Customer Care Agent

Working within the Customer Support & Operations Team of ambitious InsurTech firm, this role responds to customer enquiries regarding quotations, new business, renewals and existing policies via telephone, email and live chat. 

This role is home-based (must be UK) and includes a well-structured training program which is normally completed within the agent's first few months. There will be a requirement for some of this training to be conducted in the Company's office in Rainham, Essex (RM13 8EU). Training and development is regularly provided to ensure the best service to our amazing customers through routine audit checks and bespoke training sessions.

Applications will be reviewed in early January with training intakes starting from mid-February 2025.

Working hours are 8am - 4pm or 10am - 6pm (selected by the successful candidates).

Applicants must have experience in working remotely in a similar role.

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:

• Previous experience in a remote, call-handling role
• Previous experience in a regulated industry and working within consumer duty principles
• 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