Claims Phone Agent

About the role

Animal Friends is seeking a friendly and empathetic Claims Phone Agent to join its Claims Team. You will be the first point of contact for pet owners filing a claim, providing support through phone, live chat or email from start to finish.

Key responsibilities

• Answer inbound claims inquiries via phone, live chat and email.
• Guide customers through each stage of the claims process, offering real‑time advice.
• Support pet parents in sensitive situations, including bereavement and difficult claim decisions.
• Collaborate with Technical, Offshore and Operational teams to ensure high‑quality service.
• Share insights to continuously improve the claims process and champion the customer voice.

Required profile

• Experience in a remote or contact‑centre environment.
• Strong communication and empathy to make callers feel heard.
• Ability to handle high call volumes and repetitive tasks while staying focused.
• Understanding of insurance or claims processes is a plus.

Required skills

• Microsoft Office
• Databases

What we offer

• Salary of £25,300 per annum.
• 25 holiday days plus your birthday off.
• Health care cash plan and pension.
• Wellbeing support and pet‑insurance discount.