Customer Service Advisor

Agria Pet Insurance; Aylesbury; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

25 days annual leave

Pension and Life Assurance

Health & wellbeing support

25% pet insurance discount

Staff development pathway

Buy/sell up to 5 days

Job summary

Agria Pet Insurance is seeking a Customer Service Advisor in Aylesbury. You’ll be the first point of contact for customers, handling inquiries, claims and policy information with care and professionalism.

This role is hybrid with in-office Wednesdays, 36 hours per week, 9:00 to 18:00, Monday to Friday, plus one Saturday every four weeks. You’ll join a team focused on excellent service and brand protection.

Qualifications

• Experience in a customer service role within a contact centre.

Responsibilities

• Handle inbound and outbound calls to customers and claims.
• Maintain accurate policyholder records in in-house systems.
• Respond professionally to customer enquiries and resolve complaints.
• Support retention and renewal efforts.
• Adhere to service levels and company policies.

Skills

Customer service

Communication

Questioning & listening

Organisational skills

MS Office

Written & verbal communication

Target driven

Tools

MS Office

Job description

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 23rd November 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 role within a contact centre 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
• Ability to cope well under pressure with determination and perseverance

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:

• 25 days annual leave which increases with service, plus bank holidays
• Opportunity to buy/sell up to 5 days annual leave per calendar year
• A clear development pathway within the team, helping you grow your skills and progress through levels - with pay increases as you advance.
• 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