Frontline Customer Care Lead — Sales & Retention

Wrisk; Rainham; Hybrid; GBP 55,000 - 85,000; Full time

Benefits offered by this job

Competitive Compensation & Package

True Hybrid Flexibility

High-Impact Leadership

Structured Autonomy

Job summary

Wrisk in the United Kingdom is seeking a Head of Customer Care to lead our frontline team as we scale. You will coach, motivate, and develop agents, ensure service levels and SLAs are met, and drive opportunities for new business and renewals while maintaining compliant processes.

You’ll partner with the Customer Care Manager and Trainer to shape reporting, forecast volumes, and a culture of high performance and customer-centricity across calls, chats, and emails, with a true hybrid work model.

Qualifications

• Experience leading frontline customer care teams with focus on sales and renewals.
• Proven ability to motivate and coach teams to meet targets and SLAs.
• Strong communication skills and a customer-centric approach.
• Demonstrates professionalism, integrity and confidentiality.
• Empathetic leadership with ability to build collaborative culture.

Responsibilities

• Lead day-to-day operations of the frontline Customer Care team.
• Drive new business opportunities and renewals through service excellence.
• Maintain high service standards and ensure compliance with FCA/GDPR.
• Manage team rotas, training needs, and performance reviews.
• Collaborate with Customer Care Manager and Trainer on reporting and growth.

Skills

Sales and retention

Team leadership

Communication

Integrity

Empathy

Job description

Wrisk in the United Kingdom is seeking a Head of Customer Care to lead our frontline team as we scale. You will coach, motivate, and develop agents, ensure service levels and SLAs are met, and drive opportunities for new business and renewals while maintaining compliant processes.

You’ll partner with the Customer Care Manager and Trainer to shape reporting, forecast volumes, and a culture of high performance and customer-centricity across calls, chats, and emails, with a true hybrid work model.