Customer Care Agent

Wrisk

About the Company

Job Description

Required Skills

Key Responsibilities

• Achieve all Service Level Agreements across all channels, including calls and chat, while meeting expected customer satisfaction levels.
• Consistently achieve Key Performance Indicators and individual targets/objectives.
• Administer policies and issue documentation within service standards.
• Demonstrate a commitment to delivering service excellence at all times.
• Support the Customer Care team in achieving the company’s business goals.
• Optimize new business by increasing conversion and retention rates through exceptional customer service.
• Conduct reporting and analysis on key metrics.
• Work to achieve Service Level Agreements (SLAs) across all channels.
• Actively identify opportunities for service improvement, efficiency gains, and platform enhancements.
• Seek customer feedback, analyze trends, identify customer friction points, and make recommendations for process improvements.
• Ensure full understanding of contract terms and escalate any non-compliance issues to the Customer Care Manager or Team Leader.
• Identify and escalate any regulatory, contractual, or data protection breaches to the relevant personnel.
• Achieve a minimum of 15 hours of Continuing Professional Development (CPD) per year and ensure the team meets these requirements.
• Apply and ensure adherence to General FCA and other appropriate regulatory requirements when conducting 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.
• Foster positive relationships within the team and contribute to a positive team culture.

Qualifications

• Excellent communication skills, with the ability to communicate effectively and positively with the team and clients.
• Ability to build rapport and adapt communication style to suit the customer.
• A positive Team Player who contributes to team meetings and discussions.
• Demonstrates a positive 'can-do' attitude and shares knowledge to help colleagues.
• Reliable and consistently behaves with utmost integrity.
• A brilliant listener who actively listens to customer needs, shows empathy, and summarizes information clearly.
• Professional demeanor and acts with discretion and confidentiality.
• Treats customers fairly and ensures Wrisk complies with the Customers Best Interest Rule.
• Trustworthy, ethical, and honest.
• MUST HAVE 12 months' experience in the insurance industry.

How to Apply

To apply for this role, click the Apply button on this page and follow the instructions.

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Posted Date

June 13, 2026