At a Glance
- Tasks: Lead customer success strategy and ensure exceptional service delivery across our UK operations.
- Company: Join Wrisk, a modern MGA transforming the insurance landscape with cutting-edge tech.
- Benefits: Enjoy a competitive salary, flexible working, and a supportive benefits package.
- Other info: Collaborative culture focused on trust, ownership, and continuous improvement.
- Why this job: Shape the future of customer experience in a dynamic, tech-forward environment.
- Qualifications: 5+ years in senior customer operations leadership within the UK insurance market.
The predicted salary is between 44709 - 54645 £ per year.
At Wrisk, we are rewriting the rules of insurance to make it simple, transparent, and seamless. Working alongside leading global brands, OEMs, and insurers, our modern MGA platform delivers flexible, customer-centric insurance products directly into the digital journeys that matter most. We combine cutting-edge tech with human expertise to ensure our customers and brand partners experience world-class service at every touchpoint.
As the Head of Customer Success, you will act as the executive champion for our customer proposition both internally and externally to ensure exceptional customer experience and the continuous improvement of the customer proposition. You will also drive the overarching operational strategy, governance, and service delivery across Wrisk’s UK MGA Customer Care function (~35 FTE).
Leading strategically through the Customer Care Operations Manager and operational management team, you will bridge executive commercial goals with operational execution, steward the evolution of our omni-channel customer support solutions roadmap, and embed FCA Consumer Duty standards to ensure friction-free, high-quality customer outcomes. While primarily leading our UK customer operations, you will also serve as a subject matter advisor to our European operations, helping shape and guide outsourced customer success models in line with Wrisk’s overarching service standards.
What You’ll Do
- Drive Strategy & Partner Interface: Champion the customer proposition across all broking functions, ensuring customer-centricity is front and centre of company strategy. Interface directly with brand, insurer, and claims partners on customer-related matters to ensure service delivery reflects and maintains brand standards.
- Support Regulatory Compliance & Governance: Help embed FCA Consumer Duty outcomes across all servicing channels to ensure good customer outcomes and prevent foreseeable harm. Partner with Risk and Compliance team to design and execute robust remediation plans and customer redress schemes where breaches occur, taking full accountability for audit outcomes.
- Guide Operational Direction & Data Insights: Provide high-level leadership and direction to the customer operations function, steering department performance. Translate data-driven insights and customer sentiment trends, including Root Cause Analysis (RCA), into actionable, continuous business improvements.
- Steward Tech & Future Proofing: Steward the future proofing of our customer care operations by formulating and deploying a solutions development roadmap in concert with the Platform, Product, Insurance and Tech Ops teams. Identify opportunities to introduce smart workflows, digital self-service solutions, and next-generation communication tools to reduce friction and enhance customer satisfaction.
- International Best Practice & Advisory Oversight: Act as a strategic advisor for Wrisk’s European outsourced customer servicing models; share operational playbooks, quality benchmarks, and continuous improvement frameworks to ensure brand alignment and consistent customer outcomes across international partners.
About You
- Industry Experience: Minimum 5 years in senior customer operations leadership within the UK general insurance market (MGA or broker MVI experience highly preferred).
- Regulated Leadership: Proven track record of leading a regulated operations customer service function, with experience managing customer service provision to high-value affinity relationships or corporate partnerships.
- Partner & Supplier Collaboration: Experience working alongside insurers and third-party suppliers to deliver customer operational excellence. Some experience collaborating with or providing advisory guidance to third-party BPOs or outsourced European customer servicing partners is highly desirable.
- Transformation & Workflow Solutions: Demonstrated experience delivering workflow solutions that optimise the combination of digital technology and human intervention.
- Education & Qualifications: Degree preferred; professional insurance qualifications, such as Diploma (DipCII) or Advanced Diploma (ACII) from the Chartered Insurance Institute, are highly desirable.
What We Offer (Our Value Proposition)
- Strategic Impact: End-to-end operational and governance oversight of our UK MGA customer care function, giving you the autonomy to build, govern, and continuously evolve our customer operations target operating model.
- Hybrid & Flexible Working Culture: A modern UK-based hybrid working setup that offers the flexibility to manage your time effectively while fostering high-impact collaboration with operational teams, capacity partners, and internal stakeholders.
- Competitive Compensation & Benefits Package: A competitive salary and comprehensive benefits package designed to support your wellbeing and reward your impact as we scale our business.
- Collaborative & Tech-Forward Culture: A clear, open environment where cross-functional collaboration is central to how we work and where operational technology decisions are made pragmatically and transparently.
Head of Customer Success in London 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 Head of Customer Success in London
✨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 Head of Customer Success in London
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.
