Customer Care Agent

Wrisk; England; Remote; GBP 24,000 - 32,000; Full time

Job summary

Wrisk is seeking an experienced Customer Support professional to join our Rainham, Essex-based Customer Support & Operations Team. The role handles quotations, new business, renewals and existing policies via telephone, post, and live chat.

It is office-based with a structured training program completed early on, and a competency-based interview process. Applicants must have at least 12 months' insurance experience.

Qualifications

• Must have at least 12 months' experience in the insurance industry.
• Excellent communication skills and ability to build rapport with customers.

Responsibilities

• Meet SLAs across all channels (calls, chat, post) and maintain high customer satisfaction.
• Achieve KPIs and individual targets; administer policies and issue documentation.
• Support Customer Care to drive conversion and retention through exceptional service.
• Analyse feedback and trends to suggest process improvements and platform enhancements.
• Ensure compliance with FCA/ICOBS and data protection requirements.

Job description

Working within the Customer Support & Operations Team in Rainham, Essex, this role responds to customer enquiries regarding quotations, new business, renewals and existing policies via telephone, post and live chat.

This role is office-based and includes a well-structured training program which is normally completed within agent's first few months. Training and development is regularly provided to ensure the best service to our amazing customers through routine audit checks and bespoke training sessions.

The interview process consists of 2 rounds of competency based questions.

We are looking for experienced hires, and applicants must have at least 12 months' experience in the insurance industry.

Responsibilities include:

• To achieve all Service Level Agreements across all channels including calls and chat including achievement of expected customer satisfaction levels
• Consistently achieve Key Performance indicators and individual targets/objectives
• To administer policies and issue documentation within service standards
• Be motivated to deliver service excellence at all times
• To support the Customer Care team in achieving company’s business goals
• Optimise new business by increasing conversion and retention rates through exceptional customer service
• Reporting and analysis on key metrics
• Work to achieve Service Level Agreement (SLAs) across all channels
• Actively look for ways in which can improve our service to customers and become more efficient and enhance our delivery of service
• Actively seek customer feedback, analyse trends, identify customer friction points and make recommendations for potential process improvements / platform enhancements
• Ensure that you are fully conversant in contract terms and raise any areas of non-compliance to the Customer Care Manager or your Team Leader
• Identify any regulatory, contractual or data protection breaches and raise any areas of non-compliance to the Customer Care Manager or your Team Leader
• Achieve minimum of 15 hours CPD per year and ensure your team meet requirements
• Apply and ensure General FCA and other appropriate regulatory requirements are followed when undertaking general insurance business
• Ensure compliance with ICOBS rules
• Build and promote strong, long lasting customer relationships by understanding their needs and delivering a premium customer experience
• Build relationships within the team and create positive culture

This role will suit some who has/is:

• Excellent communication skills, able to communicate effectively and positively with the team and clients; build rapport and adapt communication style to suit customer
• A positive Team Player who contributes to team meetings and discussions, displays a positive can-do attitudeand shares knowledge and helps colleagues
• Reliable and always behaves with utmost integrity
• A brilliant listener who actively listens to the needs of customers, shows empathy and summarise information clearly
• Professional and acts with discretion and confidentiality
• Treats customers fairly and ensures Wrisk complies with the Customers Best Interest Rule
• Trustworthy, ethical, honest
• MUST HAVE 12 months' insurance experience