Customer Support Specialist

Agria Pet Insurance has a fantastic opportunity for a Customer Support Specialist to join our team working working between our home and office days in the Aylesbury offices, fully remote considered for the right applicant. You will join us on a full time, permanent basis,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 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 Kennel Club and many other significant affinity partners to provide lifetime pet insurance in their names.  

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 aility to work to agreed performance targets.
• Takes ownership by using Initiative and problem solving
• The ability to cope well under pressure with determination and perseverance
• The ability to demonstrate flexibility regarding working hours in order to meet business needs.
• Versatile, with the ability to adapt quickly to the changing needs of a rapidly developing business.

Desirable Qualifications & Experience:

• Strong working knowledge of all product Terms & Conditions.
• Expert knowledge of Agria products, both current and historic.
• Educated to GCSE level or equivalent.
• Strong customer service skills essential.
• Reliable with a sense of responsibility essential.
• Enthusiastic, flexible with the desire to succeed.
• To have a genuine interest in the health and wellbeing of animals.

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.