Customer Support Specialist

Agria Pet Insurance has a fantastic opportunity for a Customer Support Specialist  to join our team. This is a Hybrid role and will consist of working from home and our Aylesbury office. You will join us on a full time, permanent basis working 36 hours per week, on a rotating shift pattern and in return, you will receive a competitive salary.

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 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 3 years, with a supportive ethos and family feel. We became one of the UK’s Best Workplaces™ in 2023 and again in 2024, were awarded Most Trusted Pet Insurer in 2021, we have the top 4 slots on Which? Best Buy pet insurance and we are extremely proud to be the only carbon positive pet insurer in the UK.

About the role:

As our Customer Support Specialist, you will respond appropriately to all customer enquiries and ensure that administration and policy servicing is carried out accurately, on time and to the agreed service levels.

Responsibilities as our Customer Support Specialist will include:

• Handling all retention & renewal calls, both inbound and outbound, to ensure optimal rate of retained and renewed policies.
• Outbound calling including but not limited to; retention and renewal, breeders, requesting information for claims and underwriting of new policy applications.
• Objection handling including but not limited to; policy cancellations, premium increases, claims decisions.
• Answering all Customer incoming calls efficiently, professionally and at all times promoting Agria Pet Insurance.
• Supporting and advising Sales and Customer Service agents with complex queries.
• Escalation point for complex queries and carry out required investigations to find satisfactory resolution.
• Responding to customer enquiries appropriately, ensuring all documentation is professional and accurate.
• Handling any calls that overflow from Sales or Customer Service to maintain required service levels

Qualifications, Skills & Attributes of our Customer Support Specialist:

• Effective questioning and listening skills.
• Good organisational and interpersonal skills.
• The 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.
• The ability to work to agreed performance targets.

Don’t miss out on this fantastic opportunity to join the Agria team – please click ‘apply’ now to become our Customer Support Specialist- we'd like to hear from you!

All successful applicants are subject to a background and criminal record check.

Any personal data that you provide to us will be used for the sole purpose of processing your job application. This information will be kept for up to 6 months from the date that it is received based on our legal obligation under employment law.