Retention Advisor

2 weeks ago

Aylesbury, United Kingdom Caldyne, Inc. Full time

Role Customer Retention Advisor at Agria Pet Insurance where you will support customers approaching the end of their current policy and discuss renewal options. A key part of your role will be to actively listen to customer queries, fact‑find and understand any changes to their policy details and circumstances. You will then use your training and our systems to offer the most suitable products and price for their upcoming insurance needs. You’ll be enthusiastic about our products and communicate confidently with customers, ensuring 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 Monday 12th January 2026 and you will be required to attend a two‑week in‑office induction when you start (accommodation provided). 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 (ideally within a contact centre) 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 inbound 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 offer lifetime insurance for animals and are recognised by The Royal Kennel Club, Lloyds and many other affinity partners. Working closely with animal welfare organisations, vets and breeders gives us deep insight into what is best for pets. We give back through supporting over 100,000 rescued animals and donating more than £2m to animal charities. We are a strong, growing business, having doubled our GWP in the last five years, with a supportive ethos and family feel. We were named one of the UK’s Best Workplaces™ in 2023, 2024, and 2025 and are the only carbon‑negative pet insurer in the UK. What We Offer Competitive commission structure. 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. Health and wellbeing support including a Health Cash Plan, mental health support and access to Headspace. #J-18808-Ljbffr

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