Overview

Pet Claims Advisor

Bristol - Hybrid (2 days a week in the office)

Full Time, 37.5 hours a week

Starting salary of £24,570 (increased dependent on skills and experience) plus additional benefits.

What you'll be doing

In this role, you’ll handle calls from both customers and their vets, addressing queries and finding tailored pet claims solutions to meet each customer’s unique needs. You'll manage pet claims and guide customers through what can often be a stressful process, providing empathetic and professional support. You’ll assess claims from registration through to settlement, make fair and informed decisions based on policy coverage and veterinary information, and provide clear updates to manage customer expectations.

What we're looking for

• Capable of thriving in a dynamic, fast-moving environment while effectively managing multiple tasks and prioritising workload.
• A strong team player with a proactive attitude, eager to learn and support colleagues.
• Dedicated to providing outstanding customer service—someone who takes pride in high-quality work and always puts the customer first.
• Comfortable handling digital and online tasks, with solid IT skills and previous experience using software such as Microsoft Outlook and Office Applications.
• Open to change and innovation, with a willingness to contribute ideas that enhance the customer experience.
• Contact centre experience is preferable.
• Knowledge of pet insurance, veterinary terminology, or experience in a related field (e.g., animal care, veterinary admin) would be an advantage but is not essential—we’ll provide training.

Hours

37.5 hours, Monday to Friday 8am to 6pm- shifts will be within these hours.

Benefits

• 9% employer contributed pension
• 22 days holiday allowance (plus the option to buy or sell up to 5 days each year)
• 50% off home, motor and pet insurance, plus Green Flag breakdown cover
• Additional optional Health and Dental insurance
• EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way
• Buy as you earn share scheme
• Save as you earn
• Employee discounts and cashback
• Plus, many more

We want everyone to get the most out of their time at DLG. Which is why we’ve looked beyond the financial rewards and created an offer that takes your whole life into account. Supporting our people to work at their best – whatever that looks like – and offering real choice, flexibility, and a greater work-life balance that means our people have time to focus on the things that matter most to them. Our benefits are about more than just the money you earn. They’re about recognising who you are and the life you live.

Be yourself

Direct Line Group is an equal opportunity employer, and we think diversity of background and thinking is a big strength in our people. We're delighted to feature as one of the UK's Top 50 Inclusive Employers and are committed to making our business an inclusive place to work, where everyone can be themselves and succeed in their careers.

We know you're more than a CV, and the things that make you, you, are what bring potential to our business. We recognise and embrace people that work in different ways so if you need any adjustments to our recruitment process, please speak to the recruitment team who will be happy to support you.

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