Operations Coordinator

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Petcover is a global pet insurance provider covering all animals from budgies to bulldogs and skinks to stallions. We are the leading pet insurance provider in Australia and New Zealand and are growing rapidly in the UK and Europe.

Pets are at the heart of our business and our employees; supporting pet parents is what we do best, and why we love working at Petcover.

Purpose

Supports the Head of Operations by providing hands-on assistance across operational and claims activities, helping to establish and improve processes in a fast-growing start-up environment. The role focuses on coordination, analysis, and day-to-day support.

Responsibilities and Activities

• Assist the Head of Operations in implementing and refining operational processes across the business.
• Provide day-to-day support for office operations, ensuring smooth workflows and helping to resolve issues as they arise.
• Support the preparation of operational reports, dashboards, and basic analysis.
• Identify opportunities for process improvement and communicate recommendations to the Head of Operations.
• Support cross-functional collaboration with finance, sales, marketing, and operations teams to help drive business outcomes.
• Provide hands-on support for claims-related activities, including gathering information, coordinating documentation, and monitoring progress.
• Assist in ensuring claims are handled in accordance with internal guidelines and regulatory expectations.
• Act as a first point of coordination for straightforward claims enquiries and escalate more complex matters to senior team members.
• Help maintain claims records, reporting, and quality checks.
• Contribute insights to support continuous improvement in claims processes.
• Assist in managing customer enquiries, including claims enquiries, ensuring timely follow-up and service level expectations are met.
• Provide support to internal teams by helping troubleshoot operational or claims-related issues.
• Liaise with external partners and service providers as needed, ensuring smooth communication and follow-through.
• Contribute to building foundational processes and documentation as the company scales.
• Flex across different tasks and priorities as business needs evolve.
• Take on additional responsibilities over time as operations and claims functions mature.

Required Skills

• Foundational understanding of insurance operations, including basic claims processes, underwriting concepts, and policy administration.
• Experience working within an insurance or financial services environment (start-up or growth environments beneficial).
• Ability to interpret simple performance or operational data and identify areas for improvement.
• Strong organisational skills with the ability to manage ad-hoc tasks and shifting priorities.
• Good communication skills, with the ability to build relationships across internal teams and external partners.
• Familiarity with insurance technology platforms or claims systems is an advantage.
• Willingness to step in and support a wide variety of tasks in a lean start-up team.
• Proactive mindset with the ability to work independently and escalate issues appropriately.
• Interest in developing deeper operational and claims expertise as the role evolves.

Job Types: Full-time, Permanent

Benefits:

• Employee discount
• Sick pay

Work Location: In person