Customer Services  2023-04-28 12:08:29


£50000 – £70000/annum

Aylesbury, Buckinghamshire, United Kingdom

Agria Pet Insurance has a fantastic opportunity for a Customer Service & Collections Manager to join our team. This is a Hybrid role and will consist of working from home and our Aylesbury office. You will join us on a full time, permanent basis, and in return, you will receive a competitive salary of £50,000 – £70,000 per annum.

Agria Pet Insurance Limited administers a range of pet insurance policies including those on behalf of The Kennel Club and other affinity partners, providing peace of mind for owners and the best possible care and protection for their pet.

About the role:

As our Customer Service & Collections Manager, you will be responsible for the management of the Customer Service teams, implementing and managing inbound and outbound customer service campaigns, the production of MI, inbound service level agreements, administration of the team and the delivery of missed premium campaigns and collection.

Responsibilities as our Customer Service & Collections Manager will include:

Developing and implementing the strategy for debt management and collections alongside key stakeholders across the business

Setting a clear mission and deploy strategies focused towards that mission

Implementing a clear succession plan while promoting internal progression opportunities

Keeping ahead of industry’s developments and apply best practices to areas of improvement

Line management for the Customer Service Team Leaders: recruitment, training, 1-2-1’s, staff appraisals, personal development plans, discipline and developing talent

Recruiting , mentoring and developing customer service agents and nurture an environment where they can excel through encouragement and empowerment

Controlling resources and utilise assets to achieve qualitative and quantitative targets

Working closely with the Finance Department to manage and reduce overdue debt

Key Skills & Attributes of our Customer Service & Collections Manager:

Previous Operational leadership experience essential

Knowledge of Disciplinary and Performance Management procedures

Excellent organisational skills

Be able to effectively communicate at all levels within the business and liaise with stakeholders to resolve issues

Ability to priorities workloads and use their own initiative

Ability to work independently or as part of a team

Ability to work under pressure and to tight deadlines

Ability to work to agreed performance targets

Versatile, with the ability to adapt quickly to the changing needs of a rapidly developing business

Demonstrate flexibility regarding working hours in order to meet business needs


Salary £50k – 70k

Hybrid working, 1 day in the office usually Wednesday and other ad hoc days as and when required

25 days annual leave plus additional day off for birthday

Life assurance


Company pension with Standard Life

Access to 1000’s of online and high street discounts through HR system

Eyecare vouchers

Cycle to work scheme (after 6 months service)

Buy additional holiday scheme (eligible to buy after 6 months service)

Company sick pay

Wellbeing programme of events and support

Discount on Agria pet insurance

Employee referral scheme

Long service awards

Don’t miss out on this fantastic opportunity to join the Agria team – please click ‘apply’ now to become our Customer Service & Collections Manager – we'd like to hear from you!

All successful applicants are subject to a background and criminal record check.

Any personal data that you provide to us will be used for the sole purpose of processing your job application. This information will be kept for up to 6 months from the date that it is received based on our legal obligation under employment law


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