Customer Service Advisor

About the role

We're looking for a Customer Service Advisor to join our busy team here at Agria Pet Insurance. In this role, you'll be the first point of contact for our valued customers, ensuring their inquiries, concerns, and needs are handled with professionalism and care. Working to agreed service levels, you'll be responsible for both inbound and outbound calls. You'll be an enthusiastic individual who is passionate about providing outstanding customer service and promoting our brand. We have a hybrid approach to work and all attend the Aylesbury office every Wednesday. The start date for this role is August 2026 and you will be required to 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 for this role. This is a full time role working 36 hours per week between the hours of 9:00am-6:00pm Monday-Friday on a rotating shift pattern. You will also be required to work 1 Saturday in 4, 9:00am-1:00pm.

Responsibilities

• Answer all Customer and Claims incoming calls efficiently and professionally
• Outbound calling including; retention and renewal, breeders, requesting information for claims and underwriting of new policy applications
• Objection handling including; policy cancellations, premium increases, Claims decisions
• Respond to customer enquiries appropriately, ensuring all documentation is professional and correct
• Deal and attempt to resolve customer complaints
• Record and maintain accurate policyholder information using the in-house computer systems
• Maintain a thorough working knowledge of all policy terms and conditions
• Ensure all company and departmental policies and procedures are adhered too at all times

Requirements

• Previous experience of working in a customer service role within a contact centre environment
• Effective questioning and listening skills.
• Good organisational and interpersonal skills.
• 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.
• Ability to work to agreed performance targets.
• Ability to work independently and as part of a team.
• Takes ownership by using Initiative and problem solving
• Ability to cope well under pressure with determination and perseverance
• Why choose Agria Pet:
• 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.

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