Customer Service Advisor - Part-time

We are looking for a part-time Customer Service Advisor to join our busy team at Agria Pet Insurance. In this role, you will be the first point of contact for our valued customers, ensuring their inquiries, concerns, and needs are handled with professionalism and care. Working to agreed service levels, you will be responsible for both inbound and outbound calls. You will be an enthusiastic individual who is passionate about providing outstanding customer service and promoting our brand.

We have a hybrid approach to work, with all staff attending the Aylesbury office every Wednesday. The start date for this role is Monday, 1st September, and you will be required to attend a two-week full-time in-office induction when you start. You must be able to commit to these arrangements and start date to be considered for this role. This is a part-time role working between 10:00 am and 2:00 pm, Monday to Friday.

What You Will Be Doing:

• Answer all Customer and Claims incoming calls efficiently and professionally.
• Make outbound calls including retention, renewal, breeders, and requesting information for claims and underwriting of new policies.
• Handle objections including policy cancellations, premium increases, and claims decisions.
• Respond to customer inquiries appropriately, ensuring all documentation is professional and accurate.
• Attempt to resolve customer complaints.
• Record and maintain accurate policyholder information using the in-house computer systems.
• Maintain a thorough working knowledge of all policy terms and conditions.
• Adhere to all company and departmental policies and procedures at all times.

What We Are Looking For:

• Previous experience in a customer service or contact centre environment.
• Effective questioning and listening skills.
• Good organizational and interpersonal skills.
• Ability to work under pressure and meet tight deadlines.
• Computer literacy (MS Office) with good keyboard skills.
• Clear communication skills, both verbal and written.
• Ability to work towards performance targets.
• Ability to work independently and as part of a team.
• Ownership mindset, initiative, and problem-solving skills.
• Enthusiasm and a passion for achieving positive results.
• Proactive attitude towards learning and a fast learner.

Why Choose Agria Pet:

Agria Pet Insurance is one of the UK’s leading specialist pet insurers, providing lifetime coverage for animals. Many of our team are pet parents and animal lovers. We are trusted by The Royal Kennel Club and other significant partners to provide lifetime pet insurance. Our deep involvement with animal welfare organizations, vets, and breeders gives us unique insights into pet care. We also support animal rescues, having protected over 100,000 rescued animals, and donated over £2m to animal charities. We are a growing business with a supportive, family-like culture. Recognized as one of the UK’s Best Workplaces in 2023 and 2024, and awarded Most Trusted Pet Insurer in 2021, we are proud to be the only carbon-positive pet insurer in the UK.

What We Offer:

• 25 days of annual leave (pro-rata), increasing with service, plus bank holidays.
• Option to buy or sell up to 5 days of annual leave per year.
• Pension and Life Assurance schemes.
• 25% discount on pet insurance with Agria, plus discounts for friends and family.
• Support for health and wellbeing, including a Health Cash Plan, mental health support, and platforms like Headspace.