Customer Services  2023-08-10 14:32:18


£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 12 month fixed-term contract, working 36 hours per week, on a rotating shift pattern and in return, you will receive a competitive salary.

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. 

Working closely with animal welfare organisations, vets and breeders, gives us deep insight on what's best for pets. And we give back too – including supporting hundreds of animal rescues, protecting for over 80,000 rescued animals, and through donations of over £1m to animal charities. 

We are a strong, growing business with a supportive ethos and family feel. We became one of the Sunday Times Best Places to Work™ in 2023, were awarded Most Trusted Pet Insurer in 2021 and are proud to be the only carbon positive pet insurer in the UK.

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:

Handling 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

Answering all Customer incoming calls efficiently, professionally and at all time promoting Agria Pet Insurance

Supporting and advising Sales and Customer Service agents with complex queries.

Escalating point for complex queries and carry out required investigations to find satisfactory resolution.

Responding to customer enquiries appropriately, ensuring all documentation is professional and accurate.

Handling any calls that overflow from Sales or Customer Service to maintain required service levels

Dealing with and attempt to resolve customer complaints

Recording and maintain accurate policyholder information using the in-house computer systems

Providing and maintain exemplary levels of customer service at all times

Maintaining an expert working knowledge of all policy terms and conditions

Ensuring all company and departmental policies and procedures are adhered to at all times

Qualifications, Skills & Attributes of our Customer Support Specialist:

Effective questioning and listening skills

Good organisational and interpersonal skills

Ability to work under pressure and to tight deadlines

Computer literate (MS Office) with keyboard skills

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

Proactive attitude to learning new things and a fast learner

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


Send this to someone