Retention Agent

Job Advert

Package: A competitive salary with 25 holiday days (plus your birthday off) pension, wellbeing support and pet insurance discount.

Hours: 37.5 Monday - Friday 9am-5pm

Start Date: 20th April, and there will be a 4 week virtual induction/training

What we look for in you as a Retention Agent

• Previous experience of working within a high-volume contact centre environment
• Ability to handle high volumes of complex incoming calls daily
• Comfortable working in a structured, highly compliant environment as well as working to deadlines and targets
• Objection handling skills, with an ability to identify and deliver the best possible customer outcomes
• Calm, professional and efficient when handling challenging situations or complaints
• Comfortable working across a variety of contact channels (telephony email and live chat) as required
• Able to easily work from home with a quiet space and good internet connection
  
  

What you`ll get up to as a Retention Agent

The purpose of the Retention Agent role is to assess and meet customer demands and needs, through the offering of products and solutions to retain business.

To give you an idea what to expect, you’ll:

• Managing high volumes of incoming customer telephone enquiries in a friendly, professional, and timely manner.
• Providing solutions to customers looking to change products, make outstanding payments and renew their policy
• Assessing customer needs and use in-depth objection handling skills to retain customers who are looking to cancel
• Maintain accurate customer records in the company database
• Maintain an in-depth knowledge regarding our products, procedures, systems, and regulations
• Achieve personal performance objectives/KPI’s as well as contribute to the achievement of overall departmental performance objectives and SLA’s
• Our customers are the heart of everything we do and, as a key part of your role, we would expect you to champion our customers to ensure that you and our teams deliver good outcomes for them and their pet
  
  

Why choose Animal Friends

Animal Friends has been supporting UK pet owners for more than 25 years with our comprehensive and meaningful pet insurance. We are not only an award-winning business but one of the largest pet insurance providers in the UK. But we’re not like other leading UK pet insurers, we were built to be unmistakably different – giving back to incredible animal welfare and conservation charities, at home and around the world, as they fight to support and care for vulnerable pets, wildlife, and habitats. So far, we’ve helped support over 800 charities and conservancies across the UK and worldwide and donated over £8.5 million and continue to use our voice and platform to fight for positive change. We believe that even the smallest act can make a big difference.

We understand that our success is only possible because of how we work together, which is why our company values of being courageous, kind-hearted and passionate are the heart of what we do – and we simply wouldn’t be who we are today without our colleagues, who embody these values every day.

We are part of the Pinnacle Pet Group (PPG) – a pan European fully integrated pet insurance and pet health services provider. On a mission to help pets live happy, healthy lives with their pet parents, PPG are committed to supporting the diverse needs of their customers and colleagues with a clear ambition to become the world leader in pet insurance and healthcare services.

What You’ll Get

We recognise that your hard work shouldn`t come without its perks, so here`s a little list of some of the things you can expect to get from us:

• 25 days annual leave, which increases with service, plus bank holidays
• A day off for your birthday
• One paid day off per year to volunteer with a UK-registered animal charity of your choice
• Access to 50% off insuring pet companions with Animal Friends
• Free access to our expert vet partner, Joii Pet Care, for your cat and/or dog
• Your mental and physical health is incredibly important to us. That’s why we offer discount on gym membership, access to a dedicated Wellbeing Hub and a healthcare cash plan / Group life assurance.
• We like to celebrate success and recognise excellent employee performance; we will donate £3k to the charity of our employee of the quarter’s choice
• Most importantly, you’ll be working with, and supported by, a team of courageous, passionate, and kind-hearted individuals – we might be biased, but we think that they’re a pretty pawsome bunch!
  
  

Inclusion, Diversity and Belonging at Animal Friends

At Animal Friends, we take inclusion seriously. This means nurturing a culture that respects everyone as an individual and values the unique perspectives we all bring through our background, characteristics, and lived experiences.

We know that harnessing our differences makes us stronger and helps us to deliver better outcomes for our customers and each other. That’s why we are committed to ensuring that everyone is treated fairly and without discrimination, and we are passionate about creating an inclusive environment where everyone feels they belong.

Our recruitment process

As an FCA regulated business, we require successful applicants to clear our pre-employment screening process which includes a credit check and references checks. Under the latest UK Right to Work regulations, we will require successful applicants to evidence their right to work in the UK, either in person, online, or digitally via a third party subject to circumstances.

Please be aware this advert will remain open until the vacancy has been filled rather than the advertised closing date. Interviews will take place throughout this period; therefore, we encourage you to apply early to avoid disappointment.

Department

Customer Services

Contract type

Permanent

Hours

37.5

Salary

Competitive