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Senior Customer Operations Team Lead - Temporary (Internal Only)


Job Ref:
2133

Job Title:
Senior Customer Operations Team Lead - Temporary (Internal Only)

Location:
Dundrum - Dublin 16

Closing date:
16-02-2023

Vacancy Description

Join RSA and make a difference every day.

At RSA and we empower our customers to make a difference in their lives. And the same goes for our employees.

We have offices in Belfast, Galway and Dublin, where we’ve embraced hybrid working and empower our people to work flexibly to suit their needs and those of our customers. Our Dublin office is also home to our sister-company 123.ie.

Our diverse customer base benefits from the diverse perspectives of our teams that serve them, solving complex problems with creative ideas.

As proud member of the Intact family, we’re part of something bigger with a presence in North America, the UK, and Europe. Our business has grown organically and through acquisitions to over $20 billion of total annual premiums. 

We want you to succeed with us and grow with us – and we’ll give you the tools, flexibility and learning opportunities you need to do it. 

And, if you bring your best, then we promise to give you, our best.

 

Culture and Community

RSA is a purpose-driven business – our purpose is to help people, businesses, and society prosper in good times, and be resilient in bad times’.

We do that by living our values – Integrity, Respect, Customer-driven, Excellence, and Generosity – in everything that we do.

We provide an open and honest workplace – where everybody contributes, and every view is listened-to and respected.

Generosity is in our DNA and is the value that guides and enables our people to help others, protect the environment and make our communities more resilient. It drives our efforts to care for people and to give our time, financial resources and talent. We’re also committed to helping society adapt to a changing climate taking reasonable care to ensure that our business activities are conducted in an environmentally sustainable manner.

 

Our stats don’t lie… in our annual engagement survey

95% of our people are committed to driving innovation and change

91% of our people celebrate the diversity in their teams and wider company

90% of our people feel safe to share they’ve made a mistake

89% of our people strive to recognise colleagues for the amazing work they do

89% of our people know how their job supports the company’s strategy

 

So if you want to make a difference every day, we’d love to have you.

 

 


Senior Customer Operations Team Lead - Temporary (Internal Only)

This is an excellent unique career opportunity to temporarily join our dynamic and fast-paced customer service team working in a hybrid environment.

The role of Senior Customer Service Operation Lead will involve supporting the Senior Customer Services Manager to achieve operational and business targets.

Your role will be to lead and support a team of Team Leaders to achieve business targets and support the delivery of excellent service to our customer/intermediary propositions. You will spend most of your time developing and guiding your team while also providing clear direction and developing your team’s professional capabilities. 

The role will be a mix between assisting and supporting your team, representing the Support teams to resolve queries and problems, and helping to develop your team’s professional and technical capabilities where appropriate while also spending time in your core role.

 

Key Responsibilities:

  • Manage, support, and engage your team through clear goal setting, and 121 and development opportunities
  • Accountable for keeping your team motivated to consistently deliver excellent service and drive KPIs.
  • Effectively communicate with your team through huddles and team meetings to ensure team members receive feedback on performance including 121 sessions, team sessions, and wider business performance updates.
  • Support the development and implementation of action plans to increase employee and customer satisfaction through Identifying operational issues and suggesting possible improvements.
  • Support the understanding of our call centre objective and performance standards
  • Analise department and team data and create reports to assist management in achieving call centre goals.
  • 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.
  • Maintain yours and your team’s consistent professional improvement through company provided workshops, tracking customer operations trends and active participation in team projects.

 

Requirements:

  • Ideally CIP qualified however would welcome applicants with an APA qualification working towards their CIP and must maintain CPD requirements
  • Strong leadership and communication skills and the ability to motivate and lead your team
  • Positive attitude to change and open to learn
  • Strong Excel and PowerPoint skills

 

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.



Sorry, this vacancy is closed.

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