Job Advert
Pinnacle Pet UK – Policy Operations Team Leader
Are you an experienced operations leader ready to make a real impact? Do you thrive in a fast-paced, people-first environment? We’re looking for a Policy Operations Team Leader to oversee our growing team of Policy Administrators and ensure operational excellence across administration and print functions.
At Pinnacle Pet UK, we deliver more than insurance—we provide peace of mind to pet owners across the UK and beyond. If you're passionate about motivating teams, streamlining processes, and delivering outstanding customer outcomes, this could be your next big move.
Package: £31,500 pa salary with excellent benefits
Location: (UK-based) Hybrid, 1-2 days per week in our Borehamwood offices
Full Time: 37.5 hours per week, Monday – Friday 8.30am – 5pm, no weekends
Here’s what you’ll be getting up to:
- Lead, manage, and motivate a team of around 15 Policy Administrators
- Oversee day-to-day operations including post, emails, outbound print, and new claim setups
- Monitor quality, service levels, and workflow to meet or exceed SLAs
- Serve as a key contact for outsourced partners for post and print transitions
- Support recruitment, performance management, training, and development
- Collaborate on continuous improvement, risk management, and cross-skilling
- Act as a role model and promote a high-performance, customer-focused culture
- Support the delivery of positive customer outcomes and compliance with regulatory expectations
What you’ll bring:
- Proven experience managing a busy back office or contact centre team
- Strong workflow oversight and people development skills
- First-class customer service and team leadership abilities
- Ability to manage change and drive operational efficiency
- Excellent communication, organisation, and decision-making skills
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
At Pinnacle Pet UK, we believe that Happy, healthy pets, make for happy, healthy people. Our goal is to strengthen the bond between pets and their owners through innovative products and services supported by colleagues who embody our values of performance, exploration, togetherness, and sustainability.
We are part of the Pinnacle Pet Group (PPG) – a pan European fully integrated pet insurance and pet health services provider. On a mission to help pets live happy, healthy lives with their pet parents, PPG are committed to supporting the diverse needs of their customers and colleagues with a clear ambition to become the world leader in pet insurance and healthcare services.
Our people
The current team at Pinnacle Pet UK truly represents the broad diversity of our pet parents and we are proud to be an equal opportunities employer. We welcome applications from people of all ages, genders, ethnicities, nationalities, disabilities, religions, and sexual orientations. Your application will be dealt with in the strictest of confidence.
Our process
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.
