Customer Service Advisor

The Role

We’re looking for a Customer Service Advisor to join our busy team here at Agria Pet Insurance. In this role, you’ll be the first point of contact for our valued customers, ensuring their inquiries, concerns, and needs are handled with professionalism and care.

Working to agreed service levels, you will be responsible for both inbound and outbound calls. You’ll be an enthusiastic individual passionate about providing outstanding customer service and promoting our brand. We have a hybrid work approach and all team members attend the Aylesbury office every Wednesday.

The start date for this role is Tuesday 5th May and you will be required to attend a two week in‑office induction when you start. You must be able to commit to these arrangements and the start date in order to be considered for this role.

This is a full‑time role working 36 hours per week between 9:00 am–6:00 pm Monday‑Friday on a rotating shift pattern. You will also be required to work 1 Saturday in 4, 9:00 am–1:00 pm.

• Answer all customer and claims incoming calls efficiently and professionally
• Outbound calling including retention and renewal, breeders, and requesting information for claims and underwriting of new policy applications
• Objection handling including policy cancellations, premium increases, and claims decisions
• Respond to customer enquiries appropriately, ensuring all documentation is professional and correct
• Deal with and attempt to resolve customer complaints
• Record and maintain accurate policyholder information using the in‑house computer systems
• Maintain a thorough working knowledge of all policy terms and conditions
• Ensure all company and departmental policies and procedures are adhered to at all times

• Previous experience working in a customer service role within a contact centre environment
• Effective questioning and listening skills
• Good organisational and interpersonal skills
• Ability to work under pressure and to tight deadlines
• Computer literate (MS Office) with keyboard skills
• Precise comprehension and ability to communicate clearly in both verbal and written form
• Ability to work to agreed performance targets
• Ability to work independently and as part of a team
• Takes ownership by using initiative and problem solving
• Ability to cope well under pressure with determination and perseverance

Agria Pet Insurance is one of the UK’s leading specialist pet insurance providers. We provide lifetime insurance for animals, truly understand and care about our customers and their beloved pets – many of our team are pet parents and all are animal lovers. Our passion for pets means that we are trusted by The Royal Kennel Club, Lloyds and many other significant affinity partners to provide lifetime pet insurance in their names.

Working closely with animal welfare organisations, vets and breeders gives us deep insight into what’s best for pets, and we give back by supporting hundreds of animal rescues, protecting over 100,000 rescued animals, and via donations of over £2m to animal charities.

We are a strong, growing business, having doubled our GWP in the last 5 years, with a supportive ethos and a family feel. We became one of the UK’s Best Workplaces™ in 2023, 2024, and again in 2025; we ranked in the top 4 slots on Which? Best Buy pet insurance, have a 4.8 rating on Trustpilot (higher than any other pet insurance provider), and are extremely proud to be the only carbon‑negative pet insurer in the UK.

• 25 days annual leave which increases with service, plus bank holidays
• Opportunity to buy/sell up to 5 days annual leave per calendar year
• A clear development pathway within the team, helping you grow your skills and progress through levels – with pay increases as you advance
• Pension and Life Assurance scheme
• Access to 25% off insuring your pet with Agria; friends and family are also entitled to a discount
• We aim to support the health and wellbeing of all our colleagues so you’ll have access to a Health Cash Plan, mental health support and wellbeing platforms, including Headspace