Customer Service Phone Agent

Animal Friends; United Kingdom; Remote; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Health care plan

Pension

Wellbeing support

Pet insurance discount

25 days holiday

Birthday off

Job summary

Animal Friends is seeking a friendly Customer Service Phone Agent to join our UK team. You will be the first point of contact for policyholders, assisting with queries and policy updates, and ensuring a positive customer experience.

The role covers standard hours, with a 4-week virtual induction, and a comprehensive benefits package. You will handle inbound calls, resolve issues empathetically, and maintain performance targets while learning our products and procedures.

Qualifications

• Experience in phone-based customer service preferred.
• Excellent communication and active listening skills required.
• Ability to stay calm and professional when handling challenging inquiries.

Responsibilities

• Handle inbound customer calls and deliver friendly, professional service.
• Manage complaints calmly and find solutions that satisfy customers.
• Meet individual and team targets while maintaining high quality standards.
• Develop knowledge of products, systems and regulatory requirements.
• Share best practices and support team success.

Skills

Customer service

Communication

Empathy

Problem solving

Resilience

Education

High school diploma

Job description

Job Advert

At Animal Friends Insurance, we’re passionate about providing excellent service to our customers and helping them protect the pets they love. We’re looking for a friendly, empathetic and motivated Customer Service Phone Agent to join our team.

Job Advert

At Animal Friends Insurance, we’re passionate about providing excellent service to our customers and helping them protect the pets they love. We’re looking for a friendly, empathetic and motivated Customer Service Phone Agent to join our team. If you enjoy talking to people, solving problems and delivering great customer experiences, this could be the perfect opportunity for you!

This is a full-time position responsible for covering our customer support hours, working Monday to Friday from 9:00am to 5:00pm.

Our Customer Service Phone Agents will all start on Monday 11th January and there will then be a 4-week virtual induction/training.

Package: £25,300pa, 25 holiday days (plus your birthday off), health care cash plan, pension, wellbeing support and pet insurance discount.

As a Customer Service Phone Agent, you’ll be a key point of contact for our existing policyholders, helping them with queries and updates to their policies. You’ll put customers at the heart of every interaction, ensuring they receive friendly, professional and efficient support.

To give you an idea what to expect, you’ll be:

• Handling inbound customer calls and delivering excellent customer outcomes.
• Managing challenging conversations and complaints calmly and professionally.
• Meeting individual and team performance targets while maintaining high standards of quality.
• Developing your knowledge of our products, systems, procedures and regulatory requirements.
• Sharing best practice and working collaboratively with colleagues to support team success.

What You’ll Be Doing as a Claims Phone Agent:

• Excellent communication skills, with a friendly, polite and empathetic approach.
• The ability to remain calm, professional and efficient in challenging situations.
• Resilience and confidence when managing high volumes of customer contact.
• A self-motivated attitude and a commitment to achieving personal and team goals.
• The ability to build positive relationships with customers and colleagues.
• Flexibility, adaptability and a positive approach to change in a fast-paced environment.
• Able to easily work from home with a quiet space and good internet connection

Why choose Animal Friends

Animal Friends has been supporting UK pet owners for more than 25 years with our comprehensive and meaningful pet insurance. We are not only an award-winning business but one of the largest pet insurance providers in the UK. But we’re not like other leading UK pet insurers, we were built to be unmistakably different – giving back to incredible animal welfare and conservation charities, at home and around the world, as they fight to support and care for vulnerable pets, wildlife, and habitats. So far, we’ve helped support over 800 charities and conservancies across the UK and worldwide and donated over £8.5 million and continue to use our voice and platform to fight for positive change. We believe that even the smallest act can make a big difference.

We understand that our success is only possible because of how we work together, which is why our company values of being courageous, kind-hearted and passionate are the heart of what we do – and we simply wouldn’t be who we are today without our colleagues, who embody these values every day.

We are part of Doubtless Pet Care, one of the largest pet insurance and services organisations globally, with over 4,500 colleagues supporting over 6 million pets across the globe. Our passion for pets powers our purpose to help pet parents get better access to better care, so they can focus on the joy that happy healthy pets bring to their lives.

Inclusion, Diversity and Belonging at Animal Friends

At Animal Friends, we take inclusion seriously. This means nurturing a culture that respects everyone as an individual and values the unique perspectives we all bring through our background, characteristics, and lived experiences.

We know that harnessing our differences makes us stronger and helps us to deliver better outcomes for our customers and each other. That’s why we are committed to ensuring that everyone is treated fairly and without discrimination, and we are passionate about creating an inclusive environment where everyone feels they belong.

Our recruitment process

As an FCA regulated business, we require successful applicants to clear our pre-employment screening process which includes a credit check, a Fit and Proper check and reference checks. Under the latest UK Right to Work regulations, we will require successful applicants to evidence their right to work in the UK, either in person, online, or digitally via a third party subject to circumstances. Please be aware this advert will remain open until the vacancy has been filled rather than the advertised closing date. Interviews will take place throughout this period; therefore, we encourage you to apply early to avoid disappointment.

Department

Customer Services

Contract type

Permanent

Hours

37.5

Salary

£25,300