Customer Support Specialist
3 weeks ago
**Agria Pet Insurance** has a fantastic opportunity for a **Customer Support Specialist **to join our team based in **Aylesbury.** You will join us on a full time**, permanent basis**and in return, you will receive a **competitive salary.**
**Agria Pet Insurance** is one of the UK's leading specialist pet insurance providers. We only provide 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 Kennel Club 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 for over 80,000 rescued animals, and through donationsof over £1m to animal charities.
We are a strong, growing business with a supportive ethos and family feel. We became one of the UK’s Best Workplaces in 2020, were awarded Most Trusted Pet Insurer in 2021, and are proud to be one of the only carbon neutral pet insurers in the UK.
**About the role**:
As our **Customer Support Specialist**, you will respond appropriately to all customer enquiries and ensure that administration and policy servicing is carried out accurately, on time and to the agreed service levels.
**Main Responsibilities & Duties of our Customer Support Specialist will include**:
- Handling all retention & renewal calls, both inbound and outbound, to ensure optimal rate of retained and renewed policies
- Objection handling including but not limited to policy cancellations, premium increases, Claims decisions
- Answering all Customer incoming calls efficiently, professionally and at all times promoting Agria Pet Insurance
- Supporting and advising Sales and Customer Service agents with complex queries
- Escalation point for complex queries and carry out required investigations to find a satisfactory resolution
- Responding to customer enquiries appropriately, ensuring all documentation is professional and accurate
- Handling any calls that overflow from Sales or Customer Service to maintain required service levels
- Dealing with and attempting to resolve customer complaints
- Recording and maintaining accurate policyholder information using the in-house computer systems
- Providing and maintaining exemplary levels of customer service at all times
- Maintaining an expert working knowledge of all policy terms and conditions
**Key Skills & Attributes we're looking for in our Customer Support Specialist**:
- Excellent and demonstrable knowledge of horses and the equine sector required (Horse experience is essential)
- Effective questioning and listening skills
- Good organisational and interpersonal skills
- Ability to work under pressure and to tight deadlines
- Computer literate (MS Office) with keyboard skills
- Precise comprehension and ability to communicate clearly in both verbal and written form
- Ability to work to agreed performance targets
- Ability to work independently and as part of a team
- Takes ownership by using Initiative and problem solving
- Enthusiastic and with a passion to achieve positive results
- Proactive attitude to learning new things and a fast learner
- Ability to cope well under pressure with determination and perseverance
- Ability to demonstrate flexibility regarding working hours in order to meet business needs
- Versatile, with the ability to adapt quickly to the changing needs of a rapidly developing business
**Desirable Qualifications & Experience**:
- Strong working knowledge of all product Terms & Conditions
- Expert knowledge of Agria products, both current and historic
- Educated to GCSE level or equivalent
- Strong customer service skills essential
- Previous experience in a customer facing role
- Proven track record of meeting agreed performance targets
- Reliable with a sense of responsibility essential
- Enthusiastic, flexible with the desire to succeed
- To have a genuine interest in the health and wellbeing of animals
Don’t miss out on this fantastic opportunity to join the Agria team - please click **‘apply’**now to become our **Customer Support Specialist -** we'd like to hear from you
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