Role PurposeThe Operations Team Leader, reporting directly to the Chief Operations Officer, will play a key role in ensuring that every customer interaction across our operational functions is handled with care, efficiency and professionalism. This role provides leadership for General Insurance and Life & Pensions Customer Care, as well as GI Administration, Premiums Finance and general premium management. The Team Leader will support staff to deliver excellent service, resolve issues quickly, and keep the customer experience at the centre of everything we do.Key ResponsibilitiesLead and support team members to deliver a consistently high-quality customer experience across all operational areas.Oversee call handling, queries, document processing and payments with a focus on accuracy and responsiveness.Act as the first point of escalation for customer issues, ensuring resolutions are timely, fair and in line with our values.Monitor and drive performance against customer service KPIs, supporting staff with coaching and feedback.Identify opportunities to simplify processes and remove obstacles for customers through optimisation initiatives.Work collaboratively with Compliance, Systems, Tech Services and Sales to ensure customer outcomes remain central to decision-making.Support training and development so the team has the skills, knowledge and confidence to serve customers effectively.Encourage a culture of ownership and accountability, where everyone feels responsible for delivering the right outcome for the customer.Qualifications & ExperienceSolid experience within the industryPrevious supervisory or leadership experience desirable.Industry qualifications such as APA, CIP or QFA (or working towards) an advantage.Familiarity with CPC, GDPR and other regulatory frameworks that protect the customer is expected.Working knowledge of industry systems and service processes.Skills & CapabilitiesNatural ability to lead by example and set high standards for customer care.Strong organisational skills and ability to balance competing priorities without losing focus on the customer.Skilled communicator, able to support staff and engage confidently with customers and colleagues.Calm, fair and decisive when handling customer escalations.Able to interpret MI and feedback to identify trends in customer experience and areas for improvement.Comfortable engaging with other functions to deliver joined-up solutions for customers.Attitude & ApproachCustomer-first mindset – always considering the impact on the customer in every decision.Positive, approachable and supportive, creating an environment where the team feels confident to put customers first.Resilient and adaptable, responding to challenges with a solutions-focused approach.Collaborative and respectful in working with colleagues across the Group.Proactive, accountable and motivated to improve how we serve customers every day.Keen to learn and grow, developing as a leader while enhancing the team's ability to deliver for customers.About Ask AcornAsk Acorn. part of the Acorn Life Group, is one of Ireland's fastest-growing financial services firms—100% Irish-owned and proudly rooted in communities nationwide for 35 years. Our mission is simple: to give people peace of mind about their finances, with trusted advice and tailored solutions at every life stage. From life and pensions to general insurance and premium finance, we help customers make confident decisions—supported by a network of qualified advisors and a passionate operations team behind the scenes. We're more than a financial services provider—we're a company built on trust, empathy and clarity. That's why our Operations function plays such a vital role in delivering the seamless, respectful experience our customers expect. Join us at Ask Acorn and be part of a company that puts relationships, service and purpose at the heart of everything we do.Why Join Us?At Ask Acorn, our people are our greatest strength. That's why we offer: Competitive salary and annual leave Flexible working options Annual performance-based bonus Company pension scheme, Sick Leave & Employee Assistance Program Career development opportunities across both Ask Acorn (distribution) and Acorn Life (manufacturing) Active Sports & Social Club with regular events and team activities Charity involvement, including fundraising, community partnerships, and volunteering opportunities Annual subsidised company trip – a highlight of the year for connection and celebrationWe invest in our people's growth, listen to their needs, and support their ambitions—because when our people thrive, our business does too. It's awin-winfor everyone.