Job Description: Customer Support Agent

Employment Type: Full-time Work Location: Remote Language: English Department: Customer Support & Operations Published: 2025-07-09

Position Overview

The Customer Support Agent will be a key member of the Customer Support & Operations Team, responsible for responding to customer inquiries via telephone, email, post, and live chat. This role focuses on providing exceptional service for quotations, new business, renewals, and existing policies. The position is home-based and includes a comprehensive training program and ongoing development opportunities.

Responsibilities

• Achieve all Service Level Agreements (SLAs) across all communication channels, including call and chat, while meeting expected customer satisfaction levels.
• Consistently meet Key Performance Indicators (KPIs) and individual targets.
• Administer policies and issue documentation within service standards.
• 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 seek ways to improve customer service and operational efficiency.
• Solicit customer feedback, analyze trends, identify customer friction points, and recommend process improvements or platform enhancements.
• Maintain thorough knowledge of contract terms and report any non-compliance to management.
• Identify and escalate regulatory, contractual, or data protection breaches.
• Achieve a minimum of 15 hours of Continuing Professional Development (CPD) per year and ensure team compliance.
• Adhere to and ensure compliance with Central Bank of Ireland, Financial Services and Pensions Ombudsman (FSPO), and other relevant regulatory requirements for general insurance business.
• Ensure compliance with CBI's Consumer Protection Code and Insurance Distribution Directive rules.
• Build and promote strong, long-lasting customer relationships by understanding customer needs and delivering a premium customer experience.
• Foster positive relationships within the team and contribute to a positive team culture.

Requirements

The ideal candidate will possess:

• Must Have: At least 12 months of experience in the motor insurance industry.
• Excellent communication skills, with the ability to communicate effectively and positively with the team and clients, build rapport, and adapt communication style.
• A positive Team Player attitude, contributing to team meetings, sharing knowledge, and helping colleagues.
• Reliability and utmost integrity in all actions.
• Brilliant listening skills, with the ability to actively listen, show empathy, and summarize information clearly.
• Professionalism, discretion, and confidentiality.
• A commitment to treating customers fairly and ensuring Wrisk complies with the Customers Best Interest Rule.
• Trustworthiness, ethical conduct, and honesty.

Training and Interview Process

• A comprehensive 3-week training plan is provided.
• The first week of training will primarily take place at the Company office in Rainham, Essex. All expenses will be covered by Wrisk.
• The interview process consists of 2 rounds of competency-based questions.
• Regular training and development are provided through routine audit checks and bespoke training sessions.

Additional Details

• Salary: Not specified
• Location Type: Remote
• Remote: Yes