Customer Service Operations Lead 

Maternity cover contract - Internal candidates only

An exciting role for a Customer Service Lead to join our 123.ie Operations Centre in Dublin.  This position will be a vital part in the managing of operations within our call centre.  Candidate must be available to travel to Dublin office when necessary’

The role of Customer Service Lead will involve supporting an Customer Services Manager to achieve operational and quality targets. The role will be a mix between assisting and supporting your team, resolving queries and problems, and helping to develop your teams professional and technical capabilities where appropriate while also spending time in your core role.

This role will involve leading service teams to achieve business targets and deliver the defined customer/intermediary propositions. You will spend most of your time developing and implementing operational plans and guiding your teams, providing clear direction and developing your team’s professional capabilities. 

Here in RSA Insurance we have a highly skilled team to ensure we deliver an outstanding customer experience at every point of contact. We pride ourselves on being an innovative leader in the insurance industry when it comes to what we provide and how we provide it. We commit to exceptional standards of customer care and professionalism. We can offer you a vibrant and dynamic environment to work in with supporting towards your insurance qualification and most importantly developing a growing highly rewarding career in insurance.

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:

• Achieving performance SLAs within specific lines of business
• Hiring, training, and preparing call centre representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
• Ensuring agents understand and comply with all call centre objectives, performance standards, and policies.
• Answering agent questions regarding best practices or difficult calls.
• Identifying operational issues and suggesting possible improvements.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Call reviews and coaching in line with MCC requirements
• Preparing reports and analysing data to assist management as they determine call centre goals.
• Working with other supervisors and management team members to support agents and maximize customer satisfaction
• Increase customer satisfaction and retention through leading a team to deliver brilliant service.
• Financial Targets (i.e., New Business and Retention)
• Increased efficiency within the team.
• Motivate and develop team creating a positive environment
• Achievement of personal and team/ performance targets
• Personal and team compliance with legal, regulatory and policy requirements
• Personal and team application of People Expectations

Requirements:

• CIP/APA qualified and must maintain CPD requirements.
• Professional Body to which you are affiliated (e.g.  III, CII, CIPD, ACCA)
• Proficiency required in Word, Excel, PowerPoint and processing applications
• Based in Dublin 
• Strong experience within customer management and technical teams (that has involved coaching / guiding others).
• Self-drive and best in class execution and delivery
• Vision, decision making ability and critical thinking skills, prioritizing initiatives in a dynamic environment
• Making things better everyday

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.