Job Details: Sales & Retention Consultant
Full details of the job.
Vacancy Name: Sales & Retention Consultant
Vacancy No: VN544
Employment Type: Full-Time
Location: Office Based - Borehamwood
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 centre 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.
Package
Competitive salary with excellent benefits including 24 holiday days (plus your birthday), 2 days off for charity work, group life assurance, and private medical insurance.
Location: We offer the opportunity to work hybrid splitting your time between home and office. Please note you may be required to come to head office on your first day for an induction and to collect your equipment.
Full Time: 37.5 hours per week, Monday – Friday between the hours of 8am – 6pm on a weekly rotating shift pattern. Some weekend work will be required on a rota basis.
Job Summary
To deliver a first-class customer experience whilst maximising 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.
* Maximise sales opportunities primarily through inbound channels. Some outbound selling may be required.
* 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.
* Confidently handle objections in order to retain customers 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.
* Follow a script accurately and compliantly.
* Capture & update information accurately.
* Recognise and feedback any trends or issues identified.
* Share successful sales techniques and best practices with the team to support team performance.
* Respond to changing priorities and achieve tasks quickly and efficiently.
* Follow processes & procedures effectively in a regulated environment.
* Identify any risks to the department or business and report findings to your Line Manager or a member of the Management team at the earliest opportunity.
* 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.
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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