I am exclusively recruiting for a Customer Experience Supervisor for the AA Ireland. This position will be based at the Head Office in Dublin City Centre within their Customer Experience, Insurance Contact Centre.
The AA is one of Ireland's leading consumer services businesses specialising in Motor, Home and Travel services and insurance. With more than half a million customers, we provide emergency rescue and breakdown cover for people on the road and in the home, as well as providing insurance for more than 200,000 customers. The AA employs almost 480 people across the country.
Package: This is a full time, permanent role with AA Ireland offering a very competitive salary and benefits. Please contact John Finn in Manpower Group for full details.
Location: Dublin City Centre
Hours: Mon-Sat (39.25 hours a week)
Candidates must be APA Qualified and studying towards CIP qualification.
The main purpose of this role is to lead, motivate and manage a highly skilled customer experience team tasked with achieving daily metrics across all of our Insurance and Membership product lines. Achieve customer service targets, sales volume, income budgets and targets through the development of insurance and associated services.
Provide an efficient and courteous service by the effective supervision, motivation, delegation and deployment of employees. Ensure all enquiries are dealt with promptly, accurately and in a courteous manner. Maximise sales ensuring the sales strategic direction is always used with a view to increasing conversion and trade-ups to other products.
Key Areas of Responsibility include but are not limited to the following:
*Achieve and maintain customer service standards and targets
*Achieve phone and email service level targets, abandons, hold time, call durations, etc.
*Pro-actively assist all departmental SLAs
*Pro-actively revise existing procedures making recommendations to increase productivity and efficiency
*Reporting and analysis as required
*Be enthusiastic and motivate team to achieve their full potential
*Achieve monthly/yearly cross sales budgets and targets for all products both unit and premium targets
*Pro-actively revise existing procedures making recommendations to increase sales volumes and conversions
Quality & Compliance -
*Achieve the required increase in NPS
*Manage complaints to resolution, implement agent improvement plans where required
*Manage resources to ensure budgets are achieved and a quality service is provided
*Achieve the call handling standard through quality listening, feedback and coaching
*Constantly review processes to identify new and innovative ways of providing an improved service to customers
*Ensure all regulations are fully complied with
Employee Satisfaction -
*Achieve the required increase in ESat
*Complete weekly review meetings, monthly MSC's reviews and P.I.P.s when appropriate
*Deliver team briefs - daily
*Manage and encourage team to perform to their full potential
*Provide coaching and mentoring
*Provide training to team as appropriate
*Complete regular reviews of processes and procedures to eliminate duplication and improve efficiency
Personal Skills & Experience:
*Must be APA qualified and studying towards CIP qualification.
*Previous experience in a team leader/supervisory role.
*A natural people leader.
*Motivated, target driven and results orientated.
*Educated to Leaving Cert. standard.
*Graduate calibre or equivalent desirable.
If you are interested in this Customer Experience Supervisor for the AA Ireland please contact John Finn directly at ManpowerGroup for more information and a for a confidential call: 01 645 5222, Mobile: 087 621 4254 (Outside normal business hours). email@example.com