Customer Care Agent

Summary

Join our ambitious InsurTech firm's Customer Support & Operations Team as a home-based (UK-based) Customer Support Agent. Respond to customer inquiries via phone, email, and live chat regarding quotations, new business, renewals, and existing policies. A structured training program is provided, with some in-office training required in Rainham, Essex. Working hours are flexible (8am-4pm or 10am-6pm). The role requires remote work experience in a similar capacity and involves achieving service level agreements, meeting KPIs, administering policies, and optimizing new business through exceptional customer service. Applications are reviewed in early January, with training starting mid-February 2025.

Requirements

Have experience in working remotely in a similar role

Responsibilities

• 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
• Administer policies and issue documentation within service standards
• Be motivated to deliver service excellence at all times
• 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

Preferred Qualifications

• 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

Benefits

• Home-based (must be UK)
• Well-structured training program
• Training and development is regularly provided
• Working hours are 8am - 4pm or 10am - 6pm (selected by the successful candidates)