Phone Customer Service Agent

Package: £25,030 pa salary with excellent benefits including 24 holiday days (plus your birthday) 2 days off for charity work, Group life assurance and private medical insurance

Location: We offer the opportunity to work completely from home within the UK, be office based in Borehamwood, or split your time between home and office.

Full Time: 37.5 hours per week, Monday – Friday between the hours of 8am – 6pm on a weekly rotating shift pattern. Some weekend work will be required on a rota basis.

Start Date: November 4th

What we look for in you as a Phone Customer Service Agent

• Previous experience providing customer service via phone is essential.
• As you’ll be working to KPI’s, experience working within a targeted environment would be an advantage
• Often, you’ll be supporting our customers when their pet is injured or unwell, empathy and professionalism are required as is a high level of resilience and patience
• Within this busy repetitive role you’ll need to be organised and motivated, with good attention to detail
• Able to easily work from home with a quiet space and good internet connection

What you’ll get up to as a Phone Customer Service Agent

• Taking inbound calls from our existing customers providing patient friendly first line assistance with routine enquiries including how to make a claim, policy cover, changes to customer details and payment queries
• Working within a busy, and at times challenging role, patience and consistency will be key
• Upskilling to support other operational areas with various customer queries via telephone, live chat and email
• Taking part in an in-depth induction and training programme to ensure you’re a technical expert when it comes to answering customer queries

What we are all about!

Pinnacle Pet UK is a Top 5 UK Pet insurer with a clear ambition to be the leading Pet healthcare and insurance services partner in the UK.

We are part of the Pinnacle Pet Group (PPG) – a pan European fully integrated pet insurance and health services platform which was set up as a joint venture between JAB Holding Company and BNP Paribas Cardif. PPG’s ambition is to create the leading pet insurance and health services platform globally.

Over the last two years, through the success of our partnership strategy, which includes Sainsbury’s Bank, PDSA and Post Office, we’ve doubled the size of our business. We have ambitious growth plans through UK and European partnerships, and own brand and a clear vision for the development of our customer and partner proposition.

Not only do we have big ambitions for innovation, customer experience and growth, we also pride ourselves on being a great place to work. We know not everyone works best confined to the four walls of the office, which is why we embrace hybrid working. Our teams come together to collaborate in the office when needed, but we also have the space and the freedom to work from home. We believe people should have the best of both worlds to foster creativity, social connections, shared learning autonomy and productivity. It helps support a good work-life balance, and it’s the way we want to be.

We are an equal opportunities employer, committed to eliminating discrimination in the workplace and to promoting equal opportunities for all staff.

We offer accessibility help with application forms which is available via the jobs page of our website.

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.