Customer Service Team Leader - EH47671

Description

As Customer Care Team Leader you will be responsible for leading and supporting the team to delivery excellent service to clients. You will be APA Qualified and will support and develop the team to efficiently handle insurance and compliance queries.

• Liaise with insurers, underwriters, and internal departments to resolve service issues and support accurate policy administration.
• Conduct Performance reviews and create Personal Development Plans.
• Coach and mentor team members to maintain high service standards.
• Handle complex or escalated customer issues, providing clear resolutions and maintaining strong client relationships.
• Launch team incentives to boost engagement and elevate our NPS performance.
• Ensure all interactions comply with CPC requirements, data protection, and company procedures.
• Monitor client access KPIs including quality scores, customer satisfaction, and productivity.
• Supervise daily operations of the customer care team
• Produce regular reports and insights to management.
• Support training, onboarding, and continuous improvement initiatives.

Requirements

If you are living in Ireland and hold a VALID WORK PERMIT, we would love to hear from you, if however, you do not hold a valid work permit unfortunately we will not be in a position to assist you with your job search.

• Ability to coach teams and manage performance.
• Must be at least APA qualified and working towards CIP
• Strong knowledge of general insurance products Motor Home & Van, processes, and terminology.
• Previous experience in customer service within an insurance broker or financial services environment.
• Excellent communication, problem-solving, and decision-making skills.
• High attention to detail and commitment to compliance.
• Demonstrated leadership or supervisory experience.

Benefits

• Cycle to Work Scheme
• Annual leave increases annually up to 24 days
• Great staff sports & social events.
• Bonus and Commission – monthly
• Mobile phone plan
• Competitive salary – depending on experience
• Employee Wellness initiatives
• Excellent Hybrid working policy once passed probation

Training + Development

Interview process

Visa Sponsorship

Security clearance