienced operations leader with a track record of building and managing high-performing customer service teams within the pet insurance industry.

With sound leadership and coaching skills, you are confident developing others and know how to build a customer-first culture rooted in empathy, quality, and compliance. You are tech-savvy and comfortable working with CRM systems, telephony, and digital service tools, and you understand how to use data to drive performance and improvements.

You are commercially aware, emotionally intelligent, and comfortable operating in fast-paced or emotionally sensitive situations. You are passionate about delivering exceptional customer outcomes and always looking for ways to improve service through technology, training, and process change.

Your knowledge of FCA Consumer Duty and customer vulnerability best practices will support your ability to build a compliant, trusted and caring customer experience. Ideally, you also bring experience in start-up or scale-up environments and enjoy building from the ground up.

This is a rare opportunity to shape a brand-new operation and create something meaningful for pets and the people who love them.

For a confidential initial conversation please contact [email protected]

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!