The Role: We re looking for an inspiring and people?centred Customer Service Team Leader to join our team in Aylesbury. This is a fantastic opportunity for someone who thrives in a fast?paced environment and takes pride in leading others to deliver exceptional customer experiences. You ll oversee the day?to?day running of one of our Customer Service teams, ensuring high?quality outcomes across telephony, live chat, administration and case handling. In this role, you ll motivate, coach and develop a team of Customer Service Agents, helping them grow their skills and consistently deliver excellent service. You ll be a visible, supportive leader - someone your team can rely on for guidance, clarity and encouragement. You ll also play a key part in maintaining operational performance, ensuring regulatory compliance and fostering a positive, engaged team culture. We have a hybrid approach to work and all attend the Aylesbury office every Wednesday. This is a full?time role working 36 hours per week between 9:00am 6:00pm, Monday Friday on a rotating shift pattern. You will also be required to work 1 Saturday in every 6, from 9:00am 1:00pm. What You ll Be Doing: Leading daily operations - Ensuring Customer Service activities run smoothly and efficiently across all channels. Monitoring performance - Tracking productivity, quality and service standards to meet departmental objectives. Coaching & development - Delivering regular coaching sessions, 1:1s and performance reviews to support colleague growth. Identifying training needs - Supporting structured development pathways and helping colleagues progress. Providing first?line support - Acting as the go?to escalation point for queries, decisions and process guidance. Quality assurance support - Conducting call listening, chat reviews and case investigations to maintain standards. Handling escalated complaints - Supporting the resolution of complex customer issues with professionalism and empathy. Championing customer outcomes - Ensuring fair treatment and positive outcomes in line with company values and regulatory expectations. Supporting performance management - Assisting with attendance, conduct and capability processes. Collaborating across teams - Working with Workforce Planning, Quality Assurance and other stakeholders to meet business needs. Driving improvements - Contributing to business change, process enhancements and departmental initiatives. What We re Looking For: Customer service leadership experience - Background in a customer service or contact centre management role. Strong communication skills - Clear, confident and effective in both written and verbal communication. Customer?focused mindset - Able to deliver a professional, empathetic and solution?focused service. Organised & detail?driven - Skilled at managing competing priorities in a fast?paced environment. Tech?confident - Comfortable working across multiple systems and digital tools. Resilient & calm - Able to stay composed under pressure and support others to do the same. Target?aware - Experience working to service levels or performance targets. Reliable & responsible - Someone who takes ownership and follows through. Flexible & adaptable - Comfortable adjusting to changing business needs. Why choose Agria Pet: Agria Pet Insurance is one of the UK's leading specialist pet insurance providers. We only provide lifetime insurance for animals, so truly understand and care about our customers and their beloved pets - especially as most of our team are pet parents, and we're all animal-lovers. Our passion for pets means that we are trusted by The Royal Kennel Club, Lloyds and many other significant affinity partners to provide lifetime pet insurance in their names. Working closely with animal welfare organisations, vets and breeders, gives us deep insight on what's best for pets. And we give back too - including supporting hundreds of animal rescues, protecting over 100,000 rescued animals, and through donations of over £2m to animal charities. We are a strong, growing business, having doubled our GWP in the last 5 years, with a supportive ethos and family feel. We became one of the UK s Best Workplaces in 2023, 2024 and again in 2025, we have the top 4 slots on Which? Best Buy pet insurance, are ranked 4.8 on Trustpilot (higher than any other pet insurance provider) and we are extremely proud to be the only carbon negative pet insurer in the UK. What we offer: 25 days annual leave which increases with service, plus bank holidays and an extra day off for your Birthday! Opportunity to buy/sell up to 5 days annual leave per calendar year Pension and Life Assurance scheme Access to 25% off insuring your pet with Agria. Friends and family are also entitled to a discount too We aim to support the health and wellbeing of all our colleagues so you ll have access to a Health Cash Plan, mental health support and health and wellbeing platforms, including Headspace
May 19, 2026
Full time
The Role: We re looking for an inspiring and people?centred Customer Service Team Leader to join our team in Aylesbury. This is a fantastic opportunity for someone who thrives in a fast?paced environment and takes pride in leading others to deliver exceptional customer experiences. You ll oversee the day?to?day running of one of our Customer Service teams, ensuring high?quality outcomes across telephony, live chat, administration and case handling. In this role, you ll motivate, coach and develop a team of Customer Service Agents, helping them grow their skills and consistently deliver excellent service. You ll be a visible, supportive leader - someone your team can rely on for guidance, clarity and encouragement. You ll also play a key part in maintaining operational performance, ensuring regulatory compliance and fostering a positive, engaged team culture. We have a hybrid approach to work and all attend the Aylesbury office every Wednesday. This is a full?time role working 36 hours per week between 9:00am 6:00pm, Monday Friday on a rotating shift pattern. You will also be required to work 1 Saturday in every 6, from 9:00am 1:00pm. What You ll Be Doing: Leading daily operations - Ensuring Customer Service activities run smoothly and efficiently across all channels. Monitoring performance - Tracking productivity, quality and service standards to meet departmental objectives. Coaching & development - Delivering regular coaching sessions, 1:1s and performance reviews to support colleague growth. Identifying training needs - Supporting structured development pathways and helping colleagues progress. Providing first?line support - Acting as the go?to escalation point for queries, decisions and process guidance. Quality assurance support - Conducting call listening, chat reviews and case investigations to maintain standards. Handling escalated complaints - Supporting the resolution of complex customer issues with professionalism and empathy. Championing customer outcomes - Ensuring fair treatment and positive outcomes in line with company values and regulatory expectations. Supporting performance management - Assisting with attendance, conduct and capability processes. Collaborating across teams - Working with Workforce Planning, Quality Assurance and other stakeholders to meet business needs. Driving improvements - Contributing to business change, process enhancements and departmental initiatives. What We re Looking For: Customer service leadership experience - Background in a customer service or contact centre management role. Strong communication skills - Clear, confident and effective in both written and verbal communication. Customer?focused mindset - Able to deliver a professional, empathetic and solution?focused service. Organised & detail?driven - Skilled at managing competing priorities in a fast?paced environment. Tech?confident - Comfortable working across multiple systems and digital tools. Resilient & calm - Able to stay composed under pressure and support others to do the same. Target?aware - Experience working to service levels or performance targets. Reliable & responsible - Someone who takes ownership and follows through. Flexible & adaptable - Comfortable adjusting to changing business needs. Why choose Agria Pet: Agria Pet Insurance is one of the UK's leading specialist pet insurance providers. We only provide lifetime insurance for animals, so truly understand and care about our customers and their beloved pets - especially as most of our team are pet parents, and we're all animal-lovers. Our passion for pets means that we are trusted by The Royal Kennel Club, Lloyds and many other significant affinity partners to provide lifetime pet insurance in their names. Working closely with animal welfare organisations, vets and breeders, gives us deep insight on what's best for pets. And we give back too - including supporting hundreds of animal rescues, protecting over 100,000 rescued animals, and through donations of over £2m to animal charities. We are a strong, growing business, having doubled our GWP in the last 5 years, with a supportive ethos and family feel. We became one of the UK s Best Workplaces in 2023, 2024 and again in 2025, we have the top 4 slots on Which? Best Buy pet insurance, are ranked 4.8 on Trustpilot (higher than any other pet insurance provider) and we are extremely proud to be the only carbon negative pet insurer in the UK. What we offer: 25 days annual leave which increases with service, plus bank holidays and an extra day off for your Birthday! Opportunity to buy/sell up to 5 days annual leave per calendar year Pension and Life Assurance scheme Access to 25% off insuring your pet with Agria. Friends and family are also entitled to a discount too We aim to support the health and wellbeing of all our colleagues so you ll have access to a Health Cash Plan, mental health support and health and wellbeing platforms, including Headspace
The Role: Are you naturally curious, analytical, and passionate about understanding what makes customers tick? We re looking for a Customer Insight Analyst to join our Customer Marketing team and help shape the future of our customer experience and marketing strategy. This role is all about uncovering the stories hidden in data. From analysing behavioural trends to running surveys and managing research projects, you ll be the go-to expert for insight that drives smarter decisions across the business. If you thrive on turning numbers into narratives and collaborating across teams to make a real impact - this is your moment. We are based in Aylesbury, Buckinghamshire and currently work to a hybrid model of one day per week in the office (every Wednesday). What You ll Be Doing: Customer Insight & Analysis Analyse customer behaviour, engagement, and lifecycle trends using GA4, Power BI, Excel, and internal data sources Design and run customer surveys to gather feedback and uncover opportunities Manage external research projects with agencies and ensure actionable outcomes Present insights in a clear, compelling way tailored to different stakeholders Customer Data & Strategy Contribute to the development of a Single Customer View by resolving data silos and inconsistencies Support the customer data strategy by aligning insight needs with data planning and improvements Collaboration & Impact Work closely with the Marketing team and wider business to identify insight opportunities Provide post-campaign analysis to inform future marketing activity Champion the use of data and insight to drive customer-centric decisions What We re Looking For: A natural affinity for numbers and data, with the ability to interpret and translate complex information into actionable insights Previous experience in an insight or analytical role, ideally within a customer-focused or marketing environment Comfortable presenting findings to internal stakeholders at all levels, with clear and confident communication Strong analytical skills with experience using GA4, Power BI, Excel, and ideally Apteco FastStats Proven ability to design and interpret customer surveys and research Incredible attention to detail - nothing gets past you Collaborative mindset with the ability to work across teams and functions Adaptable, proactive, and comfortable working in a fast-paced environment Why choose Agria Pet Insurance: Agria Pet Insurance is one of the UK's leading specialist pet insurance providers. We only provide lifetime insurance for animals, so truly understand and care about our customers and their beloved pets - especially as most of our team are pet parents, and we're all animal-lovers. Our passion for pets means that we are trusted by The Royal Kennel Club, Lloyds and many other significant affinity partners to provide lifetime pet insurance in their names. Working closely with animal welfare organisations, vets and breeders, gives us deep insight on what's best for pets. And we give back too - including supporting hundreds of animal rescues, protecting over 100,000 rescued animals, and through donations of over £2m to animal charities. We are a strong, growing business, having doubled our GWP in the last 5 years, with a supportive ethos and family feel. We became one of the UK s Best Workplaces in 2023, 2024 and again in 2025, we have the top 4 slots on Which? Best Buy pet insurance and we are extremely proud to be the only carbon negative pet insurer in the UK. What we offer: 25 days annual leave which increases with service, plus bank holidays and an additional day off for your Birthday. Opportunity to buy/sell up to 5 days annual leave per calendar year Contributory pension and Life Assurance scheme Access to 25% off insuring your pet with Agria. Friends and family are also entitled to a discount too We aim to support the health and wellbeing of all our colleagues so you ll have access to a Health Cash Plan, mental health support and health and wellbeing platforms, including Headspace Free tickets to a huge variety of pet related events Complimentary refreshments in our breakout area Regular team activities and events arranged by our Employee Forum
Oct 08, 2025
Full time
The Role: Are you naturally curious, analytical, and passionate about understanding what makes customers tick? We re looking for a Customer Insight Analyst to join our Customer Marketing team and help shape the future of our customer experience and marketing strategy. This role is all about uncovering the stories hidden in data. From analysing behavioural trends to running surveys and managing research projects, you ll be the go-to expert for insight that drives smarter decisions across the business. If you thrive on turning numbers into narratives and collaborating across teams to make a real impact - this is your moment. We are based in Aylesbury, Buckinghamshire and currently work to a hybrid model of one day per week in the office (every Wednesday). What You ll Be Doing: Customer Insight & Analysis Analyse customer behaviour, engagement, and lifecycle trends using GA4, Power BI, Excel, and internal data sources Design and run customer surveys to gather feedback and uncover opportunities Manage external research projects with agencies and ensure actionable outcomes Present insights in a clear, compelling way tailored to different stakeholders Customer Data & Strategy Contribute to the development of a Single Customer View by resolving data silos and inconsistencies Support the customer data strategy by aligning insight needs with data planning and improvements Collaboration & Impact Work closely with the Marketing team and wider business to identify insight opportunities Provide post-campaign analysis to inform future marketing activity Champion the use of data and insight to drive customer-centric decisions What We re Looking For: A natural affinity for numbers and data, with the ability to interpret and translate complex information into actionable insights Previous experience in an insight or analytical role, ideally within a customer-focused or marketing environment Comfortable presenting findings to internal stakeholders at all levels, with clear and confident communication Strong analytical skills with experience using GA4, Power BI, Excel, and ideally Apteco FastStats Proven ability to design and interpret customer surveys and research Incredible attention to detail - nothing gets past you Collaborative mindset with the ability to work across teams and functions Adaptable, proactive, and comfortable working in a fast-paced environment Why choose Agria Pet Insurance: Agria Pet Insurance is one of the UK's leading specialist pet insurance providers. We only provide lifetime insurance for animals, so truly understand and care about our customers and their beloved pets - especially as most of our team are pet parents, and we're all animal-lovers. Our passion for pets means that we are trusted by The Royal Kennel Club, Lloyds and many other significant affinity partners to provide lifetime pet insurance in their names. Working closely with animal welfare organisations, vets and breeders, gives us deep insight on what's best for pets. And we give back too - including supporting hundreds of animal rescues, protecting over 100,000 rescued animals, and through donations of over £2m to animal charities. We are a strong, growing business, having doubled our GWP in the last 5 years, with a supportive ethos and family feel. We became one of the UK s Best Workplaces in 2023, 2024 and again in 2025, we have the top 4 slots on Which? Best Buy pet insurance and we are extremely proud to be the only carbon negative pet insurer in the UK. What we offer: 25 days annual leave which increases with service, plus bank holidays and an additional day off for your Birthday. Opportunity to buy/sell up to 5 days annual leave per calendar year Contributory pension and Life Assurance scheme Access to 25% off insuring your pet with Agria. Friends and family are also entitled to a discount too We aim to support the health and wellbeing of all our colleagues so you ll have access to a Health Cash Plan, mental health support and health and wellbeing platforms, including Headspace Free tickets to a huge variety of pet related events Complimentary refreshments in our breakout area Regular team activities and events arranged by our Employee Forum
The Role: Are you a strategic thinker with a passion for customer engagement? Agria is seeking a dynamic Customer Marketing Manager to deliver our customer contact strategy across acquisition, retention, and lifecycle communications. This is a pivotal role that blends creativity, data-driven decision-making, and technical expertise to drive meaningful connections with our customers and deliver on key business objectives. You ll be at the heart of our marketing engine - designing and executing omni-channel campaigns using platforms like Apteco Peoplestage and Dotdigital. If you thrive in a fast-paced environment and love crafting journeys that captivate and convert, we want to hear from you. We are based in Aylesbury, Buckinghamshire and currently work to a hybrid model of one day per week in the office (every Wednesday). What You ll Be Doing: Acquisition Strategy Develop and deliver contact strategies to convert prospects into loyal customers Manage marketing automation and testing across email, SMS, direct mail, and outbound channels Oversee new business incentives and optimise performance through testing and reporting Customer Communications Create engaging content for newsletters and customer reward campaigns across Agria s brand portfolio Drive brand engagement through personalised, timely communications Support the development of a Single Customer View with a passion for customer documentation and leveraging key customer touchpoints Retention Deliver the customer loyalty and retention strategy through targeted communications Promote new loyalty propositions and address key areas like missed payments and cancellations Performance Reporting Deliver monthly performance insights and contribute to the wider marketing report Analyse campaign effectiveness and provide actionable recommendations Partnerships & Service Communications Ensure timely delivery of partner offers and lifecycle marketing initiatives Manage service communications, regulatory updates, and direct mail stock levels What We re Looking For: Experience in planning and executing CRM journeys through marketing automation; including segmentation, testing and optimisation Ideally proficiency in Apteco FastStats, PeopleStage, Orbit, and Dotdigital Proven track record in direct marketing with measurable impact on engagement and conversion Strong grasp of GDPR, PECR, and Consumer Duty principles Excellent communication skills across all levels of the business Ability to prioritise, work independently, and thrive under pressure A collaborative mindset with a proactive approach to problem-solving Why choose Agria Pet Insurance: Agria Pet Insurance is one of the UK's leading specialist pet insurance providers. We only provide lifetime insurance for animals, so truly understand and care about our customers and their beloved pets - especially as most of our team are pet parents, and we're all animal-lovers. Our passion for pets means that we are trusted by The Royal Kennel Club, Lloyds and many other significant affinity partners to provide lifetime pet insurance in their names. Working closely with animal welfare organisations, vets and breeders, gives us deep insight on what's best for pets. And we give back too - including supporting hundreds of animal rescues, protecting over 100,000 rescued animals, and through donations of over £2m to animal charities. We are a strong, growing business, having doubled our GWP in the last 5 years, with a supportive ethos and family feel. We became one of the UK s Best Workplaces in 2023, 2024 and again in 2025, we have the top 4 slots on Which? Best Buy pet insurance and we are extremely proud to be the only carbon negative pet insurer in the UK. What we offer: 25 days annual leave which increases with service, plus bank holidays and an additional day off for your Birthday Opportunity to buy/sell up to 5 days annual leave per calendar year Contributory pension and Life Assurance scheme Access to 25% off insuring your pet with Agria. Friends and family are also entitled to a discount too We aim to support the health and wellbeing of all our colleagues so you ll have access to a Health Cash Plan, mental health support and health and wellbeing platforms, including Headspace Free tickets to a huge variety of pet related events Complimentary refreshments in our breakout area Regular team activities and events arranged by our Employee Forum
Oct 08, 2025
Full time
The Role: Are you a strategic thinker with a passion for customer engagement? Agria is seeking a dynamic Customer Marketing Manager to deliver our customer contact strategy across acquisition, retention, and lifecycle communications. This is a pivotal role that blends creativity, data-driven decision-making, and technical expertise to drive meaningful connections with our customers and deliver on key business objectives. You ll be at the heart of our marketing engine - designing and executing omni-channel campaigns using platforms like Apteco Peoplestage and Dotdigital. If you thrive in a fast-paced environment and love crafting journeys that captivate and convert, we want to hear from you. We are based in Aylesbury, Buckinghamshire and currently work to a hybrid model of one day per week in the office (every Wednesday). What You ll Be Doing: Acquisition Strategy Develop and deliver contact strategies to convert prospects into loyal customers Manage marketing automation and testing across email, SMS, direct mail, and outbound channels Oversee new business incentives and optimise performance through testing and reporting Customer Communications Create engaging content for newsletters and customer reward campaigns across Agria s brand portfolio Drive brand engagement through personalised, timely communications Support the development of a Single Customer View with a passion for customer documentation and leveraging key customer touchpoints Retention Deliver the customer loyalty and retention strategy through targeted communications Promote new loyalty propositions and address key areas like missed payments and cancellations Performance Reporting Deliver monthly performance insights and contribute to the wider marketing report Analyse campaign effectiveness and provide actionable recommendations Partnerships & Service Communications Ensure timely delivery of partner offers and lifecycle marketing initiatives Manage service communications, regulatory updates, and direct mail stock levels What We re Looking For: Experience in planning and executing CRM journeys through marketing automation; including segmentation, testing and optimisation Ideally proficiency in Apteco FastStats, PeopleStage, Orbit, and Dotdigital Proven track record in direct marketing with measurable impact on engagement and conversion Strong grasp of GDPR, PECR, and Consumer Duty principles Excellent communication skills across all levels of the business Ability to prioritise, work independently, and thrive under pressure A collaborative mindset with a proactive approach to problem-solving Why choose Agria Pet Insurance: Agria Pet Insurance is one of the UK's leading specialist pet insurance providers. We only provide lifetime insurance for animals, so truly understand and care about our customers and their beloved pets - especially as most of our team are pet parents, and we're all animal-lovers. Our passion for pets means that we are trusted by The Royal Kennel Club, Lloyds and many other significant affinity partners to provide lifetime pet insurance in their names. Working closely with animal welfare organisations, vets and breeders, gives us deep insight on what's best for pets. And we give back too - including supporting hundreds of animal rescues, protecting over 100,000 rescued animals, and through donations of over £2m to animal charities. We are a strong, growing business, having doubled our GWP in the last 5 years, with a supportive ethos and family feel. We became one of the UK s Best Workplaces in 2023, 2024 and again in 2025, we have the top 4 slots on Which? Best Buy pet insurance and we are extremely proud to be the only carbon negative pet insurer in the UK. What we offer: 25 days annual leave which increases with service, plus bank holidays and an additional day off for your Birthday Opportunity to buy/sell up to 5 days annual leave per calendar year Contributory pension and Life Assurance scheme Access to 25% off insuring your pet with Agria. Friends and family are also entitled to a discount too We aim to support the health and wellbeing of all our colleagues so you ll have access to a Health Cash Plan, mental health support and health and wellbeing platforms, including Headspace Free tickets to a huge variety of pet related events Complimentary refreshments in our breakout area Regular team activities and events arranged by our Employee Forum
