Job Ref: 215564838

Date: 2022-01-14 10:08:25

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Agria Pet Insurance 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.

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.

In return for joining us, we will offer you a whole array of benefits including:

25 days holiday plus 8 bank holidays

Holiday buying and selling scheme

A day off on your birthday

A competitive pension and life assurance scheme

Discounted gym membership

Online and high street discounts

Social events and so much more

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 an optimal rate of retained and renewed policies

Outbound calling includes but is not limited to retention and renewal, breeders, requesting information for claims and underwriting of new policy applications

Objection handling includes but is 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 a 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

Dealing with and attempting to resolve customer complaints

Recording and maintaining accurate policyholder information using the in-house computer systems

Providing and maintaining exemplary levels of customer service at all times

Maintaining an expert working knowledge of all policy terms and conditions

Ensuring all company and departmental policies and procedures are adhered to at all times

Carrying out additional duties as requested by management to meet business requirements

Attending training, meetings and company events

Complying with Health and Safety policies and procedures

What we are looking for in our Customer Support Specialist:

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 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

Enthusiastic and with a passion to achieve positive results

Proactive attitude to learning new things and a fast learner

Ability to cope well under pressure with determination and perseverance

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

Don’t miss out on this fantastic opportunity to join the Agria team – please click ‘apply’ now to become our Customer Support Specialist or visit our company website for a full job description.

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

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