Customer Services 2023-12-14 09:56:39
Permanent
£21630 – £24720/annum
Aylesbury, Buckinghamshire, United Kingdom
Agria Pet Insurance has a fantastic opportunity for a Customer Support Specialist 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 working 36 hours per week working a rotational shift pattern (starting 1st February 2024), and in return, you will receive a competitive salary of £21,630- £24,720 per annum.
Agria Pet Insurance is one of the UK's leading specialist pet insurance providers. We only provide insurance for animals, so truly understand and care about our customers and their beloved pets – especially as most of our team are pet parents, and we're all animal-lovers. Our passion for pets means that we are trusted by the Kennel Club and many other significant affinity partners to provide lifetime pet insurance in their names
About the role:
As our Customer Support Specialist, you will respond appropriately to all customer enquiries and ensure that administration and policy servicing is carried out accurately, on time and to the agreed service levels
Responsibilities as our Customer Support Specialist will include:
Handle all retention & renewal calls, both inbound and outbound, to ensure optimal rate of retained and renewed policies.
Outbound calling including but not limited to; retention and renewal, breeders, requesting information for claims and underwriting of new policy applications
Objection handling including but not limited to; policy cancellations, premium increases, claims decisions
Answer all Customer incoming calls efficiently, professionally and at all times promoting Agria Pet Insurance
Support and advise Sales and Customer Service agents with complex queries
Escalation point for complex queries and carry out required investigations to find satisfactory resolution
Respond to customer enquiries appropriately, ensuring all documentation is professional and accurate
Handle any calls that overflow from Sales or Customer Service to maintain required service levels
Deal with and attempt to resolve customer complaints
Record and maintain accurate policyholder information using the in-house computer systems
Qualifications, Skills & Attributes of our Customer Support Specialist:
Effective questioning and listening skills
The ability to work under pressure and to tight deadlines
Precise comprehension and ability to communicate clearly in both verbal and written form
Ability to work to agreed performance targets
Ability to work independently and as part of a team
Takes ownership by using Initiative and problem solving
Enthusiastic and with a passion to achieve positive results
Ability to cope well under pressure with determination and perseverance
Ability to demonstrate flexibility regarding working hours in order to meet business needs
Versatile, with the ability to adapt quickly to the changing needs of a rapidly developing business
Don’t miss out on this fantastic opportunity to join the Agria team – please click ‘apply’ now to become our Customer Support Specialist- 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