Customer Care Team Leader

Wrisk; Gillingham; On-site; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Competitive Compensation & Package

True Hybrid Flexibility

High-Impact Leadership

Structured Autonomy

Job summary

Wrisk is seeking a frontline Customer Care Manager to lead day-to-day operations of our frontline team as we scale, ensuring high service standards, strict SLAs, and compliant processes while building a positive, collaborative environment for colleagues.

You’ll motivate and coach agents, manage rotas, partner with trainers, and spot opportunities for new business and renewals, while keeping audit-ready records and a customer-first culture.

Qualifications

• Experience driving sales or retention targets within a frontline team.
• Proven ability to lead, coach and motivate teams to exceed expectations.
• Clear and impactful communication to align goals and results.
• Professional integrity and confidentiality in customer interactions.
• Empathy and dependability in resolving issues with customers and colleagues.

Responsibilities

• Lead day-to-day operations of the frontline Customer Care team and ensure SLAs are met.
• Motivate the team, coach performance, and drive renewals and new business opportunities.
• Oversee team rotas, reporting, and training with the Customer Care Trainer.
• Maintain audit-ready, accurate records of customer interactions and compliance.
• Foster a collaborative, high-performance culture and customer-first approach.

Skills

Sales & retention

Team leadership

Communication

Integrity

Empathy

Tools

CRM software

Analytics/Reporting

Job description

About Wrisk

Wrisk is reinventing insurance for today's digital consumer based on a vision that insurance ought to be simple, transparent and personal. The insurance platform developed by Wrisk combines the best customer experience, modern technology, insurance know-how and a unique distribution strategy for the automotive sector. As the UK market leader in embedded automotive insurance, Wrisk powers tailored experiences for top global manufacturers - including BMW, Mercedes-Benz, Volvo, and Kia - while rapidly scaling into international markets with major launches in Germany (including Porsche) and Ireland.

The Role at a glance

You’ll be leading the day-to-day operations of our frontline Customer Care team as we scale. Working alongside our Customer Care Manager, trainers, and agents, your main focus will be keeping the team supported, motivated, and performing at their best. You’ll make sure our high service standards and SLAs are met, help the team spot opportunities for new business and renewals, and keep our processes compliant, all while building a positive, collaborative environment where people enjoy coming to work.

How You'll Make An Impact

New Business & Renewals

• Use your sales and customer experience to keep the team motivated and focused on promoting the genuine benefits of our products
• Help drive customer retention by keeping workflows organized and ensuring every opportunity to keep a customer is explored
• Partner with the Customer Care Manager on team reporting and forecasting for growth and renewal volumes

Service Excellence

• Keep our response times sharp and ensure SLAs are consistently met across calls, chats, and emails
• Look for practical ways to make our service smoother and keep customer satisfaction high without cutting corners on quality
• Lead by example when it comes to clear record-keeping and staying audit-ready

Team Leadership & Development

• Set clear expectations for performance and hold the team accountable in a supportive, fair way
• Run monthly 1-2-1s and regular team catch-ups to share feedback, track progress, and keep communication flowing
• Work closely with our Customer Care Trainer to spot skill gaps and ensure the team gets the right training, especially around sales and renewals

Compliance & Quality

• Make sure the team follows essential internal and external guidelines, including FCA and GDPR rules
• Catch potential compliance issues early, flag them to the Customer Care Manager, and work with teams like Complaints to resolve them quickly
• Maintain clean, accurate records of customer interactions across the board

Operational Oversight & Culture

• Build great relationships with customers by making sure they get a helpful, high-quality service every time
• Foster a collaborative, inclusive environment where the whole team supports each other
• Manage team rotas and shift coverage so the team is always well-supported and available for our customers

Requirements

What We're Looking For

• Sales & Commercial Awareness: Hands-on sales or retention experience to spot business opportunities, drive team performance, and inspire the team to hit new business and renewal targets
• Proven Team Leadership: Ability to motivate, coach, and inspire a frontline team to exceed expectations, building a culture of high accountability, ownership, and shared success
• Clear & Impactful Communication: Strong interpersonal skills to communicate team goals, performance metrics, and actionable feedback clearly to keep everyone aligned and motivated
• Professionalism & Integrity: A trusted leader who leads by example, maintains confidentiality across sensitive matters, and treats every customer and colleague with fairness, respect, and Wrisk values
• Reliability & Empathy: A dependable, approachable manager who listens actively to both customers and team members, showing genuine empathy when resolving complex issues or offering support

Benefits

What we offer

• Competitive Compensation & Package: A competitive remuneration and benefits package
• True Hybrid Flexibility: A balanced mix of remote and in-office work, giving you focus time for online meetings and day-to-day tasks alongside space for in-person collaboration
• High-Impact Leadership: Real ownership over your team's day-to-day operations. Your support and leadership will directly shape our customer experience and frontline success
• Structured Autonomy: Work alongside our Leadership to set high service standards while taking ownership of daily operations. You'll have space to innovate and shape day-to-day operations while keeping team performance consistent, reliable, and compliant