The First Response Team is the frontline of WRS. They’re the first point of contact for clients who have been affected by scams, fraud, or financial loss — providing reassurance, clarity, and a clear path forward. This team combines empathy with efficiency, ensuring every case is handled quickly, accurately, and with the client’s best interests at heart.
Our First Response Team is made up of compassionate, detail-focused professionals who are skilled at handling sensitive situations with care. They work closely with legal, investigations, and case operations teams to ensure every client receives the support and guidance they need from day one.
Within the First Response Team, you can progress through a clear pathway as you gain experience and take on more responsibility
You’ll be the initial point of contact for clients, collecting information, documenting details, and providing reassurance. This role is ideal for someone who is organised, empathetic, and confident communicating with clients.
With experience, you’ll take on more complex cases, support junior team members, and contribute to improving processes and client outcomes. You’ll also work more closely with other departments to ensure smooth case progression.
You’ll oversee the team’s workflow, manage performance, and ensure service standards are maintained. This role involves coaching, mentoring, and supporting the team through challenging cases.
As First Response Manager, you’ll lead the entire First Response function, shaping strategy and driving continuous improvement across the team. You’ll be responsible for performance, quality assurance, and ensuring exceptional client service from the very first contact.
“Every day is different, but the common thread is helping people at a time when they need it most. We’re the first voice clients hear after something stressful happens, and it’s rewarding to be able to bring clarity and support from the very start.”
“Every day is different, but the common thread is helping people at a time when they need it most. We’re the first voice clients hear after something stressful happens, and it’s rewarding to be able to bring clarity and support from the very start.”
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