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123.ie Customer Service Support Manager


Job Ref:
1543

Job Title:
123.ie Customer Service Support Manager

Location:
Dundrum - Dublin 16

Closing date:
Close date not set

Vacancy Description

Customer Service Support Manager – Dublin

Exciting new roles in our Customer Service Operations Centres in Dublin.  Here at RSA & 123.ie, we are looking to hire a Customer Service Support Manager to be part of our Dublin Operation team. 


This is new position and will be a vital part in the managing and operations within our call centre.  This role will be involved leading service teams to achieve business targets and deliver the defined customer/intermediary and affinity propositions.

You will spend most of your time developing and implementing operational plans and guiding your teams, providing clear direction and developing your direct report’s professional capabilities.  You will have experience of developing business plans and have good leadership skills.

At RSA Ireland our history goes way back. We can trace our roots to 1710. We are proud of our past, but we’re all about the future. A proud future powered by profitable growth and strong values. 
Headquartered in London, we have over 12,500 people supporting our 9 million customers, in over 100 countries. We’ve a long-standing reputation in Ireland too and have been providing insurance solutions to the Irish market since 1721. With teams in Dublin, Belfast and Galway we support our customers through our affinity and broker channels and our 123.ie business. 
We are committed to building an inclusive culture of continued development, with our people at the very heart of it. ‘Your Best U’ is our people brand and reflects our desire for everyone to bring the very best version of themselves to work every day and we build our culture on our values of love simplicity, do the right thing, be better every day and boundless ambition. We are a flexible employer and understand the need to balance work and life outside the office. This is a flexible role with the ability to work dynamically. 

Key Responsibilities:

  • Manage and engage staff through clear objective-setting, regular one-to-ones and development opportunities
  • Establish and maintain a high standard for productivity, quality, customer service
  • Manage and improve centre performance through performance monitoring, problem resolution, audits and quality assurance measures.
  • Aid human resources department in recruitment process by interviewing potential hires and outlining clear job expectations.
  • Mange and prepare annual budget after estimating necessities, correcting overspending, analysing cost variance and scheduling expenses
  • Summarize, collect and analyses call centre trends and data for regular performance reports.
  • Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed.
  • Maintain consistent professional improvement through company provided workshops, tracking call centre trends and active participation in team projects.
  • Performance of team and its individual members in achieving SLAs, service quality and productivity targets
  • Personal and team application of Expectations
  • Personal and team application of RSA sales and marketing best practice and return on training and development investment
  • Personal and team compliance with Group, legal and regulatory requirements
  • Feedback from colleagues
  • To provide reports & compile statistical business information where required.
  • To implement business/action plan initiatives.
  • To identify & maximize opportunities for the effective operation of the Galway Operations Centre.
  • To manage cross - functional relationships, ensuring a regular exchange of information.
  • To have a good understanding of relevant legislation and market agreements / developments.

Requirements:

  • Based in Dublin / Galway
  • Degree or master’s in Business or Insurances
  • 5 Years plus Leading a strong performing team.
  • 5 years’ experience in Insurance or Financial Services
  • Self-drive and best in class execution and delivery
  • Strong analytical skills; we don’t need an excel whizz but
  • Prioritizing initiatives in a dynamic environment
  • Making things better everyday
  • Vision, decision making ability and critical thinking skills

Regulatory Requirements:

  • CIP/APA qualified and must maintain CPD requirements. 

 

RSA Insurance Ireland DAC and its affiliate companies consider applicants on the basis of qualifications and without regard to race, colour, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability or any other legally protected status.

 


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