Job title:         Customer Support Specialist

Salary:            £21,000 per annum

Hours:            Full time, permanent

Location:        Hybrid, working 2 days in the Aylesbury offices and 3 days at home

Do you have a passion for horses and would love to talk about them all day long? Do you enjoy working in customer services? Then this is the role for you!

We has a fantastic opportunity for a Customer Support Specialist to join our team. The role is hybrid based upon completion of the training which will take place in our Aylesbury offices. You will join us on a full-time, permanent basis, and in return, you will receive a highly competitive salary of £21,000 per annum, plus benefits.

The working hours are 36 hours per week, Monday to Friday from 9am to 6pm and 1 in 3 Saturdays working 9am to 1pm on a rotational shift pattern.

Agria Pet Insurance Limited develops their own branded pet insurance policies, whilst administering others which include the Kennel Club Pet Insurance. We work with all partners to provide peace of mind for owners and the best possible care and protection for their pets.

Working closely with animal welfare organisations, vets and breeders, gives us deep insight into what's best for pets. We give back too - including supporting hundreds of animal rescues, protecting over 80,000 rescued animals, and through donations of over £1m to animal charities.

We are a strong, growing business with a supportive ethos and family feel. We became one of the UK’s Best Workplaces™ in 2020, were awarded Most Trusted Pet Insurer in 2021, and are proud to be one of the only carbon neutral pet insurers in the UK.

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.

About the role

As our Customer Support Specialist, your role will be to 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:

  • Handle 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.
  • Answer all Customer incoming calls efficiently, professionally and at all times promoting Agria Pet Insurance.
  • Support and advise Sales and Customer Service agents with complex queries.
  • Escalation point for complex queries and carry out required investigations to find satisfactory resolution.
  • Respond to customer enquiries appropriately, ensuring all documentation is professional and accurate.
  • Handle any calls that overflow from Sales or Customer Service to maintain required service levels
  • Deal with and attempt to resolve customer complaints
  • Record and maintain accurate policyholder information using the in-house computer systems
  • Provide and maintain exemplary levels of customer service at all times
  • Maintain an expert working knowledge of all policy terms and conditions

 What we would like you to have

  • Excellent and demonstrable knowledge of horses and the equine sector required (Horse experience is essential)
  • Effective questioning and listening skills.
  • Good organisational and interpersonal skills.
  • Ability to cope well under pressure with determination and perseverance and meet tight deadlines.
  • Computer literate (MS Office) with keyboard skills.
  • Precise comprehension and ability to communicate clearly in both verbal and written form.
  • Ability to work to agreed performance targets.
  • Ability to work independently and as part of a team.
  • Willingness to takes ownership by using Initiative and problem solving
  • Enthusiastic and with a passion to achieve positive results

What we can offer you

A whole array of benefits including:

  • 25 days holiday plus 8 bank holidays
  • A competitive pension and life assurance scheme
  • investment in your training and continued development throughout your career with us
  • The option to buy and sell holidays
  • A day off on your birthday
  • Discounted gym membership
  • 1000s of online and high street discounts
  • and so much more.

For a full job description, please click here

Don’t miss out on this fantastic opportunity to join the Agria team – please click ‘apply’ now to become our Customer Support Specialist.

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