At a Glance
- Tasks: Manage high volumes of customer calls, providing solutions and retaining business.
- Company: Join Animal Friends, a leading UK pet insurance provider dedicated to animal welfare.
- Benefits: Enjoy 25 days holiday, birthday off, gym discounts, and pet insurance perks.
- Other info: Remote work with a supportive team culture focused on inclusion and diversity.
- Why this job: Be part of a passionate team making a positive impact on pets and their owners.
- Qualifications: Experience in a contact centre, strong communication skills, and ability to handle objections.
The predicted salary is between 23810 - 23810 £ per year.
Package
An annual salary of £23,810 with 25 holiday days (plus your birthday off) pension, wellbeing support and pet insurance discount.
Hours
37.5 Mon-Friday 9am-5pm
Start Date
3rd November, and there will be a 4 week virtual induction/training
What we look for in you
- Previous experience of working within a high-volume contact centre environment
- Ability to handle high volumes of complex incoming calls daily
- Comfortable working in a structured, highly compliant environment as well as working to deadlines and targets
- Objection handling skills, with an ability to identify and deliver the best possible customer outcomes
- Calm, professional and efficient when handling challenging situations or complaints
- Comfortable working across a variety of contact channels (telephony email and live chat) as required
- Able to easily work from home with a quiet space and good internet connection
What you\'ll get up to as a Retention Phone Agent
The purpose of the Retention Phone Agent role is to assess and meet customer demands and needs, through the offering of products and solutions to retain business.
To give you an idea what to expect, you’ll:
- Managing high volumes of incoming customer telephone enquiries in a friendly, professional, and timely manner.
- Providing solutions to customers looking to change products, make outstanding payments and renew their policy
- Assessing customer needs and use in-depth objection handling skills to retain customers who are looking to cancel
- Maintain accurate customer records in the company database
- Maintain an in-depth knowledge regarding our products, procedures, systems, and regulations
- Achieve personal performance objectives/KPIs as well as contribute to the achievement of overall departmental performance objectives and SLAs
- Our customers are the heart of everything we do and, as a key part of your role, we would expect you to champion our customers to ensure that you and our teams deliver good outcomes for them and their pet
Why choose Animal Friends
Animal Friends has been supporting UK pet owners for more than 25 years with our comprehensive and meaningful pet insurance. We are not only an award-winning business but one of the largest pet insurance providers in the UK. But we’re not like other leading UK pet insurers, we were built to be unmistakably different – giving back to incredible animal welfare and conservation charities, at home and around the world, as they fight to support and care for vulnerable pets, wildlife, and habitats. So far, we’ve helped support over 800 charities and conservancies across the UK and worldwide and donated over £8.5 million and continue to use our voice and platform to fight for positive change. We believe that even the smallest act can make a big difference.
We understand that our success is only possible because of how we work together, which is why our company values of being courageous, kind-hearted and passionate are the heart of what we do – and we simply wouldn’t be who we are today without our colleagues, who embody these values every day.
We are part of the Pinnacle Pet Group (PPG) – a pan European fully integrated pet insurance and pet health services provider. On a mission to help pets live happy, healthy lives with their pet parents, PPG are committed to supporting the diverse needs of their customers and colleagues with a clear ambition to become the world leader in pet insurance and healthcare services.
What you’ll get
We recognise that your hard work shouldn`t come without its perks, so here`s a little list of some of the things you can expect to get from us:
- 25 days annual leave, which increases with service, plus bank holidays
- A day off for your birthday
- One paid day off per year to volunteer with a UK-registered animal charity of your choice
- Access to 50% off insuring pet companions with Animal Friends
- Free access to our expert vet partner, Joii Pet Care, for your cat and/or dog
- Your mental and physical health is incredibly important to us. That’s why we offer discount on gym membership, access to a dedicated Wellbeing Hub and a healthcare cash plan / Group life assurance.
- We like to celebrate success and recognise excellent employee performance; we will donate £3k to the charity of our employee of the quarter’s choice
- Most importantly, you’ll be working with, and supported by, a team of courageous, passionate, and kind-hearted individuals – we might be biased, but we think that they’re a pretty pawsome bunch!
Inclusion, Diversity and Belonging at Animal Friends
At Animal Friends, we take inclusion seriously. This means nurturing a culture that respects everyone as an individual and values the unique perspectives we all bring through our background, characteristics, and lived experiences.
We know that harnessing our differences makes us stronger and helps us to deliver better outcomes for our customers and each other. That’s why we are committed to ensuring that everyone is treated fairly and without discrimination, and we are passionate about creating an inclusive environment where everyone feels they belong.
Our recruitment process
As an FCA regulated business, we require successful applicants to clear our pre-employment screening process which includes a credit check and references checks. Under the latest UK Right to Work regulations, we will require successful applicants to evidence their right to work in the UK, either in person, online, or digitally via a third party subject to circumstances.
Please be aware this advert will remain open until the vacancy has been filled rather than the advertised closing date. Interviews will take place throughout this period; therefore, we encourage you to apply early to avoid disappointment.
Retention Phone Agent Remote - UK Customer Services employer: Animal Friends Pet Insurance Ltd
Animal Friends is an exceptional employer that prioritises the well-being and growth of its employees, offering a competitive salary, generous holiday allowance, and unique benefits such as a day off for your birthday and volunteer opportunities with animal charities. Our inclusive and supportive work culture fosters collaboration and celebrates individual contributions, ensuring that every team member feels valued and empowered to make a difference in the lives of pets and their owners.
Contact Details:
Animal Friends Pet Insurance Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Retention Phone Agent Remote - UK Customer Services
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Animal Friends Pet Insurance Ltd. 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 Animal Friends Pet Insurance Ltd 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 Phone Agent Remote - UK Customer Services
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 Animal Friends Pet Insurance Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Animal Friends Pet Insurance Ltd 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 Animal Friends Pet Insurance Ltd!
How to prepare for a job interview at Animal Friends Pet Insurance Ltd
✨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.
