Customer Service Representative

Agria Pet Insurance has a fantastic opportunities for a Customer Service Representative to join the team based in Aylesbury. You will join us on a full time, permanent basis and in return, you will receive a competitive salary of £22,500 per annum.

This is a hybrid role

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 donations of 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 2023, were awarded Most Trusted Pet Insurer in 2021, and are proud to be one of the only carbon positive pet insurers in the UK.

About the role:

The Customer Service Representative 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.

Responsibilities as our Customer Service Representative will include:

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• Answer all Customer and Claims incoming calls efficiently, professionally and at all times promoting Agria Pet Insurance
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• Outbound calling including; retention and renewal, breeders, requesting information for claims and underwriting of new policy applications
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• Objection handling including; policy cancellations, premium increases, Claims decisions
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• Undertake departmental routine and exception processes, such as claims indexing, under review policies, payment collection and rejections, vaccination vouchers, in line with agreed service levels
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• Respond to customer enquiries appropriately, ensuring all documentation is professional and correct
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• Deal and attempt to resolve customer complaints • Record and maintain accurate policyholder information using the in-house computer systems
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• Provide and maintain exemplary levels of customer service at all times
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• Maintain a thorough working knowledge of all policy terms and conditions
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• Maintain good housekeeping at all times
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• Ensure all company and departmental policies and procedures are adhered too at all times
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• Carrying out additional duties as requested by management to meet business requirements
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• Attend training, meetings and company events
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• To comply with Health and Safety policies and procedures
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This job description is designed to outline a range of main duties that may be encountered. It is not designed to be an exhaustive list of tasks and can be varied in consultation with the post holder in order to reflect changes in the job or the organisation.

Qualifications, Skills & Experience we're looking for in our Customer Service Representative:

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• Excellent and demonstrable knowledge of horses and the equine sector required
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• Educated to GCSE level or equivalent.
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• Strong customer service skills essential.
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• Previous experience in a customer facing role desirable.
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• Proven track record of meeting agreed performance targets
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• Effective questioning and listening skills.
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• Good organisational and interpersonal skills.
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• Ability to work under pressure and to tight deadlines.
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• Computer literate (MS Office) with keyboard skills.
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• Precise comprehension and ability to communicate clearly in both verbal and written form.
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Don’t miss out on this fantastic opportunity to join the Agria team – please click ‘apply’ now to become our Customer Service Representative - we'd like to hear from you!

All successful applicants are subject to a background and criminal record check.

Any personal data that you provide to us will be used for the sole purpose of processing your job application. This information will be kept for up to 6 months from the date that it is received based on our legal obligation under employment law.