Retention Agent

Join an Award-Winning Team and Help Protect the Pets People Love

Recognised as Best Place to Work 2026 and Best Place to Work for Development 2026, we’re looking for a passionate Customer Service & Retention Agent to join our team in Salisbury.

If you love helping people, enjoy building relationships and thrive on making a difference, this could be the perfect role for you.

Every day, you’ll support pet owners as their policies come up for renewal, helping them understand the value of staying protected and ensuring their beloved companions continue to receive the cover they need. You’ll be a trusted voice, a problem solver and a champion for great customer experiences.

This isn’t a role where you’re simply answering calls. It’s about creating positive conversations, building loyalty and making every interaction count.

• Be the renewal champion:
  Reach out to customers approaching the end of their policy, highlight the benefits of staying covered and guide them through the renewal process.
• Deliver outstanding service across phone, live chat and email - every interaction matters.
• Build genuine rapport with customers to foster trust and long-term loyalty.
• Clearly explain policy details so customers feel informed and confident in their decisions.
• Handle objections with empathy and skill, turning hesitation into reassurance.
• Troubleshoot issues and resolve queries promptly, escalating complex cases when needed.
• Keep accurate records in our CRM system and ensure compliance with GDPR and FCA guidelines.
• Share customer feedback to help us improve and innovate.
• Stay up-to-date on products and processes so you can provide expert support.
• Hit performance targets that reflect both customer satisfaction and retention success.

• Experience in customer service or sales, ideally in a fast-paced environment.
• A natural communicator; clear, confident and empathetic.
• Skilled in negotiation and objection handling, with a knack for turning “maybe” into “yes.”
• Strong problem-solving ability and attention to detail.
• Comfortable managing multiple tasks and systems at once.
• Self‑motivated, target-driven and eager to succeed.
• Integrity and fairness - you put the customer first while balancing business goals.

Salisbury (on-site, SP1)

Monday – Friday, 35 hours per week, shift patterns between 9am – 7pm

£24,500 per annum

• 23 days holiday per year (plus bank holidays)
• Your birthday off (paid)
• 4 x salary life assurance
• Company pension
• Healthcare including 24/7 GP advise & mental health helpline
• Discounts at hundreds of brands you know and love
• Employee assistance programme
• Competitive salary
• Discretionary lunch provided to assist with cost of living