Customer Care Agent

Wrisk; Gillingham; On-site; GBP 21,000 - 27,000; Full time

Job summary

Wrisk is seeking an experienced Customer Support professional to join the Customer Support & Operations Team in Rainham, Essex. The role involves responding to customer enquiries regarding quotations, new business, renewals and existing policies via telephone, post and live chat.

Training is provided in the initial months, with ongoing development and routine audits to ensure high service standards. Interview process includes two rounds of competency-based questions.

Qualifications

• Excellent communication skills with clients and team, positive attitude.
• Reliable, with integrity and discretion.
• Excellent listening and empathy to understand customer needs.
• Professional and confidential handling of information.
• Responsive to customers fairly and in their best interest.
• Must have 12 months' insurance experience.

Responsibilities

• Handle customer enquiries across calls, post and live chat in line with SLAs.
• Achieve KPIs and individual targets.
• Administer policies and issue documentation within service standards.
• Support Customer Care to achieve business goals.
• Increase conversion and retention through exceptional service.
• Report and analyze key metrics to improve service.
• Identify process improvements and platform enhancements from feedback.

Skills

Communication

Team player

Integrity

Active listening

Discretion

Customer service

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

• 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 escalated 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

• 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