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Customer Service Support Manager (Maternity Leave Contract)


Job Ref:
1906

Job Title:
Customer Service Support Manager (Maternity Leave Contract)

Location:
Knocknacarra - Co Galway

Closing date:
Close date not set

Vacancy Description

RSA and 123.ie

Founded in 1710, we are a 300-year-old organisation that is empowering people to put the right things in place to prepare them for their future so that they can live a more fulfilled life free from worry and anxiety.

Built on resilience, expertise and human empathy, we provide insurance that makes people’s lives easier. We learn from our experiences and build on our strengths every day to deliver the best products and services in the market. We are always searching for the best protection for our customers with our extensive range of Commercial and Personal Lines products driven by our network of Insurance brokers, scale partners and via our 123.ie brand.

With a global footprint, we have leading positions in Scandinavia, Canada, the UK, Ireland and Middle East. In Ireland, we have offices in Belfast, Galway and Dublin, where we empower our people work flexibly to suit their needs and those of our customers.  We know that if we plan for tomorrow, we can truly make a positive impact on people’s lives today. 

Looking to the future

In order to be there for our customers during their greatest challenges we are looking for like-minded individuals who will embrace our strategy:

Our Vision — our ambition:
Prepared to make the difference

Our Mission — how we will live our vision:
Harnessing human expertise with agile technology

Our Purpose — why we go to work every day:
We are here to help people, businesses and society prosper in good times and be resilient in bad times.

Our Values — guide everything we do and show what we stand for:

Integrity, Respect, Customer-driven, Excellence and Generosity
 

Culture and Community

Culture and community is a key priority within our organisation. We strive to create a diverse and vibrant workforce where everyone feels valued and everyone’s voice is heard. 

In RSA and 123.ie career progression is nurtured and performance is recognised. We help people move forward in life that’s why we put steps in place to encourage our colleagues to learn, adapt and grow.
We cultivate an open and transparent culture where people can be their true selves. RSA and 123.ie support a stimulated workforce where individuals feel more fulfilled in their role and more comfortable in who they are as a person. Most importantly, we care about our environment and the communities around us.

We support programmes and events that give back and enhance the lives of the vulnerable and those in need. We have a dedicated Corporate Responsibility programme that facilitates new ways of thinking to help reduce our carbon footprint, protect our planet for future generations and give back to our communities. 

 

Customer Service Support Manager - Maternity Contract

This role is a key position within the Customer Operations management team. The Customer Service Support Manager will be involved in leading our service teams to achieve business targets and deliver our defined customer/intermediary and affinity propositions. Our Customer Service Teams work in both customer facing and non-customer facing roles and our Customer Services Management Team is responsible for the effective operation of the department.

A substantial part of your role will involve 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 operational team plans, identifying areas for improvement and developing solutions, and have excellent communication and leadership skills.

 

Key Responsibilities:

  • Manage, support and engage your team through clear objective-setting, regular one-to-ones and development opportunities
  • Manage performance of your team and its individual members in achieving SLAs, service quality and productivity targets
  • Establish and maintain a high standard for productivity, quality, customer service in line with business targets and objectives
  • Manage and improve customer operations performance through monitoring, problem resolution, audits and quality assurance measures.
  • Ensure your personal and team application of RSA sales and marketing best practice and return on training and development investment
  • Ensure personal and team compliance with Group, legal and regulatory requirements
  • Support People, Talent & Culture Department in recruitment process by interviewing potential hires and outlining clear job expectations.
  • Manage and prepare annual budget after estimating necessities, correcting overspending, analysing cost variance and scheduling expenses
  • Summarise, collect and analyse customer services operational trends and data for regular performance reports.
  • Engage and collaborate with other departments to develop solutions that will provide a positive impact on customer experience and operational efficiency, and report clearly on same.
  • Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed.
  • Maintain yours and your team’s consistent professional improvement through company provided workshops, tracking customer operations trends and active participation in team projects.
  • Provide reports & compile statistical business information where required.
  • Be the voice of the customer – ensuring that any blockages to smooth customer journey are called out and actioned as necessary. 

 

Requirements:

  • Degree or master’s in Business or other relevant discipline.
  • 5 Years plus developing and 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.
  • Demonstrable experience of working on collaborative, cross-functional initiatives to improve customer experience. 
  • Focused on excellence in Customer Services with an ability to think outside the box.
  • Regulatory Requirements:
  • APA/CIP 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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