Customer Care Team Lead — Scale & Excellence

Wrisk; United Kingdom; Hybrid; GBP 85,000 - 105,000; Full time

Benefits offered by this job

Competitive compensation

Hybrid flexibility

High-impact leadership

Structured autonomy

Job summary

Wrisk is seeking a Customer Care leader to oversee the frontline team and ensure high service standards. You will work with the Customer Care Manager to motivate agents, meet SLAs, and spot opportunities for renewals and new business while maintaining compliant processes.

You will build a positive, collaborative culture, lead monthly 1-2-1s, and partner with trainers to close skill gaps. This role offers true hybrid flexibility and a chance to shape the customer experience at Wrisk.

Qualifications

• Hands-on sales or retention experience to spot opportunities and drive targets.
• Ability to motivate, coach and lead a frontline team with accountability.
• Excellent interpersonal skills to communicate goals and feedback clearly.

Responsibilities

• Oversee day-to-day operations of the frontline Customer Care team.
• Ensure SLAs, response times, and quality standards are met across calls, chats, and emails.
• Drive renewals and new business opportunities through the team’s activities.
• Collaborate with the Customer Care Manager on reporting, forecasting, and training needs.
• Maintain audit-ready records and ensure FCA/GDPR compliance.
• Manage shifts and rota planning to maintain consistent coverage.

Skills

Sales & Commercial Awareness

Team Leadership

Clear Communication

Professionalism & Integrity

Reliability & Empathy

Job description

Wrisk is seeking a Customer Care leader to oversee the frontline team and ensure high service standards. You will work with the Customer Care Manager to motivate agents, meet SLAs, and spot opportunities for renewals and new business while maintaining compliant processes.

You will build a positive, collaborative culture, lead monthly 1-2-1s, and partner with trainers to close skill gaps. This role offers true hybrid flexibility and a chance to shape the customer experience at Wrisk.