At a Glance
- Tasks: Manage customer enquiries and provide solutions to retain pet insurance policies.
- Company: Join Animal Friends, a passionate and supportive team dedicated to pet welfare.
- Benefits: Enjoy 25 days holiday, birthday off, and discounts on pet insurance.
- Other info: Work from home with flexible hours and opportunities for personal growth.
- Why this job: Make a difference for pet owners while developing your customer service skills.
- Qualifications: Experience in high-volume contact centres and strong objection handling skills.
The predicted salary is between 23810 - 23810 £ per year.
Job Advert
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 Pet Insurance Retention Agent
The purpose of the Retention 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/KPI\'s as well as contribute to the achievement of overall departmental performance objectives and SLA\'s
- 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 shouldnt come without its perks, so heres 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.
Department
Customer Services
Contract type
Permanent
Hours
37.5
Salary
£23,810
Pet Insurance Retention Agent employer: Animal Friends
Animal Friends is an exceptional employer, offering a supportive and inclusive work culture that prioritises employee wellbeing and growth. With generous benefits such as 25 days of annual leave plus your birthday off, a day dedicated to volunteering, and discounts on pet insurance, employees are encouraged to thrive both personally and professionally. Located in a dynamic environment, the role of Pet Insurance Retention Agent allows you to make a meaningful impact while being part of a passionate team committed to delivering excellent customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Pet Insurance Retention Agent
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Animal Friends. Understand their values, mission, and what makes them tick. This will help you connect with the interviewer and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your phone skills! Since this role involves handling high volumes of calls, it’s crucial to be comfortable on the phone. Try role-playing with a friend or family member to get used to answering questions and handling objections smoothly.
✨Tip Number 3
Show off your problem-solving skills! During the interview, be ready to share examples of how you've successfully handled challenging customer situations in the past. Highlight your ability to stay calm and professional under pressure – it’s a key trait for this role.
✨Tip Number 4
Apply through our website! We want to make sure your application gets the attention it deserves. Plus, applying directly through our site can sometimes give you a leg up in the process. So, don’t hesitate – get your application in!
We think you need these skills to ace Pet Insurance Retention Agent
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Pet Insurance Retention Agent role. Highlight any experience you have in high-volume contact centres and your skills in objection handling. We want to see how your background fits with what we’re looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about working with Animal Friends and how you can contribute to our team. Keep it friendly and professional, just like the way we handle our customer calls.
Showcase Your Customer Service Skills:In your application, be sure to showcase your customer service skills. Mention specific examples of how you've successfully handled challenging situations or complaints in the past. We love candidates who can champion our customers!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy and straightforward!
How to prepare for a job interview at Animal Friends
✨Know Your Stuff
Make sure you have a solid understanding of the pet insurance products and services offered by Animal Friends. Familiarise yourself with common customer queries and objections, so you can demonstrate your knowledge during the interview.
✨Practice Objection Handling
Since this role involves retaining customers who may want to cancel, practice your objection handling skills. Think of potential scenarios and how you would respond to keep the customer engaged and satisfied.
✨Show Your Customer Service Skills
Prepare examples from your previous experience in high-volume contact centres where you successfully managed challenging situations. Highlight your ability to remain calm and professional while delivering excellent customer service.
✨Create a Comfortable Interview Space
Since the role allows for remote work, ensure you have a quiet and distraction-free space for your interview. A good internet connection is essential, so test your setup beforehand to avoid any technical hiccups.
