Customer Service Champion – Pet Insurance – Join brighthush’s Growing Team of Compassionate Support Specialists

About brighthush

At brighthush, we’re redefining the way pet owners protect their furry companions. As a leading provider of pet insurance solutions, we combine cutting‑edge technology, transparent policies, and a passion for animal welfare to deliver peace of mind to millions of pet families across the United Kingdom. Our mission is simple: make pet insurance simple, clear, and accessible for everyone. By joining brighthush, you’ll become part of a forward‑thinking, customer‑centric organization that values innovation, integrity, and the well‑being of both pets and people.

Why This Role Is a Game‑Changer

As a Customer Service Champion – Pet Insurance, you’ll be the first line of communication for our valued customers. You’ll help them navigate policy options, resolve concerns, and celebrate the moments when their pets receive the care they deserve. This role is not just about answering questions – it’s about building trust, fostering loyalty, and ensuring that every interaction reflects brighthush’s commitment to exceptional service and regulatory excellence.

Key Responsibilities

• Customer Support Excellence: Handle live chat, email, and outbound calls with empathy, accuracy, and a solutions‑oriented mindset.
• Policy Management: Process renewals, policy changes, and new applications using our advanced CRM and policy administration systems.
• Compliance Champion: Ensure all interactions adhere to FCA, GDPR, and Consumer Duty regulations, maintaining the highest standards of data protection and customer rights.
• Data Integrity: Enter and verify customer information with meticulous attention to detail, ensuring our records are always up‑to‑date and error‑free.
• Continuous Improvement: Provide feedback on process gaps, suggest enhancements, and participate in training sessions to keep skills sharp.
• Team Collaboration: Work closely with underwriting, claims, and product teams to resolve complex issues and share best practices.
• Performance Metrics: Meet or exceed key performance indicators such as response time, resolution rate, and customer satisfaction scores.

Essential Qualifications

• Proven experience in customer service, preferably within the pet insurance or broader financial services sector.
• Strong verbal and written communication skills in English, with the ability to convey complex information clearly and compassionately.
• Hands‑on experience with live chat platforms, email ticketing systems, and outbound call workflows.
• Familiarity with CRM software (e.g., Salesforce, HubSpot) and policy administration tools.
• Knowledge of FCA, GDPR, and Consumer Duty compliance requirements.
• High level of administrative accuracy and attention to detail.
• Ability to work independently in a remote environment while staying connected with a distributed team.

Preferred Qualifications

• Experience working in a remote or hybrid customer service setting.
• Previous exposure to the pet care industry or a genuine passion for animals.
• Multilingual abilities or experience serving diverse customer demographics.
• Certifications in customer service excellence or compliance (e.g., ISO 9001, GDPR Practitioner).
• Proficiency in data analytics tools or basic SQL for reporting purposes.

Core Skills & Competencies

• Customer‑Centric Mindset: Prioritizing the customer’s experience above all else.
• Problem‑Solving: Quickly diagnosing issues and delivering effective solutions.
• Adaptability: Thriving in a fast‑paced, evolving environment.
• Team Player: Collaborating across departments to achieve shared goals.
• Time Management: Balancing multiple tasks while maintaining high quality.
• Tech Savvy: Comfortable learning new software and tools on the fly.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Customer Service Champion, you’ll have access to:

• Structured onboarding and mentorship programs that accelerate your learning curve.
• Regular training workshops covering product knowledge, compliance updates, and advanced customer engagement techniques.
• Clear career pathways into senior support roles, team leadership, or specialized areas such as claims, underwriting, or product development.
• Annual performance reviews that align your goals with brighthush’s strategic objectives.
• Opportunities to contribute to cross‑functional projects, giving you exposure to the entire insurance lifecycle.

Work Environment & Company Culture

Remote‑First, Yet Connected – All team members work from the comfort of their own homes, supported by a robust digital collaboration ecosystem. We schedule regular virtual town halls, team‑building events, and informal coffee chats to keep the community vibrant and engaged.

Values‑Driven – Integrity, empathy, and innovation guide every decision we make. We celebrate successes, learn from challenges, and always put our customers first.

Inclusive & Diverse – brighthush is committed to creating a workplace where everyone feels respected, heard, and empowered to bring their authentic selves to work.

Compensation, Perks & Benefits

While the exact figures may vary based on experience, we offer a competitive salary package that includes:

• Base salary commensurate with industry standards for entry‑level customer service roles.
• Performance‑based bonuses tied to customer satisfaction and operational metrics.
• Health and wellbeing benefits, including a comprehensive medical plan and mental health support.
• Pet‑friendly perks such as discounted pet insurance for you and your furry friends.
• Generous paid time off, flexible working hours, and a fully remote work setup.
• Professional development budget for courses, certifications, and conferences.

How to Apply

Ready to make a difference in the lives of pet owners across the UK? Click the link below to submit your application and join the brighthush family. We’re excited to learn how your passion for customer service and love for animals can help us continue to grow and innovate.