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- Tasks: Support customers with policy renewals and provide tailored insurance solutions.
- Company: Join Agria Pet Insurance, a leading pet insurance provider passionate about animal welfare.
- Benefits: Remote work options, competitive salary, and a supportive team environment.
- Why this job: Make a real difference for pet owners while working in a fun, pet-loving culture.
- Qualifications: Experience in customer retention and excellent communication skills required.
- Other info: Be part of a growing company recognised as one of the UK's Best Workplaces.
The predicted salary is between 28800 - 43200 £ per year.
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.
This role can be based fully remote or from our Aylesbury, Buckinghamshire office once a week (every Wednesday). The start date for this role is Tuesday 7th April 2026 and you will be required to attend a two week, in office induction when you start (accommodation provided for remote workers). 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 inbound calls whilst navigating our in-house system.
Agria Pet Insurance is one of the UK's leading specialist pet insurance providers. We only provide lifetime insurance for animals, so truly understand and care about our customers and their beloved pets - especially as most of our team are pet parents, and we're all animal-lovers. Our passion for pets means that we are trusted by the Royal Kennel Club, Lloyds and many other significant affinity partners to provide lifetime pet insurance in their names. 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. We are a strong, growing business, having doubled our GWP in the last 5 years, with a supportive ethos and family feel. We became one of the UK's Best WorkplacesTM in 2023, 2024 and again in 2025, we have the top 4 slots on Which? Best Buy pet insurance and we are extremely proud to be the only carbon negative pet insurer in the UK.
Customer Retention Specialist in Aylesbury employer: Agria Pet Insurance Limited
Contact Detail:
Agria Pet Insurance Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Retention Specialist in Aylesbury
✨Tip Number 1
Get to know Agria Pet Insurance inside out! Familiarise yourself with our products and values, especially our commitment to animal welfare. This will help you connect with the team and show your enthusiasm during interviews.
✨Tip Number 2
Practice your listening skills! As a Customer Retention Specialist, you'll need to actively listen to customer queries. Try role-playing with a friend or family member to sharpen your ability to ask the right questions and respond effectively.
✨Tip Number 3
Don’t shy away from showcasing your problem-solving skills! Think of examples from your past experiences where you’ve successfully handled objections or resolved complex issues. This will demonstrate your capability to handle the challenges of the role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at Agria Pet Insurance. Good luck!
We think you need these skills to ace Customer Retention Specialist in Aylesbury
Some tips for your application 🫡
Show Your Passion for Pets: When you're writing your application, let your love for pets shine through! Mention any personal experiences you have with animals and how they relate to customer service. We want to see that you genuinely care about our furry friends.
Tailor Your Application: Make sure to customise your application to highlight your relevant experience in customer retention. Use examples from your past roles that demonstrate your problem-solving skills and ability to handle objections. This will help us see why you're a great fit!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your key skills and experiences are easy to spot. This helps us quickly understand what you bring to the table.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Agria Pet Insurance Limited
✨Know Your Stuff
Before the interview, make sure you’re familiar with Agria Pet Insurance and its products. Understand the importance of customer retention and be ready to discuss how you can help customers feel valued and understood during their renewal process.
✨Practice Active Listening
Since the role involves handling customer queries, practice active listening techniques. During the interview, show that you can listen carefully and respond thoughtfully to questions, demonstrating your ability to understand customer needs.
✨Prepare for Objection Handling
Think about common objections customers might have regarding policy renewals or premium increases. Prepare examples of how you’ve successfully handled similar situations in the past, showcasing your problem-solving skills and positive communication.
✨Show Your Passion for Pets
Agria values a passion for pets, so don’t hesitate to share your own experiences with animals. Whether it’s about your pet or a story that highlights your love for animals, this will resonate well with the team and show you’re a great cultural fit.