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.
Description
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 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 include:
- To achieve all Service Level Agreements across all channels including calls and chat including achievement of 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 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 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 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
Requirements
This role will suit some who has/is:
- Excellent communication skills, able to communicate effectively and positively with the team and clients; build rapport and adapt communication style to suit customer
- 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 summarise 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
Wrisk is an exceptional employer located in the vibrant area of Shoreditch, offering a dynamic work culture that fosters innovation and collaboration. Employees benefit from a strong focus on professional growth, with ample opportunities for development and leadership training, all while being part of a forward-thinking team dedicated to driving impactful change in programme delivery and operations.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Agent in Rainham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Wrisk. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Wrisk before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Care Agent in Rainham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Wrisk:Your cover letter is your chance to shine! Tell us why you want to work at Wrisk specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Wrisk!
How to prepare for a job interview at Wrisk
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
