[Hiring] Customer Service Phone Agent @Animal Friends

Role Description

At Animal Friends Insurance, we’re passionate about providing excellent service to our customers and helping them protect the pets they love. We’re looking for a friendly, empathetic and motivated Customer Service Phone Agent to join our team.

This is a full-time position responsible for covering our customer support hours, working Monday to Friday from 9:00am to 5:00pm. Our Customer Service Phone Agents will all start on Monday 11th January and there will then be a 4-week virtual induction/training.

As a Customer Service Phone Agent, you’ll be a key point of contact for our existing policyholders, helping them with queries and updates to their policies. You’ll put customers at the heart of every interaction, ensuring they receive friendly, professional and efficient support.

To give you an idea what to expect, you`ll be:

• Handling inbound customer calls and delivering excellent customer outcomes.
• Managing challenging conversations and complaints calmly and professionally.
• Meeting individual and team performance targets while maintaining high standards of quality.
• Developing your knowledge of our products, systems, procedures and regulatory requirements.
• Sharing best practice and working collaboratively with colleagues to support team success.

Qualifications

• Excellent communication skills, with a friendly, polite and empathetic approach.
• The ability to remain calm, professional and efficient in challenging situations.
• Resilience and confidence when managing high volumes of customer contact.
• A self-motivated attitude and a commitment to achieving personal and team goals.
• The ability to build positive relationships with customers and colleagues.
• Flexibility, adaptability and a positive approach to change in a fast-paced environment.
• Able to easily work from home with a quiet space and good internet connection.

Benefits

• Package: £25,300pa
• 25 holiday days (plus your birthday off)
• Health care cash plan
• Pension
• Wellbeing support
• Pet insurance discount