Customer Retention Advisor

The Role:

We’re looking for a Customer Retention Advisor to join our busy team here at Agria Pet Insurance where you’ll support our customers who are coming to the end of their current policy and want to discuss their renewal with us.

A key part of your role will be to actively listen to any customer queries and then work with them to fact find and understand any changes to their policy details and circumstances. You will then utilise your training and our systems to offer the customer the most suitable products and price for their upcoming insurance needs.

You’ll be enthusiastic about our products and be able to talk confidently to our customers, making sure they understand everything about their policy and quotation.

This role can be based fully remote or from our Aylesbury, Buckinghamshire office once a week (every Wednesday).

The start date for this role is Monday 12th January 2026 and you will be required to attend a two week, in office induction when you start (accommodation provided).

You must be able to commit to these arrangements and start date in order to be considered for this role.

What you’ll be doing:

  • Handle all retention & renewal calls, both inbound and outbound, to ensure optimal rate of retained and renewed policies.
  • Outbound calling including but not limited to; retention and renewal, breeders, requesting information for claims and underwriting of new policy applications.
  • Objection handling including but not limited to; policy cancellations, premium increases, Claims decisions.
  • Support and advise Sales and Customer Service agents with complex queries.
  • Be the escalation point for complex queries and carry out required investigations to find a satisfactory resolution.
  • Handle any calls that overflow from Sales or Customer Service to maintain required service levels
  • Record and maintain accurate policyholder information using the in-house computer systems

What we’re looking for:

  • Previous experience of working in a customer retention environment with a passion for providing great customer service
  • Good initiative and problem solving skills
  • Ability to overcome customer objections and drive a positive resolution through excellent communication skills (questioning and listening)
  • Good computer skills – able to take in-bound calls whilst navigating our in-house system
  • Confident communicator

Why choose Agria Pet:

Agria Pet Insurance is one of the UK\'s leading specialist pet insurance providers. We only provide lifetime insurance for animals, so truly understand and care about our customers and their beloved pets - especially as most of our team are pet parents, and we\'re all 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 on what\'s best for pets. And we give back too - including supporting hundreds of animal rescues, protecting over 100,000 rescued animals, and through 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 family feel. We became one of the UK’s Best Workplaces™ in 2023, 2024 and again in 2025, we have the top 4 slots on Which? Best Buy pet insurance and we are extremely proud to be the only carbon negative pet insurer in the UK.

What we offer:

  • Competitive commission structure
  • 25 days annual leave which increases with service, plus bank holidays
  • Opportunity to buy/sell up to 5 days annual leave per calendar year
  • Pension and Life Assurance scheme
  • Access to 25% off insuring your pet with Agria. Friends and family are also entitled to a discount too
  • 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 health and wellbeing platforms, including Headspace
Salary: GBP 30000 - 42000 per year
Back to blog

Other Jobs To Apply

No other job posts for this day.

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...