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- Tasks: Assist customers with inquiries via phone, chat, and email while ensuring top-notch service.
- Company: Wrisk is a forward-thinking insurance company focused on customer satisfaction and innovation.
- Benefits: Enjoy a structured training programme, career development opportunities, and covered expenses for training.
- Why this job: Join a dynamic team dedicated to delivering exceptional customer experiences and making a real impact.
- Qualifications: Must have at least 12 months of experience in the insurance industry and excellent communication skills.
- Other info: This is an office-based role located in Rainham, Essex, with a comprehensive training plan.
The predicted salary is between 28800 - 42000 £ per year.
Working within the Customer Support & Operations Team, 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. There is a comprehensive 3 week training plan, most of the first week will take place in the Company office in Rainham, Essex. All expenses will be covered by Wrisk.
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 someone 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 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 employer: Wrisk
Contact Detail:
Wrisk Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Agent
✨Tip Number 1
Familiarise yourself with the insurance industry, especially the specific products and services offered by Wrisk. Understanding their offerings will help you answer questions confidently during the interview.
✨Tip Number 2
Prepare for the competency-based questions by reflecting on your past experiences in customer service. Think of specific examples where you demonstrated excellent communication skills or resolved customer issues effectively.
✨Tip Number 3
Showcase your ability to work as part of a team. Be ready to discuss how you've contributed to team goals in previous roles, as this is crucial for the collaborative environment at Wrisk.
✨Tip Number 4
Research common customer pain points in the insurance sector and think about how you would address them. This will demonstrate your proactive approach to improving customer service during the interview.
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 12 months of experience in the insurance industry. Emphasise relevant skills such as communication, customer service, and any specific achievements that align with the responsibilities listed in the job description.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer care and your understanding of the insurance sector. Mention how your previous experiences have prepared you to meet the company's goals and enhance customer satisfaction.
Prepare for Competency-Based Questions: Since the interview process includes competency-based questions, think of examples from your past work that demonstrate your problem-solving skills, ability to work under pressure, and how you've contributed to team success.
Showcase Your Communication Skills: In both your written application and during interviews, ensure you communicate clearly and effectively. Use professional language and structure your responses logically to reflect your excellent communication skills.
How to prepare for a job interview at Wrisk
✨Know Your Stuff
Make sure you brush up on your insurance knowledge before the interview. Understand the key terms and concepts, as well as the specific services offered by the company. This will help you answer questions confidently and show that you're genuinely interested in 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 be asked to role-play a customer interaction, so practice articulating your thoughts clearly and positively.
✨Highlight Teamwork Experience
This role requires a positive team player attitude. Be ready to share examples of how you've contributed to team success in previous roles. Discuss any experiences where you helped colleagues or participated in team discussions to foster a collaborative environment.
✨Prepare for Competency Questions
The interview process includes competency-based questions, so think about your past experiences that demonstrate your skills. Use the STAR method (Situation, Task, Action, Result) to structure your answers and provide clear, concise examples of how you've met challenges in customer service.
