Customer Service Advisor

Agria Pet Insurance; Aylesbury; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

An established industry player is seeking a passionate Customer Service Advisor to join their dynamic team. In this full-time role, you will be the first point of contact for valued customers, ensuring their needs are met with professionalism and care. This hybrid position allows for flexibility while still fostering collaboration, as team members gather in the Aylesbury office weekly. With a strong emphasis on animal welfare and a supportive work environment, this role offers a unique opportunity to make a positive impact in the pet insurance sector. Join a company that values both its employees and the pets they serve!

Benefits

25 days annual leave

Pension and Life Assurance scheme

Health Cash Plan

Mental health support

Discount on pet insurance

Qualifications

• Experience in a customer-focused role, ideally in a contact center.
• Ability to communicate clearly in both verbal and written form.
• Proactive attitude to learning and problem-solving.

Responsibilities

• Handle customer inquiries and complaints professionally.
• Maintain accurate policyholder information in systems.
• Work to agreed service levels for inbound and outbound calls.

Skills

Customer Service Experience

Effective Questioning Skills

Computer Literacy (MS Office)

Communication Skills

Problem Solving

Teamwork

Enthusiasm for Pets

Job description

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This range is provided by Agria Pet Insurance. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

The Role:

We’re looking for a Customer Service Agent 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 focused role, ideally within a contact centre or office environment
• Effective questioning and listening skills.
• 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
• A big passion for pets!
  
  

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 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 and again in 2024, 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.

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

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Banking

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