Customer Retention Specialist

Agria Pet Insurance; Aylesbury; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Competitive commission structure

25 days annual leave

Pension and Life Assurance

Pet insurance discount 25%

Health and wellbeing support

Job summary

Agria Pet Insurance is hiring a Customer Retention Specialist to support customers nearing policy renewal, helping them understand options and secure suitable products and pricing. The role can be remote or based at the Aylesbury office once a week, with a two-week in-office induction on start date.

You will handle retention calls, advise on renewals, address objections, and assist Sales and Customer Service with complex queries, while maintaining accurate policyholder data in our system.

Qualifications

• Experience in a customer retention environment.
• Strong initiative and problem solving abilities.
• Ability to overcome objections and resolve issues.
• Excellent communication and listening skills.
• Proficient with in-house computer systems.

Responsibilities

• Handle retention and renewal calls to maximise policy retention.
• Make outbound calls for retention, renewals, breeders, and information gathering.
• Handle objections such as cancellations or price increases.
• Support Sales and Customer Service with complex queries.
• Escalate and investigate complex queries for resolution.
• Record and maintain accurate policyholder information in systems.

Skills

Retention experience

Problem solving

Objection handling

Communication skills

Call handling

CRM systems

Tools

In-house CRM

Job description

The Role:

We're looking for a Customer Retention Specialist to join our busy team here at Agria Pet Insurance where you'll support our customers who are coming to the end of their current policy and want to discuss their renewal with us.

A key part of your role will be to actively listen to any customer queries and then work with them to fact find and understand any changes to their policy details and circumstances. You will then utilise your training and our systems to offer the customer the most suitable products and price for their upcoming insurance needs.

You'll be enthusiastic about our products and be able to talk confidently to our customers, making sure they understand everything about their policy and quotation.

This role can be based fully remote or from our Aylesbury, Buckinghamshire office once a week (every Wednesday).

You will be required to attend a two week, in office induction when you start (accommodation provided for remote workers).

You must be able to commit to these arrangements in order to be considered for this role.

What you’ll be doing:

• 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.
• Support and advise Sales and Customer Service agents with complex queries.
• Be the escalation point for complex queries and carry out required investigations to find a satisfactory resolution.
• Handle any calls that overflow from Sales or Customer Service to maintain required service levels
• Record and maintain accurate policyholder information using the in-house computer systems

What we’re looking for:

• Previous experience of working in a customer retention environment with a passion for providing great customer service
• Good initiative and problem solving skills
• Ability to overcome customer objections and drive a positive resolution through excellent communication skills (questioning and listening)
• Good computer skills - able to take in-bound calls whilst navigating our in-house system
• Confident communicator

Why choose Agria Pet:

Agria Pet Insurance is one of the UK's leading specialist pet insurance providers. We only provide lifetime 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 Royal Kennel Club, Lloyds 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 over 100,000 rescued animals, and through donations of over £2m to animal charities.

We are a strong, growing business, having doubled our GWP in the last 5 years, with a supportive ethos and family feel. We became one of the UK's Best Workplaces in 2023, 2024, 2025 and again in 2026, we have the top 4 slots on Which? Best Buy pet insurance, are ranked 4.8 on Trustpilot (higher than any other pet insurance provider) and we are extremely proud to be the only carbon negative pet insurer in the UK.

What we offer:

• Competitive commission structure
• 25 days annual leave which increases with service, plus bank holidays
• Opportunity to buy/sell up to 5 days annual leave per calendar year
• Pension and Life Assurance scheme
• Access to 25% off insuring your pet with Agria. Friends and family are also entitled to a discount too
• We aim to support the health and wellbeing of all our colleagues so you'll have access to a Health Cash Plan, mental health support and health and wellbeing platforms, including Headspace