Frontline Care Leader - Hybrid, High-Impact

Wrisk; Gillingham; Hybrid; 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

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.