Customer Care Agent

Position Overview

• Location Type: Remote
• Job Type: Full-time
• Salary: Not specified

This role is part of the Customer Support & Operations Team, responding to customer inquiries via telephone, post, and live chat regarding quotations, new business, renewals, and existing policies. The position includes a well-structured training program, with ongoing development provided through routine audits and bespoke training sessions. The interview process involves two rounds of competency-based questions. A comprehensive 3-week training plan is in place, with the first week primarily conducted at the Wrisk office in Rainham, Essex. All expenses for this initial training will be covered by Wrisk.

Requirements

• Experience: Must have at least 12 months of experience in the insurance industry.
• Communication Skills: Excellent communication skills, able to communicate effectively and positively with the team and clients, build rapport, and adapt communication style to suit customers.
• Teamwork: A positive team player who contributes to team meetings and discussions, displays a positive can-do attitude, and shares knowledge and helps colleagues.
• Reliability & Integrity: Reliable and always behaves with the utmost integrity.
• Listening Skills: A brilliant listener who actively listens to customer needs, shows empathy, and summarizes information clearly.
• Professionalism: Professional and acts with discretion and confidentiality.
• Customer Focus: Treats customers fairly and ensures Wrisk complies with the Customers Best Interest Rule.
• Ethics: Trustworthy, ethical, and honest.

Responsibilities

• Achieve all Service Level Agreements (SLAs) across all channels, including calls and chat, and meet expected customer satisfaction levels.
• Consistently achieve Key Performance Indicators (KPIs) and individual targets/objectives.
• Administer policies and issue documentation within service standards.
• Be motivated to deliver service excellence at all times.
• Support the Customer Care team in achieving company business goals.
• Optimize new business by increasing conversion and retention rates through exceptional customer service.
• Report and analyze key metrics.
• Actively look for ways to improve service to customers, become more efficient, and enhance service delivery.
• Actively seek customer feedback, analyze trends, identify customer friction points, and make recommendations for potential process improvements/platform enhancements.
• Ensure full understanding of contract terms and raise any areas of non-compliance to the Customer Care Manager or Team Leader.
• Identify any regulatory, contractual, or data protection breaches and escalate to relevant persons.
• Achieve a minimum of 15 hours of Continuing Professional Development (CPD) per year and ensure the team meets requirements.
• Apply and ensure General FCA and other appropriate regulatory requirements are followed when undertaking general insurance business.
• Ensure compliance with ICOBS rules.
• Build and promote strong, long-lasting customer relationships by understanding their needs and delivering a premium customer experience.
• Build relationships within the team and create a positive culture.

Additional Details

• Published: 2025-06-10
• Language: English