Customer Service Support Manager

Job Ref:

Job Title:
Customer Service Support Manager

Knocknacarra - Co Galway

Closing date:
Close date not set

Vacancy Description

Join RSA and make a difference every day.

At RSA and we empower our customers to make a difference in their lives. And the same goes for our employees.

We have offices in Belfast, Galway and Dublin, where we’ve embraced hybrid working and empower our people to work flexibly to suit their needs and those of our customers. Our Dublin office is also home to our sister-company

Our diverse customer base benefits from the diverse perspectives of our teams that serve them, solving complex problems with creative ideas.

As proud member of the Intact family, we’re part of something bigger with a presence in North America, the UK, and Europe. Our business has grown organically and through acquisitions to over $20 billion of total annual premiums. 

We want you to succeed with us and grow with us – and we’ll give you the tools, flexibility and learning opportunities you need to do it. 

And, if you bring your best, then we promise to give you, our best.


Culture and Community

RSA is a purpose-driven business – our purpose is to help people, businesses, and society prosper in good times, and be resilient in bad times’.

We do that by living our values – Integrity, Respect, Customer-driven, Excellence, and Generosity – in everything that we do.

We provide an open and honest workplace – where everybody contributes, and every view is listened-to and respected.

Generosity is in our DNA and is the value that guides and enables our people to help others, protect the environment and make our communities more resilient. It drives our efforts to care for people and to give our time, financial resources and talent. We’re also committed to helping society adapt to a changing climate taking reasonable care to ensure that our business activities are conducted in an environmentally sustainable manner.


Our stats don’t lie… in our annual engagement survey

95% of our people are committed to driving innovation and change

91% of our people celebrate the diversity in their teams and wider company

90% of our people feel safe to share they’ve made a mistake

89% of our people strive to recognise colleagues for the amazing work they do

89% of our people know how their job supports the company’s strategy


So if you want to make a difference every day, we’d love to have you.



Customer Service Support Manager – Galway

Exciting new role in our Customer Service Operations Centers in Galway. Here at RSA &, we are looking to hire a Customer Service Operations Manager to be part of our Galway & Dublin Operation team.

This role is a key position within the Customer Operations management team. The Customer Service Support Manager will be involved in leading our service teams to achieve business targets and deliver our defined customer/intermediary and affinity propositions. Our Customer Service Teams work in both customer facing and non-customer facing roles and our Customer Services Management Team is responsible for the effective operation of the department.

A substantial part of your role will involve developing and implementing operational plans and guiding your teams, providing clear direction, and developing your direct report’s professional capabilities. You will have experience of developing operational team plans, identifying areas for improvement, and developing solutions, and have excellent communication and leadership skills.


Key Responsibilities:

  • Lead, support and engage your team through clear objective-setting, regular one-to-ones, and development opportunities
  • Lead the performance of your team and its individual members in achieving SLAs, service quality and productivity targets
  • Establish and maintain a high standard for productivity, quality, customer service in line with business targets and objectives
  • Lead and improve customer operations performance through monitoring, problem resolution, audits, and quality assurance measures.
  • Ensure your personal and team application of RSA sales and marketing best practice and return on training and development investment
  • Ensure personal and team compliance with Group, legal and regulatory requirements
  • Support People, Talent & Culture Department in recruitment process by interviewing potential hires and outlining clear job expectations.
  • Lead and prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses
  • Summarize, collect and analyses customer services operational trends and data for regular performance reports.
  • Engage and collaborate with other departments to develop solutions that will provide a positive impact on customer experience and operational efficiency, and report clearly on same.
  • Supervise system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed.
  • Maintain yours and your team’s consistent professional improvement through company provided workshops, supervising customer operations trends and active participation in team projects.
  • Provide reports & compile statistical business information where required.
  • Be the voice of the customer – ensuring that any blockages to smooth customer journey are called out and actioned as vital.



  • CIP/APA qualified is necessary for the role
  • Degree or master’s in Business or other relevant subject area.
  • 5 Years plus developing and leading a strong performing team.
  • 5 years’ experience in Insurance or Financial Services.
  • Self-drive and outstanding execution and delivery.
  • Strong analytical skills.
  • Proven experience of working on collaborative, cross-functional initiatives to improve customer experience.
  • Focused on excellence in Customer Services with an ability to think creatively.
  • Hybrid role attending our Galway office



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


Sorry, this vacancy is closed.

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