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 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 play a key role in delivering excellent customer support over the telephone, handling a high volume of inbound and outbound calls. You’ll assist both new and existing customers by responding to enquiries, resolving issues efficiently, and ensuring a positive customer experience. As a trusted point of contact, you’ll provide clear guidance, build strong customer relationships, and help deliver outstanding service with every interaction.
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:
- Provide outstanding customer service via the telephone.
- Build rapport with customers to foster long-term loyalty and satisfaction
- Communicate policy terms and conditions clearly and fairly to customers, ensuring informed decisions are made
- Respond promptly and professionally to all customer enquiries, providing accurate information about products and policies
- Troubleshoot issues and guide customers through to resolutions, escalating complex matters when necessary
- Address customer concerns or objections with empathy and accuracy to encourage policy continuation
- Log all customer interactions accurately in the CRM system to ensure up-to-date records and compliance with GDPR
- Maintain up-to-date knowledge of company products, processes and policies to deliver effective support
- Achieve productivity and performance targets, including KPIs related to response time, resolution time and customer satisfaction.
- Provide customer feedback to management to improve processes and customer satisfaction
- Adhere to all regulatory guidelines and internal policies, including those set by the Financial Conduct Authority (FCA)
Experience, Qualifications & Skills
- Proven experience in customer service (telephone and/or live chat)
- Acts with integrity and puts the customer’s best interests at the heart of every interaction
- Good verbal and written communication skills, with strong attention to detail
- Strong problem-solving ability and critical thinking in real-time interactions
- Skilled in objection handling, negotiation and customer retention techniques
- A confident and professional manner when speaking customers
- Able to manage multiple tasks and use various software platforms at once
- Self-motivated, target driven and ambitious with a desire to succeed
- Balances business goals with empathy and fairness; ensuring customers feel heard, respected and supported
Location: Salisbury (on-site, SP1)
Hours: Monday – Friday, 35 hours per week
Pay: £24,500 per annum
What we Offer
- 23 days holiday per year (plus bank holidays)
- Your birthday off (paid)
- 4 x salary life assurance
- Company pension
- Healthcare including 24/7 GP advise & mental health helpline
- Discounts at hundreds of brands you know and love
- Employee assistance programme
- Competitive salary
- Discretionary lunch provided to assist with cost of living
Interested or want to know more? Apply today!
