Team Leader (APA/CIP)
FRS Recruitment
Westmeath, Roscommon
5d ago

Job Overview

Are you a Customer Service Advisor looking for the next step in your career? Or a Team Manager looking for a new and challenging role for 2020?

We have a excellent Team Leader role with our client in Co Westmeath. CIP or APA Qualified or working towards accreditation essential.

You will be responsible for leading a team of either Customer Service Agents or Claim Handlers and ensure a professional and customer-focused work environment which fully engages their team to deliver.


  • Ensure key performance information is captured and shared with the line manager and members of the team, as agreed, to assist with performance management
  • You will ensure that you maintain an open channel with your team to receive feedback and share information which the company wishes to disseminate to its employees
  • Supporting the overall Employee Scope score and participating in actions identified in the survey
  • Ensuring company performance management tools are used to maintain and develop direct reports, including objective setting, monitoring and appraisals.
  • Provide coaching to direct reports to unlock their potential, supporting them with access to appropriate training and development opportunities.
  • Identify key team members to provide cover and potential role succession
  • Identifying and arranging relevant training for all team members which meets business and regulatory needs.
  • Regularly monitor workloads and identify issues to the line manager for action
  • Create an environment which is considered a 'great place to work' because of its positive working atmosphere and high level of employee engagement
  • Holding monthly one to ones with team members and a structured, effective team meeting
  • Operate a flexible approach to sharing resources, especially with the wider team e.g. to handle peak demand or sharing tasks across teams
  • Ensure effective management and monitoring of all employee relations issues, including absence, disciplinary and performance issues in conjunction with Human Resources
  • Follow procedures set out in the employee handbook and as communicated by the line manage
  • Understand and support customer scope targets and actions to achieve required levels of customer advocacy
  • Share ideas for improvement with the line manager
  • Provide recognition and coaching to team members based on both internal quality assessments and external customer feedback
  • Respond to all forms of customer and client feedback with recommendations and by implementing agreed actions
  • Carry out call and work monitoring from time to time when team members require additional coaching based on feedback
  • Support the team by handling customer contact in escalated situations, and / or directing them to another member of the team with the appropriate skill level to assist
  • Ensure the team understands its own performance by sharing key indicators
  • Adherence to the Treating Customers Fairly guidelines where applicable
  • Responsible for the management of authorisation levels within the team and in own decision making
  • Considering the impact of your decisions and ensuring that they deliver the right customer experience, whilst remaining cost effective and compliant with business and regulatory procedures
  • Supporting objectives to reduce leakage levels and overall cost Support the Contact Centre Manager to build roster and shift patterns that match the needs of call profiles
  • Creating and maintaining a culture of continuous improvement
  • Skills and Experience :

  • CIP / APA qualified or working towards accreditation
  • Excellent level of customer focus
  • An excellent communicator, capable of influencing and asserting opinion at all levels
  • Proven experience as a team player, capable of operating effectively within a senior cross-team management function
  • Good communication skills - comfortable presenting to employees
  • Good planning and organisational skills
  • Good IT skills, and understanding of contact or claim centre tools and systems
  • Previous experience in a similar role is desirable, but not essential
  • Commercial awareness
  • Understanding of Irish & UK regulation including Treating Customers Fairly
  • A track record of delivering results as a team leader / manager is desirable
  • People management experience / skills is desirable
  • A high degree of drive and commitment is a must in this challenging role
  • Ability to demonstrate a highly professional work ethic and positive attitude
  • Working Hours :

    Flexibility for shift work and weekend work essential for this role

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