Team Leader

Job Category:
Salary Description:
FRS Recruitment
Job Ref:

Team Leader - Full Time - Hybrid working with 1/2 days in Co.Clare Office

About this Role:Reporting to an Operations Manager, this role is responsible for leading, developing and motivating the Operations Team to achieve Business targets.

Key Responsibilities

* Motivate Operations Agents to achieve all performance objective as agreed by the business
* Lead team to consistently delivers required levels of service to ensure the optimum customer experience across all interactions.
* Ensure all tasks are conducted in a manner compliant with all policies, procedures and legislative requirements
* Understand fully the key drivers for the business
* Provide feedback + guidance to ensure the operations agents achieve the necessary work standards
* Appraise, coach and develop team members to ensure development to agreed business standards
* To create and maintain a positive culture within the team
* Plan and schedule appropriate staff cover to ensure service levels are met or exceeded
* Manage any HR issues as appropriate in accordance with company guidelines
* Provide necessary feedback/input to the business to ensure all levels are appropriately briefed on business critical issues
* Proactively management change to ensure the delivery of all company requirements
* Deliver key projects
* Lead and chair customer meetings

Key Performance Indicators

* Achievement of Collection targets for Cash Collected and reschedules
* Team Management Metrics i.e. performance appraisals, customer complaints, customer survey feedback
* Quality checks on team activity
* Adherence to regulatory and compliance standards including internal policies and CCMA/CPC
* Governance, Risk & Compliance (GRC) alerts are actioned as required
* Achievement of goals as set for each project
* Evidenced by the culture of the environment and the “temperature” of the group

Skills & Experience

* Accredited Product Adviser
* Previous experience in a dynamic and fast paced environment
* Experience in an analytical environment
* Excellent communications, coaching and presentation skills
* Excellent literacy skills
* Experience in a similar role


* IT Knowledge
* Collections
* Accuracy & Quality
* Communication & Interpersonal Skills
* Customer Service & Commercial Awareness
* Developing Others
* Adaptability/Dealing with change
* Judgement & Decision Making
* Leadership
* Organisational Skills
* Project & Task Management


* 23 days annual leave per annum plus 3 company days
* LAYAHealthcare - immediate access from Day 1.
* Generous defined contribution pension scheme - immediate access from Day 1.
* Robust further education scheme
* Employee Referral Scheme
* Tax Saver Commuter Ticket
* Cycle to Work Scheme
* Employee Assistance Programme
* Wellness Programme
* Long term sickness benefit (PHI)
* Life Assurance/Death in Service

Team Leader, Co. Clare, Finance, Sales Advisor, Claims Handler

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Contact Details:
FRS Recruitment
Tel: 01 834 0035
Contact: Conor Kennedy

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