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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: Competitive commission, 25 days leave, health support, and discounts for you and your pets.
- Why this job: Make a real difference for pet owners while working in a supportive, pet-loving environment.
- Qualifications: Experience in customer retention and excellent communication skills are essential.
- Other info: Fully remote work option available; join a team 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 Advisor 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 Monday 12th January 2026 and you will be required to attend a two week, in office induction when you start (accommodation provided). 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.
- Confident communicator.
Why choose Agria Pet:
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 Workplaces™ 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.
What we offer:
- Competitive commission structure.
- 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.
Customer Retention Advisor employer: Agria Pet Insurance
Contact Detail:
Agria Pet Insurance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Retention Advisor
✨Tip Number 1
Get to know Agria Pet Insurance inside out! Familiarise yourself with their products and values, especially their commitment to pets. This will help you connect with customers and show your enthusiasm during calls.
✨Tip Number 2
Practice active listening skills. When you're on the phone, make sure to really listen to what the customer is saying. This will help you address their concerns effectively and build a rapport, making them more likely to renew their policy.
✨Tip Number 3
Don’t shy away from role-playing scenarios with friends or family. Simulate those tricky customer calls where objections might come up. The more you practice, the more confident you'll be in handling real-life situations.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re tech-savvy and ready to navigate our systems, which is a big plus for this role.
We think you need these skills to ace Customer Retention Advisor
Some tips for your application 🫡
Show Your Enthusiasm: When writing your application, let your passion for customer service shine through. We want to see that you’re genuinely excited about helping customers and discussing their insurance needs.
Tailor Your Experience: Make sure to highlight any previous experience in customer retention or similar roles. We love seeing how your skills align with what we’re looking for, so don’t hold back on sharing relevant examples!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your writing is easy to read and gets straight to the heart of why you’d be a great fit for us.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity with Agria Pet Insurance!
How to prepare for a job interview at Agria Pet Insurance
✨Know Your Stuff
Before the interview, make sure you’re familiar with Agria Pet Insurance and their products. Understand the importance of customer retention and be ready to discuss how you can contribute to keeping customers happy and informed about their policies.
✨Practice Active Listening
Since the role involves handling customer queries, practice your active listening skills. During the interview, show that you can listen carefully and respond thoughtfully to questions. This will demonstrate your ability to understand customer needs effectively.
✨Prepare for Objection Handling
Think of common objections customers might have regarding policy renewals or changes. Prepare responses that show empathy and problem-solving skills. This will help you illustrate your capability to handle difficult situations during the interview.
✨Show Your Passion for Pets
Agria values a love for animals, so don’t hesitate to share your own experiences with pets. Whether it’s a funny story or a heartfelt moment, showing your enthusiasm for pets can help you connect with the interviewers and align with the company culture.