Claims Customer Service Agent

Claims Customer Service Agent (Salisbury)

Join us as a Claims Customer Service Agent in our on‑site team in Salisbury. This 35‑hour per week role is Monday to Friday, 9:00 am to 5:00 pm.

As a phone‑based customer service professional, you’ll handle queries and claims for pet insurance customers. You’ll use phone, email and live‑chat to provide a positive experience, resolving issues and promoting renewal when appropriate.

• Provide outstanding customer service across phone, live chat and email
• Build rapport with customers to foster loyalty and satisfaction
• Explain policy terms and conditions clearly and fairly
• Respond promptly and professionally to all enquiries
• Proactively contact customers approaching renewal to discuss options
• Troubleshoot issues and guide customers to resolution, escalating when necessary
• Log all interactions accurately in the CRM system, ensuring GDPR compliance
• Maintain up‑to‑date knowledge of products, processes and policies
• Achieve productivity and performance targets, including response and resolution times and customer satisfaction KPI's
• Provide feedback to management to improve processes
• Adhere to all regulatory guidelines and internal policies, including FCA guidelines

• Proven experience in customer service (telephone and/or live chat) or sales environments
• Integrity and customer‑first mindset
• Excellent verbal and written communication skills with strong attention to detail
• Strong problem‑solving ability and critical thinking in real‑time interactions
• Skilled in objection handling, negotiation and customer retention techniques
• Professional and confident manner when speaking with customers
• Ability to manage multiple tasks and use multiple software platforms simultaneously
• Self‑motivated, target driven and ambitious with a desire to succeed
• Balances business goals with empathy and fairness, ensuring customers feel heard, respected and supported

• 23 days holiday per year (increasing with length of service)
• Birthday off (paid)
• 4× salary life assurance
• Company pension
• Healthcare including 24/7 GP advice & mental health helpline
• Discounts at hundreds of brands
• Employee assistance programme
• Competitive salary + monthly bonus (based on target earnings)
• Discretionary lunch available

We offer £500 per year to spend on your own wellbeing.