At a Glance
- 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 salary, commission structure, generous leave, and health support.
- Other info: Flexible remote work options and a supportive team culture.
- Why this job: Make a difference for pets while developing your customer service skills.
- Qualifications: Experience in customer retention and strong communication skills required.
The predicted salary is between 25100 - 25100 £ per year.
The Role:
We’re looking for a Customer Retention Specialist 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 August 2026 and you will be required to attend a two week, in office induction when you start (accommodation provided for remote workers). 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 WorkplacesTM in 2023, 2024 and again in 2025, we have the top 4 slots on Which? Best Buy pet insurance, are ranked 4.8 on Trustpilot (higher than any other pet insurance provider) and we are extremely proud to be the only carbon negative pet insurer in the UK.
What we offer:
- Competitive commission structure – realistic OTE of £30,000 - £32,000 in your first year.
- 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 Specialist Aylesbury, Buckinghamshire Agria Pet Insurance £25,100 - Annum 10[...] employer: Gumtree
Agria Pet Insurance is an exceptional employer, offering a supportive and family-oriented work culture that prioritises the well-being of both employees and their beloved pets. With competitive salaries, generous annual leave, and a commitment to employee growth through training and development, Agria stands out as a leader in the pet insurance industry. Located in Aylesbury, Buckinghamshire, employees enjoy the flexibility of remote work options while being part of a company recognised as one of the UK's Best WorkplacesTM, fostering a passionate team dedicated to animal welfare.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Retention Specialist Aylesbury, Buckinghamshire Agria Pet Insurance £25,100 - Annum 10[...]
✨Tip Number 1
Get to know Agria Pet Insurance inside out! Familiarise yourself with their products and values. When you chat with them, show your enthusiasm for pets and how their insurance can make a difference.
✨Tip Number 2
Practice your listening skills! During the interview, be ready to actively listen to what they say. This will help you respond better to their needs and demonstrate your customer service skills.
✨Tip Number 3
Prepare for common objections! Think about potential concerns customers might have about renewals or policy changes. Show that you can handle these objections with confidence and empathy.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Agria team!
We think you need these skills to ace Customer Retention Specialist Aylesbury, Buckinghamshire Agria Pet Insurance £25,100 - Annum 10[...]
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Retention Specialist role. Highlight your experience in customer service and retention, and show us how your skills align with what we're looking for!
Show Your Passion:We love pet parents! If you have a passion for pets, let it shine through in your application. Share any relevant experiences or stories that demonstrate your enthusiasm for animal welfare and customer service.
Be Clear and Concise:When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read. We want to see your key achievements and skills without wading through too much text!
Apply Through Our Website:For the best chance of getting noticed, apply directly through our website. This way, your application goes straight to us, and we can’t wait to see what you bring to the table!
How to prepare for a job interview at Gumtree
✨Know Your Stuff
Before the interview, make sure you understand Agria Pet Insurance's products and services inside out. Familiarise yourself with their policies, especially those related to customer retention. This will help you answer questions confidently and show your enthusiasm for the role.
✨Practice Active Listening
As a Customer Retention Specialist, listening is key. During the interview, demonstrate your active listening skills by summarising what the interviewer says and asking relevant follow-up questions. This shows that you can engage with customers effectively.
✨Prepare for Objection Handling
Think about common objections customers might have regarding policy renewals or cancellations. Prepare responses that highlight your problem-solving skills and ability to turn a negative into a positive. This will showcase your readiness for the challenges of the role.
✨Show Your Passion for Pets
Agria Pet Insurance values employees who are passionate about animals. Share personal stories or experiences that reflect your love for pets during the interview. This will help you connect with the company's ethos and demonstrate that you're a great cultural fit.
