Job Description

Customer Service & Retention Agent

Join our team and help pet owners keep their furry friends protected!

Are you passionate about delivering exceptional customer experiences and building lasting relationships? In this role, you’ll be the voice of reassurance for pet owners as their policy approaches renewal. Your mission: retain their trust and loyalty by showing the value of continuing their cover for another year.

This isn’t just about answering questions, it’s about making every interaction count. You’ll handle a mix of inbound and outbound calls, live chats & emails, supporting customers with clarity, empathy and confidence. Most importantly, you’ll proactively engage with customers nearing renewal to secure their next year of protection.

What You’ll Do

• 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.

What We’re Looking For

• 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.

Location: Salisbury (on-site, SP1)

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

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!