Customer Service Advisor

The Role

We’re looking for a Customer Service Advisor to join our busy team at Agria Pet Insurance. You will serve as the first point of contact for our valued customers, ensuring their inquiries, concerns, and needs are handled with professionalism and care. Working to agreed service levels, you will be responsible for both inbound and outbound calls.

This is a full‑time role, 36 hours per week, Monday‑Friday 9:00 am‑6:00 pm with a rotating shift pattern, including one Saturday every four weeks from 9:00 am‑1:00 pm. The position is hybrid: you will attend the Aylesbury office every Wednesday and you are required to start in August 2026 following a two‑week in‑office induction.

• Answer all customer and claims incoming calls efficiently and professionally.
• Conduct outbound calling for retention and renewal, breeders, claims information, and underwriting of new policy applications.
• Handle objections including policy cancellations, premium increases, and claims decisions.
• Respond to customer enquiries appropriately, ensuring all documentation is professional and correct.
• Deal with and attempt to resolve customer complaints.
• Record and maintain accurate policyholder information using the in‑house computer systems.
• Maintain a thorough working knowledge of all policy terms and conditions.
• Adhere to all company and departmental policies and procedures at all times.

• Previous experience of working in a customer service role within a contact centre environment.
• 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.
• Take ownership by using initiative and problem‑solving skills.
• Ability to cope well under pressure with determination and perseverance.

• 25 days annual leave which increases with service, plus bank holidays.
• Opportunity to buy/sell up to 5 days annual leave per calendar year.
• A clear development pathway within the team, helping you grow your skills and progress through levels – with pay increases as you advance.
• Pension and Life Assurance scheme.
• Access to a 25% discount on insuring your pet with Agria – friends and family are also entitled to a discount.
• Support for the health and wellbeing of all colleagues, including a Health Cash Plan, mental health support, and health and wellbeing platforms such as Headspace.