Telephone Customer Service Agent

Overview

Role Overview:

As a Telephone Customer Service Agent, you will be an integral part of Animal Friends Insurance's customer support team. Your primary responsibility will be to provide exceptional service to Animal Friends Insurance's customers via phone.

Key Responsibilities:

• Take inbound calls from customers, providing friendly assistance with routine enquiries, including claims, policy cover, and payment queries.
• Support customers when their pets are injured or unwell, requiring a high level of empathy and professionalism.
• Work within a busy environment while maintaining patience and consistency.
• Upskill to support various customer queries via telephone, live chat, and email.
• Participate in an in-depth induction and training programme to become a technical expert in customer queries.

Working Hours:

This is a full-time position, requiring 37.5 hours of work per week. The shift pattern will be from Monday to Friday, between 8 AM and 6 PM, with some weekend work on a rota basis.

Salary and Benefits:

The salary is competitive, and you will receive excellent benefits, including:

• 24 holiday days (plus your birthday)
• 2 days off for charity work
• Group life assurance
• Private medical insurance

Candidate Requirements:

• Previous experience in customer service via phone is essential.
• Experience working in a targeted environment is an advantage.
• Strong organizational skills and attention to detail.
• Ability to work from home with a quiet space and good internet connection.

About Pinnacle Pet UK:

Pinnacle Pet UK is a leading pet insurer with a mission to be the premier partner in pet healthcare and insurance services in the UK. Animal Friends Insurance embrace hybrid working, allowing Animal Friends Insurance's teams to collaborate in the office when needed while also having the flexibility to work from home. Animal Friends Insurance is committed to promoting equal opportunities and creating an inclusive work environment.

As an FCA regulated business, successful applicants will need to clear a pre-employment screening process. Animal Friends Insurance encourage early applications, as interviews will be conducted throughout the advertising period.