Customer Care Agent

Working within the Customer Support & Operations Team in Rainham, Essex, this role responds to customer enquiries regarding quotations, new business, renewals, and existing policies via telephone, post, and live chat.

This role is office-based and includes a well-structured training program, typically completed within the first few months. Ongoing training and development are provided to ensure excellent service to our customers through routine audit checks and bespoke training sessions.

The interview process consists of 2 rounds of competency-based questions.

We are seeking experienced hires with at least 12 months\’ experience in the insurance industry.

Responsibilities include:

1. Achieve all Service Level Agreements across all channels including calls and chat, maintaining expected customer satisfaction levels
2. Consistently meet Key Performance Indicators and individual targets/objectives
3. Administer policies and issue documentation within service standards
4. Deliver service excellence at all times
5. Support the Customer Care team in achieving company goals
6. Increase new business conversion and retention rates through exceptional customer service
7. Report and analyze key metrics
8. Work to meet Service Level Agreements (SLAs) across all channels
9. Identify opportunities to improve service and efficiency, and enhance delivery
10. Seek customer feedback, analyze trends, identify friction points, and recommend process or platform improvements
11. Understand contract terms and escalate non-compliance issues
12. Identify regulatory, contractual, or data protection breaches and escalate appropriately
13. Achieve a minimum of 15 hours of CPD annually and support team compliance
14. Follow FCA regulations and other relevant legal requirements when conducting insurance business
15. Ensure ICOBS compliance
16. Build strong, lasting customer relationships by understanding needs and delivering a premium experience
17. Foster positive team relationships and contribute to a positive culture

This role is suitable for individuals who:

• Have excellent communication skills, able to adapt communication style to different customers
• Are positive team players, contribute to discussions, and share knowledge
• Are reliable and act with integrity
• Are attentive listeners, empathetic, and able to summarize information clearly
• Maintain professionalism, discretion, and confidentiality
• Treat customers fairly and adhere to the Customers Best Interest Rule
• Are trustworthy, ethical, and honest
• MUST HAVE 12 months\’ insurance experience

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