Customer Experience Team Leader

3 weeks ago


Ireland Aviva plc Full time
Customer Experience Team Leader

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 a 12 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).

Duties & Responsibilities:

  • 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 & Experience:

  • 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
  • Generous pension (employee contribution matching 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
  • 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
  • TaxSaver Travel Scheme
  • Family friendly parent’s (matching paternity and maternity leave) and carer’s leave.
  • Up to 40% discount for some Aviva products plus discounts for Friends and Family
  • Employee Assistance Programme
  • Volunteering days
  • Professional qualification support and transparent career progression plans

Aviva is for Everyone

Our diversity and inclusion policies and initiatives are shaping an environment where everyone feels welcome regardless of age, disability, race, ethnicity, gender, gender identity, religion, culture, sexual orientation, national origin, marital status, pregnancy, maternity or those with other caring responsibilities. Our approach helps to ensure that Aviva is a place which values difference and provides equal opportunities for all.

We flex locations, hours and working patterns to suit our customers, business, and you.

Our smart working combines the benefits of flexibility with time together with colleagues.

We prefer all applications to be submitted online, however if you require an alternative method of applying, please contact Samuel.Brazier@aviva.com .

#J-18808-Ljbffr
  • Team Leader

    5 hours ago


    Ireland card factory Full time

    Location: Deerpark Retail Park, Killarney Role Responsibility We are passionate about celebrating our customers’ life moments and are now looking for a Team Leader to join our very successful cardfactory family to help fulfill this. With a real focus on customer experience and operational excellence, our Team Leaders play a key part in driving the...

  • Team Leader

    5 days ago


    Ireland Mountain Warehouse Ltd Full time

    * 50% employee discount* monthly bonus *employee referral incentive *leading outdoor retailer* About the role Our Team Leaders support the management team with the everyday running of a busy store and team. You will be supporting with: Leading and motivating your team Encouraging the team to hit their KPIs Ensuring great company standards Being a Brand...

  • Team Leader

    2 weeks ago


    Ireland Cineworld Cinemas Ltd Full time

    Team Leader Due to promotion and progression, we at Cineworld Dublin are looking for 2 Full-Time Team Leaders (39hr contracts) to join the team. The full cinema team consists of a General Manager, Deputy General Manager, 4 Cinema Managers, 9 Team Leaders and up to 100 Team Members. Our cinema has 17 Screens spread across 4 customer-facing levels, a...


  • Ireland Hobson Prior International Ltd Full time

    Hobson Prior is collaborating with an innovative biotechnology organisation, who are seeking a Bioprocessing Team Leader, located in Shannon on a permanent basis. The successful candidate will lead a team of up to 10 Bioprocessing Scientists, ensure GMP and GxP compliance, maintain safety standards, and requires a degree in Science or Engineering, with...


  • Ireland Rentokil Pest Control South Africa Full time

    Position: Service Team Leader Location: Dublin Contract: Permanent Salary: €29,000 per annum, Paid Monthly Reporting to Team Manager Rentokil Initial is an established global blue-chip organization, operating in nearly 80 countries for over 90 years. We have a number of businesses within Ireland, including Rentokil Pest Control, Initial Washrooms,...


  • Ireland Lex Consultancy Ltd Full time

    International law firm with a solid and growing team in Ireland seeks a highly experienced Legal PA. In this role, you will act as a Team Leader managing a team of Legal PAs at various stages of their careers. Since opening their Dublin office in 2019 this firm have consistently expanded headcount within their Secretarial staff and this role is a reflection...


  • Ireland Tesco Ireland Full time

    About the role Tesco is a values-led business and we are committed to building a better Tesco and to support our colleagues in Serving Ireland’s Shoppers a Little Better Everyday. We aspire to create an emotional connection with our customers and colleagues and to help to make their lives more manageable and enjoyable. Tesco Ireland is committed to...

  • Squad Leader

    6 days ago


    Ireland Soteriare Full time

    Product Owner / Squad Leader Squad Leader / Product Owner Join as the Product Owner of a successful and highly motivated team driving real customer and business value! In this role, you will be the end-to-end gatekeeper of the Squad mission, strategy, and tactical execution associated with delivering priorities. You will collaborate with other Fidelity...

  • Team Leader

    6 days ago


    Ireland Carebrook Ireland Full time

    Pret A Manger - Shift Leader - Front of House THE RIGHT PRET PEOPLE Support and coach the team to ensure they reach their potential in both the shop and kitchen Support the training pathways to ensure training happens on time Lead by example and be hands-on when required Assign duties amongst team members to match individual productivity rates, skill...


  • Ireland Squarespace Full time

    Squarespace is looking for an Engineering Team Manager to lead the Dublin branch of our Help Experience team. The Help Experience team's mission is to empower our customers' business growth through an integrated support platform and increase operational efficiency of our Customer Operations department. Your work will directly support the 500+...

  • Team Leader

    3 days ago


    Ireland PARETO SECURITIES AS Full time

    Team Leader - Wexford Residential Service (Permanent, Full-Time, 39 hours) Do you want to make a real difference through your work? Join our team at ABI Ireland, help us build a new service! We are currently recruiting for a Team Leader for our Wexford Residential Service, Grancore, Ballinkeel, Ballymurn, Co. Wexford. This role is a Permanent,...

  • Global Materials

    3 days ago


    Ireland Baker Hughes Gruppe Full time

    Are you passionate about materials planning? Are you passionate about leading a global team? Baker Hughes is seeking a Lean Leader We are transforming the future of energy. In over 120 countries, we are developing and deploying industry-leading technologies and services to take energy forward. For more than a century, our inventions have revolutionized...

  • Partner Brand Leader

    4 weeks ago


    Ireland ALLSAINTS Retail Limited Full time

    Dublin, County Dublin, Ireland, Permanent We're a global brand made up of a very diverse mix of talented people in a huge variety of roles. Our products are designed in house and made by a small number of suppliers and artisans around the world to sustainable standards. We are a brand embarking on a very exciting plan and we are seeking new members of...

  • Customer Service Agent

    24 hours ago


    Ireland CPL Healthcare Full time

    My Client in the Motor Industry is hiring for a Customer Support Agent. Principle Job Purpose: Reporting to the Customer Hub Manager, situated in Park West, Dublin 12, the purpose of the role is to handle a variety of customer queries received via telephone, email, and webchat to support a variety of product and service offerings. Hours of Attendance: ...

  • Shift Manager

    2 months ago


    Ireland Team Obair Full time

    Our Client a leading parcel company based in Portarlington are currently looking for a Shift Manager Key Responsibilities: To manage all warehouse resources to ensure adequate availability at all times to facilitate the effective running of the warehouse to the required highest standard Coordinate all warehouse shift activities (days, evenings, nights) in...

  • Social Care Leader

    3 days ago


    Ireland CPL Healthcare Full time

    Cpl Healthcare is delighted to announce their partnership with a reputable service, whose mission it is to assist young people in reaching their full potential and integrate into the community. Due to our client’s expansion, we are currently recruiting for Social Care Leaders for permanent roles in Laois. The chosen candidate will provide a direct...

  • Customer Service

    4 weeks ago


    Ireland Nbsalonspa Full time

    Customer Service & Logistics Development Manager Customer Service and Logistics Development Manager Are you passionate about supply chain transformation? Do you thrive on building capabilities that drive operational excellence? We’re seeking an experienced leader with a proven track record in logistics and customer service. As our Customer Service and...


  • Ireland Vectra Full time

    About the Role Our customers keep raving about our way to support them! Don't take our word for it, and go check the Gartner customer reviews and see for yourself. At Vectra, we love to solve hard problems and embrace people who relish that. If you are different from the norm, excel in your field, keep challenging the status quo and care about building...

  • Tech Transfer Lead

    1 month ago


    Ireland Team Horizon Full time

    Team Horizon is seeking a Tech Transfer Lead to provide technical support to biologics drug product manufacturing at our clients Dublin based facility. This role is part of the global Process Development organization. This position reports to the Process Development Senior Engineer. Why you should apply: Opportunity to lead new product introductions from...


  • Ireland Cisco Systems, Inc. Full time

    Please note this posting is to advertise potential job opportunities. This exact role may not be open today, but could open in the near future. When you apply, a Cisco representative may contact you directly if a relevant position opens. The Security Business Group is looking to hire an experienced Automation Developer engineer to join the Cisco Secure...