Customer Service Lead

Job Ref:

Job Title:
Customer Service Lead

Dundrum - Dublin 16

Closing date:

Vacancy Description

RSA and

Founded in 1710, we are a 300-year-old organisation that is empowering people to put the right things in place to prepare them for their future so that they can live a more fulfilled life free from worry and anxiety.

Built on resilience, expertise, and human empathy, we provide insurance that makes people’s lives easier. We learn from our experiences and build on our strengths every day to deliver the best products and services in the market. We are always searching for the best protection for our customers with our extensive range of Commercial and Personal Lines products driven by our network of Insurance brokers, scale partners and via our brand.

With a global footprint, we have leading positions in Scandinavia, Canada, the UK, Ireland, and Middle East. In Ireland, we have offices in Belfast, Galway, and Dublin, where we empower our people work flexibly to suit their needs and those of our customers. We know that if we plan for tomorrow, we can truly make a positive impact on people’s lives today.

Looking to the future

In order to be there for our customers during their greatest challenges we are looking for like-minded individuals who will embrace our strategy:

Our Vision — our ambition:

Prepared to make the difference

Our Mission — how we will live our vision:

Harnessing human expertise with agile technology

Our Purpose — why we go to work every day:

To empower people

Our Values — our DNA:

Love simplicity, Better every day, Do the right thing, Boundless ambition

We’re looking for people that are open, engaged, curious and striving to make a real difference – not only in their own lives – but in the lives of those around them.

Culture and Community

Culture and community are a key priority within our organisation. We strive to create a diverse and vibrant workforce where everyone feels valued, and everyone’s voice is heard.  In RSA and 123.i.e., career progression is nurtured, and performance is recognised. We help people move forward in life that’s why we put steps in place to encourage our colleagues to learn, adapt and grow.

We cultivate an open and transparent culture where people can be their true selves. RSA and 123.i.e., support a stimulated workforce where individuals feel more fulfilled in their role and more comfortable in who they are as a person. Most importantly, we care about our environment and the communities around us.

We support programmes and events that give back and enhance the lives of the vulnerable and those in need. We have a dedicated Corporate Responsibility programme that facilitates new ways of thinking to help reduce our carbon footprint, protect our planet for future generations and give back to our communities.


Customer Service Operations Lead 

An exciting role for a Customer Service Lead to join our Operations Centre in Dublin.  This position will be a vital part in the managing of operations within our call centre.  Candidate must be available to travel to Dublin office when necessary’

The role of Customer Service Lead will involve supporting an Customer Services Manager to achieve operational and quality targets. The role will be a mix between assisting and supporting your team, resolving queries and problems, and helping to develop your teams professional and technical capabilities where appropriate while also spending time in your core role.

This role will involve leading service teams to achieve business targets and deliver the defined customer/intermediary propositions. You will spend most of your time developing and implementing operational plans and guiding your teams, providing clear direction and developing your team’s professional capabilities. 


Key Responsibilities:

  • Achieving performance SLAs within specific lines of business
  • Hiring, training, and preparing call centre representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
  • Ensuring agents understand and comply with all call centre objectives, performance standards, and policies.
  • Answering agent questions regarding best practices or difficult calls.
  • Identifying operational issues and suggesting possible improvements.
  • Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
  • Call reviews and coaching in line with MCC requirements
  • Preparing reports and analysing data to assist management as they determine call centre goals.
  • Working with other supervisors and management team members to support agents and maximize customer satisfaction
  • Increase customer satisfaction and retention through leading a team to deliver brilliant service.
  • Financial Targets (i.e., New Business and Retention)
  • Increased efficiency within the team.
  • Motivate and develop team creating a positive environment
  • Achievement of personal and team/ performance targets
  • Personal and team compliance with legal, regulatory and policy requirements
  • Personal and team application of People Expectations


  • CIP/APA qualified and must maintain CPD requirements.
  • Professional Body to which you are affiliated (e.g.  III, CII, CIPD, ACCA)
  • Proficiency required in Word, Excel, PowerPoint and processing applications
  • Based in Dublin 
  • Strong experience within customer management and technical teams (that has involved coaching / guiding others).
  • Self-drive and best in class execution and delivery
  • Vision, decision making ability and critical thinking skills, prioritizing initiatives in a dynamic environment
  • Making things better everyday

Regulatory Requirements:

  • CIP/APA qualified and must maintain CPD requirements. 


RSA Insurance Ireland DAC and its affiliate companies consider applicants on the basis of qualifications and without regard to race, colour, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability or any other legally protected status.

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