Overview
We’re recruiting for the role of Customer Retention Specialist at Agria Pet Insurance. You’ll support customers who are coming to the end of their current policy and want to discuss their renewal. You will listen to customer queries, fact-find changes to policy details and circumstances, and use our training and systems to offer the most suitable products and price for their upcoming insurance needs. You’ll be enthusiastic about our products and be able to talk confidently to customers, making sure they understand everything about their policy and quotation. This role can be based fully remote, with a hybrid approach requiring attendance at the Aylesbury office every Wednesday. The start date is Monday 1 September, and you will attend a two-week in-office induction when you start. You must be able to commit to these arrangements and start date in order to be considered. There is an achievable OTE in the first year of £30,000 per annum.
What you’ll be doing
* 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.
* Support and advise Sales and Customer Service agents with complex queries.
* Be the escalation point for complex queries and carry out required investigations to find a satisfactory resolution.
* Handle any calls that overflow from Sales or Customer Service to maintain required service levels
* Record and maintain accurate policyholder information using the in-house computer systems
What we’re looking for
* Previous experience of working in a customer retention environment with a passion for providing great customer service
* Good initiative and problem solving skills
* Ability to overcome customer objections and drive a positive resolution through excellent communication skills (questioning and listening)
* Good computer skills - able to take inbound calls whilst navigating our in-house system
* Confident communicator
Why choose Agria Pet Insurance
Agria Pet Insurance is one of the UK's leading specialist pet insurance providers. We provide lifetime insurance for animals and truly understand and care about our customers and their beloved pets—especially as most of our team are pet parents and animal lovers. Our passion for pets means that we are trusted by The Royal Kennel Club, Lloyds and many other affinity partners to provide lifetime pet insurance in their names. We work closely with animal welfare organisations, vets and breeders to gain deep insight into what's best for pets. We also give back by supporting hundreds of animal rescues, protecting over 100,000 rescued animals, and donating over £2m to animal charities. We are a growing business, have been recognised as one of the UK’s Best Workplaces, and are proud to be carbon negative.
What we offer
* 25 days annual leave, increasing with service, plus bank holidays
* Option to buy/sell up to 5 days of annual leave per calendar year
* Pension and Life Assurance scheme
* Access to 25% off insuring your pet with Agria (friends and family discounts available)
* Health and wellbeing support, including a Health Cash Plan and access to mental health resources
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