Customer Retention Specialist

Location: Aylesbury, Buckinghamshire, United Kingdom

We’re looking for a Customer Retention Specialist to join our busy team here at Agria Pet Insurance where you’ll support our customers who are coming to the end of their current policy and want to discuss their renewal with us.

A key part of your role will be to actively listen to any customer queries and then work with them to fact find and understand any changes to their policy details and circumstances. You will then utilise your training and our systems to offer the customer the most suitable products and price for their upcoming insurance needs.

You’ll be enthusiastic about our products and be able to talk confidently to our customers, making sure 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 August 2026 and you will be required to attend a two week, in office induction when you start (accommodation provided for remote workers).

You must be able to commit to these arrangements and start date in order to be considered for this role.

• 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.

• Previous experience of working in a customer retention environment 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.

• Competitive commission structure – realistic OTE of £30,000 - £32,000 in your first year.
• 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.
• We aim to support the health and wellbeing of all our colleagues so you’ll have access to a Health Cash Plan, mental health support and health and wellbeing platforms, including Headspace.