Customer Service Advisor - Pet Protect
Are you passionate about delivering amazing customer experiences and making a difference in the lives of pets and their people? At Pet Protect, part of the Doubtless Pet Care Group, we’re looking for a dedicated and empathetic Customer Service Advisor to join our growing team.
This is more than a contact centre job it’s an opportunity to be the trusted voice for pet parents navigating important decisions about their pet’s care and protection.
Package: £25,700 pa with excellent benefits including 24 holiday days (plus your birthday) 2 days off for charity work, Group life assurance and heath care cash plan.
Location: Remote
Full Time: 37.5 hours per week, Monday – Friday 9.00am – 5.30pm, some weekend cover on a rota basis
Here’s what you’ll be getting up to as a Customer Service Advisor:
- Responding to pet insurance enquiries via inbound calls, email, and live chat
- Delivering outstanding customer care, including renewal retention and policy updates
- Handling general enquiries, complaints, and policy information with professionalism and empathy
- Meeting performance targets while maintaining high quality service standards
- Recording customer data accurately and in line with GDPR and internal policies
What you’ll bring as a Customer Service Advisor:
- Experience in a Contact Centre role (calls, email, live chat)
- Strong communication skills – both written and verbal
- Excellent attention to detail and ability to manage time under pressure
- Resilient, calm, empathetic, and solution-focused – especially in emotional or complex scenarios
What you can expect from us:
- 24 Days holiday, increasing with length of service, your birthday off plus the option to buy extra days holiday as part of our flexible benefits offering.
- 2 days paid charity volunteering
- Pension scheme 5% Employer 3% Employee contributions
- Life Assurance
- Healthcare cash plan
- Option to join your team and company social events.
About us
Pinnacle Pet UK is a Top 5 UK Pet insurer with a clear ambition to be the leading Pet healthcare and insurance services partner in the UK.
We are part of the Doubtless Pet Care Group – a pan European fully integrated pet insurance and health services platform which was set up as a joint venture between JAB Holding Company and BNP Paribas Cardif. PPG’s ambition is to create the leading pet insurance and health services platform globally.
Over the last two years, through the success of our partnership strategy, which includes Sainsbury’s Bank, PDSA and Post Office, we’ve doubled the size of our business. We have ambitious growth plans through UK and European partnerships, and own brand and a clear vision for the development of our customer and partner proposition.
Not only do we have big ambitions for innovation, customer experience and growth, we also pride ourselves on being a great place to work. We know not everyone works best confined to the four walls of the office, which is why we embrace hybrid working. Our teams come together to collaborate in the office when needed, but we also have the space and the freedom to work from home. We believe people should have the best of both worlds to foster creativity, social connections, shared learning autonomy and productivity. It helps support a good work-life balance, and it’s the way we want to be.
We are an equal opportunities employer, committed to eliminating discrimination in the workplace and to promoting equal opportunities for all staff.
We offer accessibility help with application forms which is available via the jobs page of our website.
As an FCA regulated business, we require successful applicants to clear our pre-employment screening process which includes a credit check and references checks. Under the latest UK Right to Work regulations, we will require successful applicants to evidence their right to work in the UK, either in person, online, or digitally via a third party subject to circumstances.
Please be aware this advert will remain open until the vacancy has been filled rather than the advertised closing date. Interviews will take place throughout this period; therefore, we encourage you to apply early to avoid disappointment.
