Pet Healthcare Plan Processing Lead

Pet Health Plan (PHP) Processing Lead

We’re excited to offer an opportunity for a Pet Health Plan (PHP) Processing Lead to join our Commercial Services Team. This role is ideal for someone who is highly organised, customer-focused, and motivated to take ownership of key administrative and customer service processes within a growing commercial function.

As the PHP Processing Lead, you will be responsible for the day-to-day management of our Pet Health Plans, ensuring plans are administered accurately, customer queries are handled professionally, and financial compliance is maintained. You will play a vital role in supporting customer satisfaction, managing plan-related activity and debt, and contributing to the smooth running of the wider Commercial Services operation.

This is a fantastic opportunity to build on your existing administrative or financial processing experience while making a real impact on the service we provide to our clients.

Role Details

• Location: The Pet Vet Rotherham (5 days per week on site)
• Hours: 40 hours per week, Monday–Friday, 9:30am–6:00pm

What You’ll Be Doing

• Managing the TAG dashboard and monitoring Pet Health Plan activity
• Processing PHP cancellations, failed payments, reinstatements, refunds, and amendments
• Proactively contacting customers regarding plan failures, cancellations, and available options
• Handling customer queries via phone and email in a professional and timely manner
• Maintaining accurate records, trackers, and customer data to support financial reconciliation
• Supporting the PHP debt process, including issuing debt letters and escalating cases where required
• Assisting with insurance processing during staff absence or on designated payment days
• Working collaboratively with colleagues across the business to ensure smooth and efficient operations

What We’re Looking For

• Excellent attention to detail with strong organisational and time-management skills
• Confident communicator with a customer-focused approach
• Experience using systems and managing data accurately (Excel experience desirable)
• Strong administrative skills with good numeracy and computer literacy
• Ability to work independently while contributing positively to a team environment
• A proactive, resilient, and solutions-focused attitude

Why Join Us?

• A stable weekday role with no weekends or bank holidays
• The opportunity to take ownership of a key business function
• A supportive team environment with opportunities for skill development
• The chance to make a real difference to customer experience and business performance

If you’re organised, motivated, and ready to take the next step in your career, we’d love to hear from you.