Customer Care Agent

Wrisk; Rainham; On-site; GBP 22,000 - 30,000; Full time

Job summary

Wrisk is seeking an experienced Customer Support representative in Rainham, Essex, to handle customer enquiries regarding quotations, new business, renewals, and existing policies. The role requires a minimum of 12 months' experience in the insurance industry and involves achieving service level agreements while providing training and development opportunities. Strong communication, teamwork, and active listening skills are essential. Wrisk aims to deliver exceptional customer service and improve customer satisfaction through effective relationship management.

Qualifications

• MUST HAVE 12 months' insurance experience.
• Able to communicate effectively and positively with team and clients.
• Must be a brilliant listener who shows empathy.

Responsibilities

• Respond to customer enquiries about quotations and policies.
• Achieve all Service Level Agreements across all channels.
• Administer policies and issue documentation.
• Support Customer Care team in meeting business goals.
• Build strong, long-lasting customer relationships.

Skills

Excellent communication skills

Team player

Reliable and trustworthy

Active listening

Professional discretion

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 the 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 and achieve 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 the 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 we 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 a 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

Qualifications

• Excellent communication skills, able to communicate effectively and positively with the team and clients; build rapport and adapt communication style to suit customers
• 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 summarises 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