Retention Agent - Remote

  • Job Reference: 105863
  • Date Posted: 6 January 2022
  • Recruiter: Easy Web Recruitment
  • Location: Amesbury
  • Salary: £18,525
  • Sector: Customer Service
  • Job Type: Remote
  • Work Hours: Full Time

Job Description

Are you looking for a role that will allow you to directly interact with customers? Do you think you might enjoy talking to people about their pets, providing them with information about our range of insurance products?

If so, you might be interested in our Retention Agent role.

At Animal Friends we are all still working remotely, when our offices re-open there will be the option to work from home on an on-going basis. The start date for this role is March 7th.

Package: £18,525 salary with excellent benefits including 23 holiday days (plus your birthday off), healthcare cash plan and pet insurance discount.

Hours and Rota: 37.5 per week, working Monday - Friday between the hours of 9 am – 5 pm. No weekends required.

What you`ll get up to as a Retention Agent

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

• Taking inbound calls from our existing customers to discuss their renewals
• Supporting our customers with changing products
• Handling cancellations calls
• Taking part in an in-depth induction and training programme to ensure you’re a technical expert when it comes to discussing policies with customer

What we look for in you as a Retention Agent

Our customer experience is at the forefront of everything we do, so you`ll be passionate about delivering top customer service.

Attention to detail is important as you’ll need to get to know our different policies inside out.

As you’ll be working to targets, experience working within a targeted contact centre would be beneficial
Within this busy role you’ll need to be organised with the ability to work at pace.

We have several different teams that support our customers and business and are keen to see our employees progress so an appetite to learn and develop is important to us.

What Animal Friends is all about!

Animal Friends has grown to become not only an award-winning business but one of the largest pet insurance providers in the UK, looking after over 1 million pets and offering cover for cats, dogs and horses. 

A large part of our success is due to our company values which are the foundation of how we work, we are courageous by continually looking for new ways to innovate our customers experience and the pet insurance industry. We are kind-hearted with animal welfare being important to us, we donate and support over 300 charities across the UK and worldwide, to date, we have donated over £6.6 million. And we are passionate about the support we provide to our customers helping them care for their pets.

Benefits of working with Animal Friends

We recognise that your hard work shouldn`t come without its perks, so here`s a little list of some of the things you can expect to get from us:

• 23 days annual leave plus bank holidays and we give you your birthday off
• 95% of our employee’s own pets, we’re able to provide up to 50% off insurance along with free access to our Vet consultation app JOII
• We believe looking after employees’ health is important, so we offer discount on gym membership, access to a Wellbeing hub and a health care cash plan
• We like to celebrate success and recognise excellent employee performance; we will donate £3k to the charity of our employee of the quarter’s choice
• Most importantly, you`ll be working within a courageous, passionate and kind-hearted team


As an FCA regulated business, we require successful applicants to clear our pre-employment screening process which includes a credit check and references checks.

Animal Friends Pet Insurance Ltd is an equal opportunities employer and we welcome people of all ages, ethnicities, disabilities, religions and sexual orientations. Your application will be dealt with in the strictest of confidence.

Due to the current climate regarding Covid-19, all of our interviews are now taking place as a video interview over Zoom or Teams.

Please be aware this advert will remain open until the vacancy has been filled rather than the advertised closing date. Interviews will take place throughout this period; therefore, we encourage you to apply early to avoid disappointment.

You may have experience of the following: Customer Service Advisor, Customer Service Executive, Customer Service Advisor, Contact Centre, Customer Service Agent, Call Centre, Customer Support, Customer Services Representative, Client Support etc.

Ref: 105 863