Job Details: Sales and Retention Consultant (Part Time)
Vacancy Name: Sales and Retention Consultant (Part Time)
Vacancy No: VN532
Employment Type: Part-Time
Location: Remote
About Us
Our Mission:
Happy, healthy pets, make for happy, healthy people. We aim to strengthen the unique bond between pets and their parents through our innovative products and services, enabled by brilliant colleagues who embody our values of performance, exploration, togetherness, and sustainability.
Our Journey:
In 2016 we set out to focus entirely on pet insurance with pets and families at the center of our business strategy and in 2017 launched a new brand, EveryPaw. To offer our customers a choice of insurance options for their pets, we also focused on finding the right partners to support our growth ambition and our first big partnerships with Sainsbury and Argos, went live in 2019. Many talented colleagues have joined us, and we now partner with a number of fantastic brands across the retail, charity, and financial services sectors. We’ve developed new capabilities, new platforms, and new services specifically for our partners to achieve the best customer experience. Over the last 6 years, the number of pet parents we support has grown five-fold to over half a million in 2023. Together we’ve built the leading Pet Partnership business in the UK and are proud to support and engage pet parents every day to ensure happy and healthy pets.
Our ambition:
We’re delivering long-term success and growth through empowerment and strong collaboration focusing on our two own brands; EveryPaw and Pet Protect and building great relationships with our partners to provide market-leading products, innovative new services, simplicity, and a great customer experience. Our goal is to support over 1 million pet parents by the end of 2026. Pinnacle Pet UK provides great opportunities for those who love pets, want to learn, be challenged, and develop. As a team, we are focused on performance and great customer outcomes. We support each other to achieve our individual and collective goals and have a culture where everyone can be authentic, diverse, and innovative and truly be the best version of themselves supporting what we do best – pets.
Location
We offer the opportunity to work completely from home within the UK, be office-based in Borehamwood, or split your time between home and office. However, please note you may be required to come to head office on your first day for an induction and to collect your equipment.
Part Time: Hours/Shifts - 25 hours per week, Monday – Friday hours of 10am – 3pm, 1-3 Saturday between 9.00am and 1.00pm with a day in the week off in lieu.
Job Summary
To deliver a first-class customer experience whilst maximizing the value of every telephone interaction with all Pinnacle Pet Group client customers. To sell insurance products, support the online sales journey & retain customers that are wishing to cancel their existing policies on behalf of the client in a compliant manner. Promote a positive image of Pinnacle Pet Group & its client companies whilst actively growing PPG & partners business.
Key Responsibilities
* Sell policies for a variety of client companies in compliance with all regulatory requirements.
* Maximize sales opportunities primarily through inbound channels. Some outbound selling may be required.
* To act to deliver good outcomes for customers whilst delivering a higher standard of customer care and enabling consumers to make effective decisions in their interests.
* Support customers with their online sales journey & answer any questions the customers may have to enable them to complete their purchase.
* Ability to confidently objection handle in order to retain customers through knowing your product while quickly building a natural rapport.
* Answer and handle calls promptly in an enthusiastic, courteous, and efficient manner.
* Be a team player, helping drive performance by constantly challenging self & inspiring others to meet their goals.
* Identify and respond to the needs of customers, resolving queries where possible.
* Understand the client’s needs & always try to exceed their expectations.
* Manage change effectively by keeping up to date with any changes in regulations, campaigns, or products.
* Able to navigate around basic computer applications.
* Ability to follow a script accurately and compliantly.
* Ability to capture & update information accurately.
* Recognize and feedback any trends or issues identified.
* Share successful sales techniques and best practices with the team to support the team performance.
* Respond to changing priorities and achieve tasks quickly and efficiently.
* Ability to follow processes & procedures effectively in a regulated environment.
* Identify any risks to the department or business. To report any findings to your Line Manager or a member of the Management team at the earliest opportunity so that action can be taken & detriment minimized.
* Support within the wider operation area as & when required.
Successful Candidates Will Have
* Excellent Customer Service & telephone manner.
* Experience in working towards targets & service levels.
* Basic level of Computer literacy.
* Finance or Insurance industry experience.
* Sales/sales through service experience whilst working in a regulated environment.
* Outbound sales experience would be an advantage.
Required Qualifications
Essential
* GCSE passes A-C or equivalent including Maths & English.
Desirable
* Basic level of Microsoft Word & Excel.
* NVQ in Customer Service &/or Telesales.
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