Retention Agent

Tedaisy Insurance Group; Salisbury; On-site; GBP 22,000 - 27,000; Full time

Benefits offered by this job

23 days holiday

Birthday off

Life assurance 4x salary

Company pension

Healthcare (GP advice & mental health)

Discounts at brands you know and love

Employee assistance programme

Lunch provided

Job summary

Tedaisy Insurance Group in Salisbury is hiring a Customer Service & Retention Agent to support policy renewals and help pet owners understand the value of staying protected. You’ll handle phone, live chat and email, build genuine rapport with customers, explain policy details clearly, and resolve queries with empathy while ensuring GDPR and FCA compliance.

This is an on-site role, 35 hours per week, with a competitive salary and a benefits package including 23 days holiday, pension, healthcare,

Qualifications

• Experience in sales or customer-facing roles.
• Clear, confident and empathetic communication.
• Ability to negotiate and handle objections effectively.
• Strong problem-solving and attention to detail.

Responsibilities

• Be the renewal champion: reach out to customers at renewal and guide them through the process.
• Deliver service across phone, live chat and email.
• Build genuine rapport to foster loyalty.
• Clearly explain policy details so customers feel informed.
• Handle objections with empathy and skill.
• Troubleshoot issues and resolve queries promptly, escalating when needed.
• Keep accurate CRM records and ensure GDPR compliance.
• Share customer feedback to help improve products and processes.
• Stay up-to-date on products and processes to provide expert support.
• Hit performance targets reflecting customer satisfaction and retention.

Skills

Sales experience

Excellent communication

Negotiation

Objection handling

Problem solving

Multitasking

Customer focus

Job 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
• Competitive salary
• Discretionary lunch provided to assist with cost of living