Position Overview:OUTsurance is expanding into Ireland, where we intend to bring customer-centric focused alternatives to both the Home and Motor Insurance Markets. Our history brings expertise in delivering on our commitments, with price, service and trust at the heart of everything we do.Our customer service department is key to our operation, brand and service delivery.We are seeking an experienced, passionate and competent Insurance professional to lead and manage our call centre team. You will motivate, coach and develop individuals to empower them to deliver an awesome experience to our customers, who are the center of what we do.The successful candidate will be able to foster great team dynamics, create a strong and healthy culture and take responsibility for the delivery of quality insurance products in a high-performance environment.The role requires a deep understanding of leading a team of high performers in achieving personal, departmental and organisational goals.The Team Manager must align themselves with the OUTsurance culture and values of Awesome Service, Passionate, Honest, Human, Dynamic and Recognition.Key Responsibilities:· Develop, lead, support and retain a team of call center agents· Manager and monitor team performance metrics i.e. contact time, sales retention, and QA targets· Deliver on performance targets, client and colleague metrics· Conduct performance improvements using data driven guidance· Management forum reporting on performance· Ensure adherence to regulatory, company and group requirements including the Consumer Protection Code, CICA, quality assurance, GDPR, errors and operational risk· Support and implement change management initiatives to increase customer satisfaction· Manage the on-boarding process for new staff and monitor compliance with CPD requirementsQualifications, Skills and Experience:· Ideally CIP qualified, however we would welcome applicants with APA qualification working towards their CIP and must be maintaining CPD requirements.· Experience in leading a Sales and Service team in a fast-paced call center environment· Strong leadership and communication skills with passion for delivering strategies that address feedback· Ability to foster and develop a strong culture defined by values· Proficiency in using customer service software and tools including Microsoft office.Personal Attributes:· Integrity and ethical conduct, with a commitment to upholding the highest standards of customer service and values driven team performance management· Active leader, who sets an example for others, encouraging a collaborative working environment· Proactive mindset and ability to work independently, taking ownership of company initiatives· Strong problem-solving skills and the capacity to make informed decisions under pressure.Effective organisational and time management abilities, with the capability to manage multiple priorities and meet deadlines.Data Privacy Notice:By responding to this job advert, you affirm that you have read and comprehended our Recruitment Privacy Notice - By proceeding with your application, you are providing your consent to the practices described therein regarding the collection, use, and retention of your personal data. Your understanding and agreement to these terms are crucial for us to continue the recruitment process.