At a Glance
- Tasks: Lead and motivate the Customer Care team to deliver exceptional service and drive sales.
- Company: Join Wrisk, a pioneering insurance platform transforming customer experiences in the automotive sector.
- Benefits: Enjoy competitive pay, hybrid work flexibility, and opportunities for personal growth.
- Other info: Be part of a collaborative culture that values innovation and accountability.
- Why this job: Make a real impact by shaping customer experiences and leading a dynamic team.
- Qualifications: Experience in sales and team leadership with strong communication skills.
The predicted salary is between 29700 - 36300 £ per year.
About Wrisk
Wrisk is reinventing insurance for today's digital consumer based on a vision that insurance ought to be simple, transparent and personal. The insurance platform developed by Wrisk combines the best customer experience, modern technology, insurance know-how and a unique distribution strategy for the automotive sector. As the UK market leader in embedded automotive insurance, Wrisk powers tailored experiences for top global manufacturers - including BMW, Mercedes-Benz, Volvo, and Kia - while rapidly scaling into international markets with major launches in Germany (including Porsche) and Ireland.
The Role at a glance
You’ll be leading the day-to-day operations of our frontline Customer Care team as we scale. Working alongside our Customer Care Manager, trainers, and agents, your main focus will be keeping the team supported, motivated, and performing at their best. You’ll make sure our high service standards and SLAs are met, help the team spot opportunities for new business and renewals, and keep our processes compliant, all while building a positive, collaborative environment where people enjoy coming to work.
How You'll Make An Impact
- New Business & Renewals
- Use your sales and customer experience to keep the team motivated and focused on promoting the genuine benefits of our products
- Help drive customer retention by keeping workflows organized and ensuring every opportunity to keep a customer is explored
- Partner with the Customer Care Manager on team reporting and forecasting for growth and renewal volumes
- Service Excellence
- Keep our response times sharp and ensure SLAs are consistently met across calls, chats, and emails
- Look for practical ways to make our service smoother and keep customer satisfaction high without cutting corners on quality
- Lead by example when it comes to clear record-keeping and staying audit-ready
- Team Leadership & Development
- Set clear expectations for performance and hold the team accountable in a supportive, fair way
- Run monthly 1-2-1s and regular team catch-ups to share feedback, track progress, and keep communication flowing
- Work closely with our Customer Care Trainer to spot skill gaps and ensure the team gets the right training, especially around sales and renewals
- Compliance & Quality
- Make sure the team follows essential internal and external guidelines, including FCA and GDPR rules
- Catch potential compliance issues early, flag them to the Customer Care Manager, and work with teams like Complaints to resolve them quickly
- Maintain clean, accurate records of customer interactions across the board
- Operational Oversight & Culture
- Build great relationships with customers by making sure they get a helpful, high-quality service every time
- Foster a collaborative, inclusive environment where the whole team supports each other
- Manage team rotas and shift coverage so the team is always well-supported and available for our customers
Requirements
What We're Looking For
- Sales & Commercial Awareness: Hands-on sales or retention experience to spot business opportunities, drive team performance, and inspire the team to hit new business and renewal targets
- Proven Team Leadership: Ability to motivate, coach, and inspire a frontline team to exceed expectations, building a culture of high accountability, ownership, and shared success
- Clear & Impactful Communication: Strong interpersonal skills to communicate team goals, performance metrics, and actionable feedback clearly to keep everyone aligned and motivated
- Professionalism & Integrity: A trusted leader who leads by example, maintains confidentiality across sensitive matters, and treats every customer and colleague with fairness, respect, and Wrisk values
- Reliability & Empathy: A dependable, approachable manager who listens actively to both customers and team members, showing genuine empathy when resolving complex issues or offering support
Benefits
What we offer
- Competitive Compensation & Package: A competitive remuneration and benefits package
- True Hybrid Flexibility: A balanced mix of remote and in-office work, giving you focus time for online meetings and day-to-day tasks alongside space for in-person collaboration
- High-Impact Leadership: Real ownership over your team's day-to-day operations. Your support and leadership will directly shape our customer experience and frontline success
- Structured Autonomy: Work alongside our Leadership to set high service standards while taking ownership of daily operations. You'll have space to innovate and shape day-to-day operations while keeping team performance consistent, reliable, and compliant
Customer Care Team Leader in Gillingham employer: Wrisk
Wrisk is an exceptional employer that prioritises a supportive and collaborative work culture, making it an ideal place for those looking to lead a dynamic Customer Care team. With competitive compensation, true hybrid flexibility, and a strong focus on employee development, you will have the opportunity to make a significant impact while enjoying a balanced work-life environment. Join us in revolutionising the insurance industry and be part of a team that values innovation and excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Team Leader in Gillingham
✨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 Team Leader in Gillingham
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.
