Customer Care Team Leader
Customer Care Team Leader
At Osborne we are currently recruiting for a Customer Care Team Leader to join Ireland’s leading insurance company based in South Dublin.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.
For You:
Full time, permanent role Monday to FridayCompetitive salary – depending on experience
Bonus and Commission – monthly
Pension
Healthcare
Mobile phone plan
Excellent Hybrid working policy once passed probation
Annual leave increases annually up to 24 days
Great staff sports & social events.
Employee Wellness initiatives
Cycle to Work Scheme
Responsibilities:
Supervise daily operations of the customer care teamMonitor client access KPIs including quality scores, customer satisfaction, and productivity.
Coach and mentor team members to maintain high service standards.
Conduct Performance reviews and create Personal Development Plans.
Launch team incentives to boost engagement and elevate our NPS performance.
Handle complex or escalated customer issues, providing clear resolutions and maintaining strong client relationships.
Liaise with insurers, underwriters, and internal departments to resolve service issues and support accurate policy administration.
Ensure all interactions comply with CPC requirements, data protection, and company procedures.
Support training, onboarding, and continuous improvement initiatives.
Produce regular reports and insights to management.
Requirements:
Must be at least APA qualified and working towards CIPPrevious experience in customer service within an insurance broker or financial services environment.
Demonstrated leadership or supervisory experience.
Strong knowledge of general insurance products Motor Home & Van, processes, and terminology.
Excellent communication, problem-solving, and decision-making skills.
Ability to coach teams and manage performance.
High attention to detail and commitment to compliance.
For more information, please apply through the link provided for the attention of Emma Hickey or call Osborne Recruitment on 01 525 2457.If you are interested in finding out more about the above role and would like to be considered for this or other suitable roles that we may have available for your skill set – please attach your CV via the link provided. Please submit your updated CV in Word Format.
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.Osborne are proud to be an Equal Opportunity Employer
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