Retention Agent

RGIT Australia; Salisbury; On-site; GBP 21,000 - 28,000; Full time

Benefits offered by this job

23 days holiday per year (plus bankhol

Birthday off (paid)

4 x salary life assurance

Company pension

Healthcare including 24/7 GP advice &

Discounts at hundreds of brands

Employee assistance programme

Discretionary lunch provided

Job summary

Tedaisy Insurance Group in Salisbury is seeking a Customer Service & Retention Agent to support pet owners as their policies come up for renewal. The role is on-site and focuses on building loyalty through empathetic conversations and clear policy explanations.

You will handle calls, live chat and email, guiding customers through renewals and helping them see the value of staying protected. The team emphasizes outstanding customer experiences and retention.

Qualifications

• Experience in sales, ideally in a fast-paced environment.
• Clear, confident and empathetic communicator.
• Skilled in negotiation and objection handling.
• Strong problem-solving ability and attention to detail.
• Able to manage multiple tasks and systems at once.
• Self-motivated, target-driven and eager to succeed.
• Integrity and fairness – put the customer first while balancing business goals.

Responsibilities

• Be the renewal champion: Reach out to customers approaching the end of their policy, highlight the benefits of staying covered and guide them through the renewal process.
• Deliver outstanding service across phone, live chat and email - every interaction matters.
• Build genuine rapport with customers to foster trust and long-term loyalty.
• Clearly explain policy details so customers feel informed and confident in their decisions.
• Handle objections with empathy and skill, turning hesitation into reassurance.
• Troubleshoot issues and resolve queries promptly, escalating complex cases when needed.
• Keep accurate records in our CRM system and ensure compliance with GDPR and FCA guidelines.
• Share customer feedback to help us improve and innovate.
• Stay up-to-date on products and processes so you can provide expert support.
• Hit performance targets that reflect both customer satisfaction and retention success.

Skills

Sales experience

Communication skills

Negotiation

Problem solving

Multitasking

Self-motivation

Integrity

Tools

CRM system

Job description

Full-time Permanent Entry Level

Description

Join an Award-Winning Team and Help Protect the Pets People Love

Recognised as Best Place to Work 2026 and Best Place to Work for Development 2026, we're looking for a passionate Customer Service & Retention Agent to join our team in Salisbury.

If you love helping people, enjoy building relationships and thrive on making a difference, this could be the perfect role for you.

Every day, you'll support pet owners as their policies come up for renewal, helping them understand the value of staying protected and ensuring their beloved companions continue to receive the cover they need. You'll be a trusted voice, a problem solver and a champion for great customer experiences.

This isn't a role where you're simply answering calls. It's about creating positive conversations, building loyalty and making every interaction count.

What You’ll Do

• Be the renewal champion: Reach out to customers approaching the end of their policy, highlight the benefits of staying covered and guide them through the renewal process.
• Deliver outstanding service across phone, live chat and email - every interaction matters.
• Build genuine rapport with customers to foster trust and long-term loyalty.
• Clearly explain policy details so customers feel informed and confident in their decisions.
• Handle objections with empathy and skill, turning hesitation into reassurance.
• Troubleshoot issues and resolve queries promptly, escalating complex cases when needed.
• Keep accurate records in our CRM system and ensure compliance with GDPR and FCA guidelines.
• Share customer feedback to help us improve and innovate.
• Stay up-to-date on products and processes so you can provide expert support.
• Hit performance targets that reflect both customer satisfaction and retention success.

What We’re Looking For

• Experience in sales, ideally in a fast-paced environment.
• A natural communicator; clear, confident and empathetic.
• Skilled in negotiation and objection handling, with a knack for turning “maybe” into “yes.”
• Strong problem-solving ability and attention to detail.
• Comfortable managing multiple tasks and systems at once.
• Self-motivated, target-driven and eager to succeed.
• Integrity and fairness - you put the customer first while balancing business goals.

Location: Salisbury (on-site, SP1)

Hours: Monday - Friday, 35 hours per week, shift patterns between 9am - 7pm

Pay: £24,500 per annum

What we Offer

• 23 days holiday per year (plus bank holidays)
• Your birthday off (paid)
• 4 x salary life assurance
• Company pension
• Healthcare including 24/7 GP advise & mental health helpline
• Discounts at hundreds of brands you know and love
• Employee assistance programme
• Discretionary lunch provided to assist with cost of living

Company Overview

Tedaisy Insurance Group, a leading UK InsureTech, consisting of Tedaisy Underwriting Limited, Tedaisy Insurance Brokers Limited, Tedaisy Claims Limited and Tedaisy Technologies Limited, provides a full suite of online insurance solutions for pet and travel markets. Together, we bring value to every element of the insurance chain. We use data and automation to deliver market leading products with a superior customer experience, whilst maintaining competitive and fair pricing.