Customer Service Agent (Full Time)

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

Job summary

Agria Pet Insurance Limited is seeking a Customer Service Advisor to join our team in Aylesbury. In this full-time role, you will be the first point of contact for our customers, delivering exceptional service through efficient management of inquiries and calls, both inbound and outbound.

The position offers a hybrid work model with office attendance every Wednesday. Looking for enthusiastic individuals passionate about customer care, this role requires strong interpersonal and organizational skills along with a commitment to performance targets.

Qualifications

• Previous experience of working in a customer service role within a contact centre environment.
• Ability to communicate clearly in both verbal and written form.
• Ability to cope well under pressure with determination and perseverance.

Responsibilities

• Answer all Customer and Claims incoming calls efficiently.
• Conduct outbound calling for retention and renewal.
• Handle customer complaints and enquiries.
• Record and maintain accurate policyholder information.

Skills

Customer service experience

Effective questioning and listening skills

Organizational skills

Interpersonal skills

Computer literacy (MS Office)

Clear communication skills

Ability to work under pressure

Ability to meet performance targets

Problem-solving initiative

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 Monday 7th September 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 to 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