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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 on pet insurance.
- Why this job: Make a difference for pets and their owners while working in a supportive team.
- Qualifications: Experience in customer retention and excellent communication skills required.
- Other info: Fully remote work option available; join a family-like culture in a growing business.
The predicted salary is between 30000 - 42000 £ 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 our products and values, especially our commitment to pet welfare. This will help you connect with the team and show your enthusiasm during interviews.
✨Tip Number 2
Practice your communication skills! Since you'll be handling customer queries, role-play with a friend or family member to get comfortable with objection handling and providing clear information about policies.
✨Tip Number 3
Don’t just apply anywhere; apply through our website! It shows you're genuinely interested in joining Agria and helps us keep track of your application more efficiently.
✨Tip Number 4
Be ready for the induction! Make sure you can commit to the start date and the two-week in-office training. Showing that you're prepared and flexible will make a great impression on us.
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 Application: Make sure to customise your application to highlight your relevant experience in customer retention. Use examples that demonstrate your problem-solving skills and ability to handle objections effectively.
Be Clear and Concise: Keep your writing clear and to the point. We appreciate straightforward communication, so avoid jargon and make sure your application is easy to read and understand.
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!
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 renewing 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.
✨Prepare for Objection Handling
Think about common objections customers might have regarding policy renewals or cancellations. Prepare examples of how you’ve successfully handled similar situations in the past, showcasing your problem-solving skills and communication abilities.
✨Show Your Passion for Pets
Agria Pet Insurance 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.