At a Glance
- Tasks: Support customers with policy renewals and provide tailored insurance solutions.
- Company: Join Agria Pet Insurance, a leader in pet insurance with a supportive team.
- Benefits: Competitive salary, commission structure, generous leave, and health support.
- Other info: Flexible remote work options and excellent career growth opportunities.
- Why this job: Make a difference by helping pet owners secure the best insurance for their furry friends.
- Qualifications: Experience in customer retention and strong communication skills required.
The predicted salary is between 30000 - 32000 £ 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). 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.
What we offer:
- Competitive commission structure – realistic OTE of £30,000 - £32,000 in your first year.
- 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.
Retention Specialist in Aylesbury employer: Agria Pet Insurance
At Agria Pet Insurance, we pride ourselves on being an exceptional employer, offering a vibrant work culture that prioritises employee wellbeing and growth. As a Customer Retention Specialist, you'll enjoy a competitive commission structure, generous annual leave, and access to health and wellness resources, all while working in a supportive environment that values your contributions. Whether you choose to work remotely or from our Aylesbury office, you'll be part of a dedicated team committed to providing outstanding service to our customers.
StudySmarter Expert Advice🤫
We think this is how you could land Retention Specialist in Aylesbury
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Agria Pet Insurance. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Agria Pet Insurance before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Retention Specialist in Aylesbury
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Agria Pet Insurance:Your cover letter is your chance to shine! Tell us why you want to work at Agria Pet Insurance specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Agria Pet Insurance!
How to prepare for a job interview at Agria Pet Insurance
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
