Customer Care Team Lead
About Your New Employer
Join a leading Irish insurance company
with a strong reputation and over a decade of experience in the industry.
Our client is recruiting for a Customer Service Team Lead to take on a team of customer service agents in their Dublin office. This is a great opportunity to work in a dynamic environment that values innovation, customer satisfaction, and continuous improvement.
About Your New Job
* As Customer Care Team Lead, you will supervise daily operations of the customer care team, and coach and mentor team members to maintain high service standards via performance reviews and creating Personal Development Plans.
* You will monitor client access KPIs including quality scores, customer satisfaction, and productivity, and launch team incentives to boost engagement and elevate NPS performance.
* You will handle complex or escalated customer issues, providing clear resolutions and maintaining strong client relationships, and ensure all interactions comply with CPC requirements, data protection, and company procedures.
* As Customer Care Team Lead, liaise with insurers, underwriters, and internal departments to resolve service issues and support accurate policy administration.
What Skills You Need
* Must be at least
APA qualified
and working towards
CIP
.
* Must have previous experience in customer service within an insurance broker or financial services environment.
* Demonstrated leadership or supervisory experience.
* Strong knowledge of general insurance products, processes, and terminology.
What's on Offer
* Competitive Salary & commission structure
* Pension & Healthcare
* Mobile Phone Plan
* Hybrid Working Model
What's Next
Apply now by sending your resume to or call If the job isn't quite right but you are looking for something similar, please get in touch. We also have multiple Temp, FTC, and Contract jobs available.