Senior Customer Service Champion – Pet Insurance – Expert in Consumer Duty, GDPR, Coaching & Mentoring – Remote UK

About brighthush

brighthush is a trailblazer in the pet insurance arena, redefining how pet owners protect their beloved companions. With a mission to make pet insurance simple, transparent, and accessible, brighthush has become the go-to choice for millions of pet lovers across the United Kingdom. Our culture is built on empathy, innovation, and a relentless commitment to customer satisfaction. As we continue to grow, we’re looking for passionate, experienced professionals who share our vision and want to make a tangible difference in the lives of pets and their owners.

Why Join brighthush?

At brighthush, you’ll be part of a forward‑thinking team that values every voice. We empower our employees with:

• Competitive salary packages and performance‑based bonuses
• Comprehensive health and wellbeing benefits, including mental health support
• Flexible working arrangements – fully remote across the UK
• Continuous learning opportunities: workshops, certifications, and a generous learning budget
• Regular team events, both virtual and in‑person, to foster collaboration and camaraderie
• Access to cutting‑edge technology and tools that streamline your workflow
• A culture that celebrates diversity, inclusion, and the unique perspectives each team member brings

Key Responsibilities

As a Senior Customer Service Champion, you will be the linchpin of our customer experience strategy. Your day‑to‑day tasks will include:

• Handling complex, high‑impact customer queries across multiple channels (live chat, phone, email, and social media)
• Providing expert guidance on policy details, claim processes, and product benefits
• Coaching and mentoring junior team members to elevate their performance and confidence
• Leading root‑cause analysis for recurring issues and collaborating with cross‑functional teams to implement solutions
• Ensuring compliance with Consumer Duty, GDPR, and all relevant regulatory frameworks
• Acting as a liaison between the customer service team and product, underwriting, and claims departments
• Monitoring and reporting on key performance indicators (KPIs) such as CSAT, NPS, first‑contact resolution, and average handling time
• Participating in continuous improvement initiatives, including process redesign, tool enhancements, and knowledge‑base updates
• Championing a culture of empathy, accountability, and proactive problem‑solving

Essential Qualifications

We’re looking for candidates who bring a blend of experience, expertise, and a passion for service excellence:

• Minimum 5 years of progressive experience in customer service, preferably within the pet insurance or broader insurance sector
• Demonstrated knowledge of Consumer Duty, GDPR, and UK regulatory requirements for insurance products
• Proven track record of coaching or mentoring teams, with measurable improvements in performance metrics
• Strong analytical skills, with the ability to interpret data, identify trends, and recommend actionable improvements
• Excellent written and verbal communication skills in English, with a keen eye for detail and clarity
• Proficiency in CRM platforms (e.g., Salesforce, Zendesk), policy administration systems, and live‑chat/telephony tools
• Experience handling high‑volume, high‑complexity customer interactions in a fast‑paced environment
• Adaptability and resilience, with a proactive mindset to navigate change and ambiguity

Preferred Qualifications

These additional credentials will set you apart:

• Experience in the pet care or veterinary services industry
• Knowledge of the latest digital customer experience trends (e.g., AI chatbots, omnichannel support)
• Certifications in customer experience (CX), Six Sigma, or related fields
• Multilingual abilities, especially in languages common within the UK market
• Previous exposure to remote team leadership and virtual coaching techniques

Core Skills & Competencies

Success at brighthush requires a blend of technical and soft skills:

• Customer‑centric mindset: always putting the pet owner first
• Problem‑solving acumen: turning challenges into opportunities for improvement
• Data‑driven decision making: leveraging analytics to inform strategy
• Collaboration: working seamlessly with cross‑functional teams
• Adaptability: thriving in a dynamic, evolving environment
• Leadership: inspiring and motivating others to achieve shared goals
• Time management: juggling multiple priorities while maintaining high quality

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Senior Customer Service Champion, you’ll have access to:

• Structured career pathways: from team lead to regional manager, and beyond
• Mentorship programs: pairing with senior leaders for guidance and insight
• Internal training modules: covering advanced customer experience, regulatory updates, and leadership skills
• External learning: sponsorship for industry conferences, webinars, and certification courses
• Cross‑departmental projects: opportunities to work on product development, claims automation, and digital transformation initiatives

Work Environment & Culture

brighthush is proud of its inclusive, collaborative, and forward‑thinking culture. Even though we operate remotely, we maintain a strong sense of community through:

• Weekly virtual coffee chats and monthly town‑hall meetings
• Annual in‑person retreats (weather permitting) to strengthen team bonds
• Open‑door policy: leaders are always available for feedback and discussion
• Recognition programs: celebrating wins, milestones, and exceptional customer stories
• Pet‑friendly policies: encourage employees to bring their furry friends to virtual meetings and support pet‑related initiatives

Compensation & Benefits

While the exact figures may vary based on experience and location, you can expect:

• Competitive base salary aligned with industry standards
• Performance‑based bonuses tied to individual and team metrics
• Health, dental, and vision insurance packages
• Flexible working hours and fully remote setup
• Annual professional development stipend
• Employee assistance program for mental health and wellbeing
• Pet‑friendly perks: discounts on pet products and services, and a pet‑insurance stipend for employees

How to Apply

If you’re ready to elevate your career, champion exceptional customer experiences, and make a real impact in the pet insurance space, we want to hear from you. Submit your application through the link below and join a team that values innovation, empathy, and growth.