Frontline Customer Care Leader | Hybrid & High-Impact

Wrisk; Gillingham; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Competitive Compensation & Package

True Hybrid Flexibility

High-Impact Leadership

Structured Autonomy

Job summary

Wrisk is seeking a Customer Care Lead to oversee day-to-day operations of our frontline team. You will work with the Customer Care Manager, trainers, and agents to keep the team motivated, compliant, and performing at a high level, driving new business opportunities and renewals.

You will support processes, maintain service standards, and foster a collaborative, inclusive environment where the team can excel while ensuring records are accurate and audit-ready.

Qualifications

• Sales or retention experience to spot opportunities and drive targets.
• Proven ability to motivate and coach a frontline team.
• Clear, impactful communication of goals and feedback.
• Professional leadership with confidentiality and Wrisk values.
• Empathetic, dependable manager who supports customers and colleagues.

Responsibilities

• Lead day-to-day operations of the frontline Customer Care team.
• Maintain high service standards and SLAs across calls, chats, and emails.
• Collaborate on team reporting, forecasting, and growth/renewal volumes.
• Ensure compliance with FCA, GDPR, and internal guidelines; audit-ready records.
• Foster a collaborative, inclusive culture and manage team rotas and coverage.

Skills

Sales & commercial awareness

Team leadership

Communication

Professionalism & integrity

Reliability & empathy

Job description

Wrisk is seeking a Customer Care Lead to oversee day-to-day operations of our frontline team. You will work with the Customer Care Manager, trainers, and agents to keep the team motivated, compliant, and performing at a high level, driving new business opportunities and renewals.

You will support processes, maintain service standards, and foster a collaborative, inclusive environment where the team can excel while ensuring records are accurate and audit-ready.