Join an Award-Winning Team and Help Protect the Pets People Love
Recognised as Best Place to Work 2026 and Best Place to Work for Development 2026, we're looking for a passionate Customer Service & Retention Agent to join our team in Salisbury.
If you love helping people, enjoy building relationships and thrive on making a difference, this could be the perfect role for you.
Every day, you'll support pet owners as their policies come up for renewal, helping them understand the value of staying protected and ensuring their beloved companions continue to receive the cover they need. You'll be a trusted voice, a problem solver and a champion for great customer experiences.
This isn't a role where you're simply answering calls. It's about creating positive conversations, building loyalty and making every interaction count.
What You’ll Do
- Be the renewal champion: Reach out to customers approaching the end of their policy, highlight the benefits of staying covered and guide them through the renewal process.
- Deliver outstanding service across phone, live chat and email - every interaction matters.
- Build genuine rapport with customers to foster trust and long-term loyalty.
- Clearly explain policy details so customers feel informed and confident in their decisions.
- Handle objections with empathy and skill, turning hesitation into reassurance.
- Troubleshoot issues and resolve queries promptly, escalating complex cases when needed.
- Keep accurate records in our CRM system and ensure compliance with GDPR and FCA guidelines.
- Share customer feedback to help us improve and innovate.
- Stay up-to-date on products and processes so you can provide expert support.
- Hit performance targets that reflect both customer satisfaction and retention success.
What We're Looking For
- Experience in sales or telemarketing, ideally within a fast-paced environment
- Natural communicators who are clear, confident and empathetic
- Skilled at negotiation and objection handling, with a talent for turning a "maybe" into a "yes"
- Strong problem-solvers with excellent attention to detail
- Comfortable managing multiple tasks and systems at the same time
- Self-motivated, target-driven and eager to succeed
- Committed to doing the right thing for customers while balancing business goals
Location: Salisbury (SP1) – Office Based
Hours: Monday – Friday, 35 hours per week, Shift patterns between 9:00am and 7:00pm
Salary: £24,500 per annum
Why Join Us?
As well as joining a company recently recognised as Best Place to Work 2026, you'll enjoy a fantastic range of benefits, including:
- 23 days holiday plus bank holidays
- Your birthday off every year (paid!)
- 4x salary life assurance
- Company pension
- Employee Assistance Programme
- Discretionary lunch provided to help with the cost of living
- 2 volunteering days a year
Pay: £24,500.00 per year
Ability to commute/relocate:
- Salisbury SP1 3TB: reliably commute or plan to relocate before starting work (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
