Customer Service Team Leader - QFA/Part QFA required

Customer service Team lead - 18-month FTC

Position comes with full benefits

You must have a QFA or be working towards a QFA to be considered for this role

Location: Cherrywood, Dublin 18 with 50% hybrid working

You must have valid Irish, UK, or EU work rights to be considered for this role

Aviva's Contact Centre team in Cherrywood Dublin 18 are looking for confident and engaging Contact Centre Team Leader. You will be leading a team with responsibility for the delivery of top-quality service to our customers. This is an 18 month fixed term contract.

The Contact Centre acts as a single point of contact for all interactions between customers and service teams within our life and pensions business.  The Team Lead will be responsible for the daily running of the team, management of resources and working with customer experience teams to deliver an excellent service to our customer. In addition, you will drive top quality performance and support the training and continuous development of the team.

The position is based on site in our Cherrywood office, with an opportunity to benefit from Aviva’s smart working arrangements which offers a mix of home and office working.

While this role is in the greater Dublin area, it would suit those with customer service skills living in Wicklow/Kildare/north Wexford area also. We have free parking for staff who commute by car or motorcycle or there are public transport links close-by (the LUAS Green Line and 84a bus stop is one minute away).

A bit about the job:

• Managing the daily running of customer service centre, recruitment, organising sufficient staffing to deal with customer demand
• Setting and meeting performance standards to ensure excellent customer service on telephone and email queries from customers
• Ensure all mandatory regulatory training and requirements are met by the team within the required timelines and embedding a strong focus and awareness of risk management across the team
• Manage performance and development plans for each team member ensuring any training gaps are covered. Identifying training needs through call and email quality and working closely with the trainer on this
• Coach and motivate the team to consistently perform at a high level by facilitating meaningful 1-2-1 feedback sessions including monthly sessions and yearly performance reviews
• Drive a strong customer focus through the team by leading by example, ensuring that the customer is at the heart of all your decisions
• Liaise with other team leads and managers in the business to develop strong relationships and improve efficiency across teams in Customer Experience Department
• Improve the customer experience by embedding an environment of first point resolution and ownership in the team
• Identify any procedures within the business that can be simplified for the benefit of the customer while ensuring that any new changes are rolled out to the team and implemented
• Focus on initiatives to maintain a positive team environment
• Govern the logging of errors, complaints and other risk events and ensure the team is compliant in this

Skills and experience we’re looking for:

• QFA or working towards
• Broad knowledge and experience in the life and pensions industry and knowledge of our current products, the business processes/products and platforms/systems is preferred
• Consistently demonstrate Aviva’s values and behaviours
• Understanding of the risks facing our business, and ability to call out risks and work to ensure relevant controls are in place where gaps are identified
• Excellent verbal and written communication skills
• Strong problem-solving skills
• Ability to quickly build positive relationships at all levels
• Good planning and time management skills
• High energy and passion for customer service and delivery
• Ability to work under pressure and meet deadlines in a fast paced environment

What will you get for this role? 

• A competitive market leading salary depending on skills, experience, and qualifications 
• Most of our people are smart working – spending around 60% of their time in our offices and 40% at home (dependent on your role)
• Generous pension (employee contribution matching of up to 14% if you contribute 8%)
• Annual performance related bonus and pay review
• Holiday allowance of 25 days plus bank holidays, and the option to buy/sell up to 5 additional days
• No weekend or evening shifts (include only if applicable to the role)
• Free car parking
• Generous Health & dental insurance contributions after six months
• Aviva Matching Share Plan and Save As You Earn scheme and Approved Profit Share Scheme
• Cycle to Work benefit scheme
• Tax