At a Glance
- 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 support and operations.
- Benefits: Structured training, career development, and a supportive work environment.
- Other info: Be part of a positive team culture that values integrity and collaboration.
- Why this job: Make a real difference by helping customers with their insurance needs.
- Qualifications: Must have 12 months' experience in the insurance industry and excellent communication skills.
The predicted salary is between 30000 - 42000 £ 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 escal ate 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 Wrisk complies with the Customers Best Interest Rule
- Trustworthy, ethical, honest
- MUST HAVE 12 months' insurance experience
Customer Care Agent in Rainham employer: Wrisk
At our Rainham, Essex office, we pride ourselves on being an exceptional employer that values employee development and a positive work culture. With a comprehensive training programme and ongoing support, we empower our Customer Care Agents to excel in delivering outstanding service while fostering strong relationships with both customers and colleagues. Join us for a rewarding career where your contributions are recognised and growth opportunities abound.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Agent in Rainham
✨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 their 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! We make it super easy for you to submit your application and keep track of your progress. Plus, it shows that you're proactive and keen to join our awesome team!
We think you need these skills to ace Customer Care Agent in Rainham
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. Let us know what makes you the perfect fit for StudySmarter!
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 show off your positive attitude and team spirit!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Wrisk
✨Know Your Stuff
Make sure you brush up on your insurance knowledge before the interview. Familiarise yourself with common terms, policies, and regulations relevant to the role. This will not only help you answer questions confidently but also show that you're genuinely interested in the industry.
✨Showcase Your Communication Skills
As a Customer Care Agent, communication is key. Prepare examples of how you've effectively communicated with customers in the past. Think about times when you resolved issues or built rapport. Practising these scenarios can help you articulate your experience during the interview.
✨Demonstrate Your Problem-Solving Abilities
Be ready to discuss specific instances where you've identified customer pain points and implemented solutions. Employers love candidates who can think on their feet and improve processes. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Emphasise Teamwork and Culture Fit
This role requires a positive team player, so be prepared to talk about how you've contributed to team dynamics in previous roles. Share examples of collaboration and how you’ve helped create a positive work environment. This will show that you’re not just a great individual contributor but also a valuable team member.
