Insurance Customer Service Supervisor, Dublin Pike

Insurance Customer Service Supervisor (BBBH63838) Dublin City Centre, Republic of Ireland Salary: GBP55000 - GBP55000 per annum

Our client is Ireland's premier motoring organisation, established over 110 years ago. At present, they employ over 750 staff with further plans for expansion, offering excellent career opportunities.

The Role Due to expansion, our client is recruiting for a Customer Service Supervisor who will report directly into the Customer Service Manager. They will have direct management of a team of agents, and the successful candidate will lead, motivate and manage daily productivity and performance metrics across the Insurance and Membership product lines in a multichannel environment.

Key Responsibilities

Customer Service

Manage a team of customer service agents across multiple communication channels to deliver optimal customer experience for Customers of predominantly insurance regulated products and services.

Achieve and maintain customer service standards and targets E.g. multichannel service level targets, abandon rates, hold time, call duration's, etc.

Support the development and implementation of action plans to increase employee and customer satisfaction through identifying operational issues, suggesting possible improvements and overseeing achievement of same

Analyse department and team data and create reports to assist management in achieving call centre goals E.g. productivity, performance

Pro‑actively revise existing procedures to make and implement recommendations which increase productivity, efficiency and enhance customer experience

Reporting and analysis as required

Manage resources to ensure budgets are achieved and a quality service is provided

Quality&Compliance

Adherence to risk and compliance framework along with call reviews and coaching in line with Regulatory requirements

Achieve and maintain the required levels of Customer NPS

Ensure management of customer complaints to resolution as per complaints handling processes defined, implement agent improvement plans where required

Achieve the call handling standard through quality listening, feedback and coaching

Ensure all regulations are fully complied with

Employee Satisfaction

Support the understanding of the call centre objectives and performance standards

Manage and develop team members through training, coaching, mentoring, goal setting and giving guidance to help improve performance

Accountable for keeping your team motivated to consistently deliver excellent service and drive KPls

Effectively communicate with the team through team briefings and 1-2-1 sessions to ensure team members receive feedback on performance and wider business performance updates

Be enthusiastic and manage&encourage team to perform to their full potential

Criteria

Ideally CIP qualification, however, would welcome applicants with an APA qualification and studying towards CIP qualification and must maintain CPD requirements

Educated to Leaving Cert. standard. Graduate calibre or equivalent desirable

At least 2 years proven supervisory experience in a Contact Centre environment

Experience in an Insurance or Financial services environment a distinct advantage

A natural people leader

Package

Salary€55K

Pension contribution

23 days holiday + 2 at Christmas + Birthday + stats

Life Cover

Disclaimer Honeycomb is committed to providing equality of opportunity to all.

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