Customer Service Advisor

Agria Pet Insurance Limited; Aylesbury; Hybrid; GBP 22,000 - 28,000; Full time

Job summary

A leading pet insurance provider is seeking a Customer Support Specialist to join their team in Aylesbury. This hybrid role involves handling customer inquiries and providing exceptional service. The ideal candidate will have strong communication skills and a passion for customer care. Join a supportive team that values animal welfare and offers great benefits including annual leave and health support.

Benefits

25 days annual leave

Pension and Life Assurance scheme

Health Cash Plan

Discount on pet insurance

Qualifications

• Previous experience in a customer service environment.
• Ability to work under pressure and meet deadlines.

Responsibilities

• Answer customer and claims incoming calls efficiently.
• Handle outbound calls for retention and renewal.
• Resolve customer complaints and maintain accurate records.

Skills

Organisational Skills

Interpersonal Skills

Problem Solving

Communication

Education

Customer Service Experience

Tools

MS Office

Job description

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 permanent, full time basis working in a rotating shift pattern. Fully remote may be considered for the right applicant.

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 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 3 years, with a supportive ethos and family feel. We became one of the UK’s Best Workplaces in 2024 and again in 2025, were awarded Most Trusted Pet Insurer in 2021, we have the top 4 slots on Which? Best Buy pet insurance and we are extremely proud to be the only carbon positive pet insurer in the UK.

The Role:

We’re looking for a Customer Service Advisor to join our busy team here at Agria Pet Insurance.

In this role, you'll be the first point of contact for our valued customers, ensuring their inquiries, concerns, and needs are handled with professionalism and care.

Working to agreed service levels, you’ll be responsible for both inbound and outbound calls.

You’ll be an enthusiastic individual who is passionate about providing outstanding customer service and promoting our brand.

We have a hybrid approach to work and all attend the Aylesbury office every Wednesday.

The start date for this role is Monday 2nd June and you will be required to attend a two week in office induction when you start.

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

This is a full time role working 36 hours per week between the hours of 9:00am-6:00pm Monday-Friday on a rotating shift pattern. You will also be required to work 1 Saturday in 4, 9:00am-1:00pm.

What you’ll be doing:

• Answer all Customer and Claims incoming calls efficiently and professionally
• Outbound calling including; retention and renewal, breeders, requesting information for claims and underwriting of new policy applications
• Objection handling including; policy cancellations, premium increases, Claims decisions
• Respond to customer enquiries appropriately, ensuring all documentation is professional and correct
• Deal and attempt to resolve customer complaints
• Record and maintain accurate policyholder information using the in-house computer systems
• Maintain a thorough working knowledge of all policy terms and conditions
• Ensure all company and departmental policies and procedures are adhered too at all times

What we’re looking for:

• Previous experience of working in a customer service environment
• 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

What we offer:

• 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

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 on the basis of our legal obligation under employment law.

If you have not heard from our careers team within two weeks, please assume on this occasion your application has been unsuccessful.