Job Description

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 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 play a key role in delivering excellent customer support over the telephone, handling a high volume of inbound and outbound calls. You'll assist both new and existing customers by responding to enquiries, resolving issues efficiently, and ensuring a positive customer experience. As a trusted point of contact, you'll provide clear guidance, build strong customer relationships, and help deliver outstanding service with every interaction.

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

What you'll do:

• Provide outstanding customer service via the telephone.
• Build rapport with customers to foster long-term loyalty and satisfaction
• Communicate policy terms and conditions clearly and fairly to customers, ensuring informed decisions are made
• Respond promptly and professionally to all customer enquiries, providing accurate information about products and policies
• Troubleshoot issues and guide customers through to resolutions, escalating complex matters when necessary
• Address customer concerns or objections with empathy and accuracy to encourage policy continuation
• Log all customer interactions accurately in the CRM system to ensure up-to-date records and compliance with GDPR
• Maintain up-to-date knowledge of company products, processes and policies to deliver effective support
• Achieve productivity and performance targets, including KPIs related to response time, resolution time and customer satisfaction.
• Provide customer feedback to management to improve processes and customer satisfaction
• Adhere to all regulatory guidelines and internal policies, including those set by the Financial Conduct Authority (FCA)

Experience, Qualifications & Skills

• Proven experience in customer service (telephone and/or live chat)
• Acts with integrity and puts the customer’s best interests at the heart of every interaction
• Good 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
• A confident and professional manner when speaking customers
• Able to manage multiple tasks and use various software platforms at once
• 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

Location: Salisbury (on-site, SP1)

Hours: Monday – Friday, 35 hours per week

Pay: £24,500 per annum

What we Offer

• 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

Interested or want to know more? Apply today!