On behalf of our Insurance client we are hiring aCustomer Care Team Leadto join their team in Sandyford.To lead, support, and develop the customer care team to ensure excellent service delivery to clients, efficient handling of insurance enquiries, and compliance with regulatory and broker standards.Key Responsibilities• Supervise daily operations of the customer care team• Monitor 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.Experience, Skills & Qualifications• Must be at least APA qualified and working towards CIP• Previous 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.