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- Tasks: Respond to customer enquiries via phone, post, and live chat while providing exceptional service.
- Company: Join a dynamic insurance company focused on customer care and team collaboration.
- Benefits: Structured training, career development, and a supportive work 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.
- 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 in London employer: Wrisk Limited
Contact Detail:
Wrisk Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Agent in London
✨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. We recommend doing mock interviews with a friend or even in front of the mirror.
✨Tip Number 3
Don’t forget to ask questions! At the end of the interview, have a couple of thoughtful questions ready about the role or the team. It shows you're engaged and keen to learn more about how you can contribute.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it gives you a chance to showcase your enthusiasm for the role right from the start.
We think you need these skills to ace Customer Care Agent in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Care Agent role. Highlight your 12 months of insurance experience and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about customer service and how your previous roles have prepared you for this position. We love seeing genuine enthusiasm for helping customers!
Showcase Your Communication Skills: Since communication is key in this role, make sure your application reflects your ability to communicate effectively. Use clear and concise language, and don’t forget to proofread for any typos or errors. We appreciate attention to detail!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best 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 serious about the role.
✨Showcase Your Communication Skills
As a Customer Care Agent, communication is key. Prepare to demonstrate your ability to listen actively and respond empathetically. You might even want to practice some role-play scenarios with a friend to get comfortable with handling customer enquiries.
✨Highlight Your Experience
With at least 12 months of experience required, be ready to discuss specific examples from your past roles. Think about times when you achieved KPIs or improved customer satisfaction. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! This shows your interest in the company and the role. You could ask about the training programme, team culture, or how they measure success in the Customer Care team. It’s a great way to engage and leave a lasting impression.