Insurance Customer Service Supervisor

Honeycomb is delighted to partner with Ireland's premier motoring organisation to recruit for a Team Supervisor for their Customer Service division, based in Dublin 2. The role is full time and permanent, hybrid and has excellent opportunity for career development.

The Company

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 will include:

• 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 define, 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
• Hybrid working

How to Apply

To apply for this role, submit your CV via the application form provided. Alternatively, to speak in absolute confidence about this opportunity, please contact Louise Quinn at Honeycomb Jobs.

Disclaimer

If you have a disability which means you require assistance at any stage of the recruitment process, please contact us directly to discuss. Honeycomb is committed to providing equality of opportunity to all. Please note, we are receiving an exceptionally high number of applications and may be unable to shortlist candidates who do not meet the specific requirements for this role. Due to the volume of applications, we may be unable to provide individual feedback. We thank you in advance for your understanding.