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- Tasks: Respond to customer enquiries via phone, post, and live chat while delivering exceptional service.
- Company: Join a dynamic team in Rainham, Essex, focused on customer care excellence.
- Benefits: Structured training, ongoing development, and a supportive team environment.
- Other info: Opportunity to build strong relationships and enhance your career in a positive culture.
- Why this job: Make a real difference by helping customers navigate their insurance needs.
- Qualifications: Must have 12 months' experience in the insurance industry and excellent communication skills.
The predicted salary is between 25000 - 30000 £ per year.
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 which is normally completed within the agent's first few months. Training and development is regularly provided to ensure the best service to our amazing customers through routine audit checks and bespoke training sessions. The interview process consists of 2 rounds of competency based questions. We are looking for experienced hires, and applicants must have at least 12 months' experience in the insurance industry.
Responsibilities
- To achieve all Service Level Agreements across all channels including calls and chat and achieve expected customer satisfaction levels.
- Consistently achieve Key Performance indicators and individual targets/objectives.
- To administer policies and issue documentation within service standards.
- Be motivated to deliver service excellence at all times.
- To support the Customer Care team in achieving the company’s business goals.
- Optimise new business by increasing conversion and retention rates through exceptional customer service.
- Reporting and analysis on key metrics.
- Work to achieve Service Level Agreement (SLAs) across all channels.
- Actively look for ways in which we can improve our service to customers and become more efficient and enhance our delivery of service.
- Actively seek customer feedback, analyse trends, identify customer friction points and make recommendations for potential process improvements/platform enhancements.
- Ensure that you are fully conversant in contract terms and raise any areas of non-compliance to the Customer Care Manager or your Team Leader.
- Identify any regulatory, contractual or data protection breaches and escalate to relevant persons.
- Achieve a minimum of 15 hours CPD per year and ensure your team meet 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 positive culture.
Qualifications
- Excellent communication skills, able to communicate effectively and positively with the team and clients; build rapport and adapt communication style to suit customers.
- A positive Team Player who contributes to team meetings and discussions, displays a positive can-do attitude and shares knowledge and helps colleagues.
- Reliable and always behaves with utmost integrity.
- A brilliant listener who actively listens to the needs of customers, shows empathy and summarises information clearly.
- Professional and acts with discretion and confidentiality.
- Treats customers fairly and ensures compliance with the Customers Best Interest Rule.
- Trustworthy, ethical, honest.
- MUST HAVE 12 months' insurance experience.
Customer Care Agent employer: Wrisk Limited
Contact Detail:
Wrisk Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Agent
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you tailor your responses during the interview and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Prepare for those competency-based questions by thinking of examples from your past experience that highlight your skills. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 3
Don’t underestimate the power of a follow-up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It keeps you on their radar and shows your enthusiasm for the role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen to join our amazing team at StudySmarter.
We think you need these skills to ace Customer Care Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in the insurance industry. We want to see how your skills match up with what we're looking for, so don’t be shy about showcasing your achievements and relevant roles!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about customer care and how your previous experience makes you a perfect fit for our team. Keep it friendly and professional!
Show Off Your Communication Skills: Since this role involves a lot of customer interaction, make sure your application reflects your excellent communication skills. Whether it's through your writing style or how you present your experiences, let us see that you can connect with customers effectively.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our amazing team!
How to prepare for a job interview at Wrisk Limited
✨Know Your Stuff
Make sure you brush up on your insurance knowledge before the interview. Familiarise yourself with common terms, policies, and regulations in the industry. This will not only help you answer questions confidently but also show that you're genuinely interested in the role.
✨Showcase Your Communication Skills
As a Customer Care Agent, communication is key. Practice articulating your thoughts clearly and concisely. You might want to prepare examples of how you've effectively communicated with customers in the past, especially in challenging situations.
✨Demonstrate Team Spirit
This role requires a positive team player. Be ready to discuss how you've contributed to team success in previous roles. Share specific instances where you collaborated with colleagues to achieve a common goal or improve customer service.
✨Prepare for Competency Questions
Since the interview consists of competency-based questions, think about your past experiences and how they relate to the job. Use the STAR method (Situation, Task, Action, Result) to structure your answers, ensuring you highlight your achievements and learning moments.