Customer Care Agent

Wrisk; United Kingdom; On-site; GBP 25,000 - 35,000; Full time

Job summary

Wrisk is seeking a Customer Support Representative to join their team in the Greater Bristol Area. In this role, you will respond to customer inquiries, issue documentation, and support compliance with industry regulations. Applicants must have at least 12 months of experience in the insurance sector. The position offers comprehensive training and development opportunities.

Qualifications

• Must have 12 months' insurance experience.
• Reliable, ethical, and trustworthy.
• Team player with a positive attitude.

Responsibilities

• Respond to customer inquiries regarding quotations and policies.
• Achieve Service Level Agreements and maintain customer satisfaction.
• Support the Customer Care team in achieving business goals.

Skills

Excellent communication skills

Customer relationship building

Listening skills

Integrity

Professionalism

Job description

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Wrisk provided pay range

This range is provided by Wrisk. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Working within the Customer Support & Operations Team, 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.

There is a comprehensive 3 week training plan, most of the first week will take place in the Company office in Rainham, Essex. All expenses will be covered by Wrisk.

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

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  IT Services and IT Consulting

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