Customer Retention Specialist

The Role:

We’re looking for a Customer Retention Specialist to join our busy team here at Agria Pet Insurance where you’ll support our customers who are coming to the end of their current policy and want to discuss their renewal with us.

A key part of your role will be to actively listen to any customer queries and then work with them to fact find and understand any changes to their policy details and circumstances. You will then utilise your training and our systems to offer the customer 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 our customers, making sure they understand everything about their policy and quotation.

We have a hybrid approach to work and all attend the Aylesbury office every Wednesday. 

The start date for this role is Monday 28th April and you will be required to attend a two week induction when you start. If you join us on a hybrid contract, this induction will take place in the Aylesbury office where you will be required to attend in person before your hybrid working agreement begins. If you are joining us on a remote contract, your induction will be given virtually.

You must be able to commit to these arrangements and start date in order to be considered for this role.

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 in-bound calls whilst navigating our in-house system
• Confident communicator

What we offer:

• Competitive commission structure
• 25 days annual leave which increases with service, plus bank holidays
• Opportunity to buy/sell up to 5 days annual leave per calendar year
• Pension and Life Assurance scheme
• Access to 25% off insuring your pet with Agria. Friends and family are also entitled to a discount too
• We aim to support the health and wellbeing of all our colleagues so you’ll have access to a Health Cash Plan, mental health support and health and wellbeing platforms, including Headspace