Full-Time Customer Care Agent

Working within the Customer Support & Operations Team of ambitious InsurTech firm.

Respond to customer inquiries 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 (normally completed within the agent's first few months).

Some training will be conducted in the company's office in Rainham, Essex (RM13 8EU).

Regular training and development is provided to ensure the best service to customers through routine audit checks and bespoke training sessions.

Applications reviewed in early January; training intakes start mid-February 2025.

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

Responsibilities:

• Achieve all Service Level Agreements (SLAs) across all channels (calls and chat) and achieve expected customer satisfaction levels.
• Consistently achieve Key Performance Indicators (KPIs) and individual targets/objectives.
• Administer policies and issue documentation within service standards.
• Deliver service excellence.
• Support the Customer Care team in achieving company goals.
• Optimize new business by increasing conversion and retention rates.
• Reporting and analysis on key metrics.
• Work to achieve Service Level Agreements (SLAs) across all channels.
• Seek ways to improve customer service and efficiency.
• Actively seek customer feedback, analyze trends, identify friction points, and make recommendations for process/platform improvements.
• Ensure full understanding of contract terms and report non-compliance to the Customer Care Manager or Team Leader.
• Identify regulatory, contractual, or data protection breaches and escalate them.
• Achieve a minimum of 15 hours CPD per year and ensure team requirements are met.
• Apply and ensure General FCA and other appropriate regulatory requirements are followed when undertaking general insurance business.
• Ensure compliance with ICOBS rules.
• Build strong, lasting customer relationships by understanding their needs.
• Build relationships within the team and create a positive culture.

Requirements:

• Previous experience in a remote, call-handling role.
• Previous experience in a regulated industry and working within consumer duty principles.
• Excellent communication skills.
• Positive team player who contributes to team meetings and discussions.
• Reliable and acts with integrity.
• Brilliant listener who actively listens to customer needs.
• Professional and acts with discretion and confidentiality.
• Treats customers fairly and ensures compliance with the Customer's Best Interest Rule.
• Trustworthy, ethical, and honest.

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