At a Glance
- Tasks: Engage with customers, handle inquiries, and provide solutions to retain their business.
- Company: Join Animal Friends, a leading pet insurance provider dedicated to customer satisfaction.
- Benefits: Enjoy 25 days holiday, birthday off, pet insurance discounts, and wellbeing support.
- Other info: Work from home with flexible hours and a virtual training programme.
- Why this job: Be part of a supportive team that values kindness and passion for pets.
- Qualifications: Experience in a contact centre, strong communication skills, and ability to handle challenges.
The predicted salary is between 23810 - 23810 £ per year.
Overview
Retention Phone Agent role at Animal Friends. The purpose of this role is to assess and meet customer demands and needs, through the offering of products and solutions to retain business.
Package and Benefits
Package: An annual salary of £23,810 with 25 holiday days (plus your birthday off), pension, wellbeing support and pet insurance discount.
Hours
Hours: 37.5 per week, Mon–Friday 9:00–17:00
Start Date
Start Date: 3 November, with 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
Responsibilities
- 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 using 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 departmental performance objectives and SLAs
- Champion our customers to ensure good outcomes for them and their pets
What You’ll Get
- 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
- Access to 50% off insuring pet companions with Animal Friends
- Free access to Joii Pet Care for your cat and/or dog
- Discounts on gym membership, wellbeing resources, and life cover
- Recognition of excellent performance with charitable donations
- Supportive team environment with colleagues who are courageous, kind-hearted and passionate
Inclusion, Diversity and Belonging
We are committed to inclusion, fairness, and creating an environment where everyone belongs, regardless of background or characteristics.
Our Recruitment Process
As an FCA regulated business, successful applicants must clear pre-employment screening (including references checks and a credit check) and evidence the right to work in the UK. The advert will remain open until the vacancy is filled; interviews will occur throughout the period, so apply early.
Details
Department: Customer Services
Contract type: Permanent
Hours: 37.5
Salary: £23,810
Retention Phone Agent employer: Animal Friends
Animal Friends is an exceptional employer that prioritises employee wellbeing and growth, offering a competitive salary of £23,810 along with 25 days of annual leave plus your birthday off. Our supportive team culture fosters inclusion and diversity, ensuring that every employee feels valued while providing opportunities for personal development and recognition through performance incentives. With unique benefits like discounts on pet insurance and access to wellness resources, working as a Retention Phone Agent here means being part of a passionate team dedicated to making a positive impact for our customers and their pets.
StudySmarter Expert Advice🤫
We think this is how you could land Retention Phone Agent
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Animal Friends. 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 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
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:Your cover letter is your chance to shine! Tell us why you want to work at Animal Friends 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!
How to prepare for a job interview at Animal Friends
✨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.
