Senior Customer Service Manager

2 weeks ago

Dublin, Dublin City, Ireland RSA Insurance Ireland Full time
Overview

Join to apply for the Senior Customer Service Manager role at RSA Insurance Ireland.

RSA is a purpose-driven business with offices in Belfast, Galway, and Dublin, offering hybrid work to suit individual needs and a focus on delivering great service to customers.

We are part of the Intact family and operate across North America, the UK, and Europe. Our business has grown through organic means and acquisitions, and we are committed to integrity, respect, customer-driven excellence and generosity.

Responsibilities
  • Lead and manage the RSA Contact Centre, Complaints, Quality, and Workforce Management (WFM) teams.
  • Drive performance against KPIs including customer satisfaction, complaint resolution, quality assurance, and resource optimization.
  • Be a senior member of the Personal Lines leadership team, contributing to business strategy, growth initiatives and cross-functional priorities.
  • Lead the modernization programme to enhance call center capability, technology, and customer experience.
  • Champion continuous improvement, streamline processes and embed best practice to enhance efficiency and customer experience.
  • Collaborate with Direct (123.ie) and Claims operations teams to align service delivery with business goals and change programs.
  • Ensure customer-facing teams consistently deliver on the brand promise of being easy to do business with.
  • Ensure regulatory and internal policy compliance.
  • Provide coaching, development, and support to team leaders and managers.
  • Monitor and report on operational performance, identify trends and opportunities for innovation and improvement.
  • Act as a senior point of escalation for complex customer issues and use insights to influence wider business improvements.
Requirements
  • Proven senior experience in a customer service or operations management role.
  • Strong leadership skills with experience managing multi-functional teams in a regulated environment.
  • Excellent understanding of contact center operations, complaints handling, quality assurance, and workforce management.
  • Experience driving transformation, modernization or efficiency programmes.
  • Strategic thinker with the ability to balance day-to-day operational delivery with longer-term transformation.
  • Strong communication and stakeholder management skills, with proven ability to influence at executive level.
  • Knowledge of regulatory requirements in the insurance or financial services sector is an advantage.
What We Offer
  • A collaborative and inclusive work environment.
  • Flexible hybrid working model.
  • Opportunities for professional development and career progression.
  • Competitive salary and benefits package.
  • Opportunity to contribute during a period of transformation.

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


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