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Customer Care Agent

Wrisk

Gillingham

On-site

GBP 25,000 - 35,000

Full time

6 days ago

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Job summary

A leading company in the insurance sector is seeking a Customer Care Agent to join their team in Rainham, Essex. The role involves responding to customer queries, achieving service excellence, and working within a supportive environment with ongoing training. The ideal candidate will possess strong communication skills, a positive attitude, and at least 12 months of experience in the insurance industry.

Qualifications

Must have 12 months' insurance experience.
Professional and acts with discretion and confidentiality.
Validates customers' best interests.

Responsibilities

Responds to customer enquiries via telephone, post, and live chat.
Achieves service level agreements across all channels.
Reports and analyzes key metrics.

Skills

Excellent communication skills

Team player

Listening skills

Integrity

Empathy

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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 escalate to relevant persons
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

Requirements

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 attitude and 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

Seniority level

Seniority level
Mid-Senior level

Employment type

Employment type
Full-time

Job function

Job function
Other
Industries
Insurance

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