Customer Support Specialist

Agria Pet Insurance

Location: Buckinghamshire
Closing Date: Friday, March 25th 2022

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Job Type: Customer Service / Home Based / Insurance / Office Based

Job Description

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.

Please state Equine Careers when applying for this vacancy.

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