Team Lead - Customer Service & Sales
Dublin, IE, D04Y6Y6
About Allianz
We are proud to be one of the world’s most trusted insurance companies, serving over 800,000 customers across Ireland, for over 100 years. Our success is primarily down to the incredible people we employ. With over 700 people in Allianz Ireland, we truly care for our employees and their individual needs and aspirations. We have tailored our work approach to ensure you the flexibility and support needed to excel in your role. While the role is officially based in Elm Park, Dublin 4, the team work within a hybrid working model. We are incredibly proud to be recognised as a Great Place to Work 2025 having won the Super Large Category, as well as being one of Ireland’s Best Workplaces for Women and Best Workplaces for Health & Wellbeing. If you're ready to take the next step in your career, apply now and become part of the team!
The Opportunity
As a Team Lead you will be responsible for leading and performance coaching a team of contact centre representatives who deliver an extraordinary sales and service experience for our customers.
Reporting to the Direct Operations Manager, the Direct Team Lead will work as part of the management team within our Allianz Direct Contact Centre and is based in Elm Park, Merrion Road, Dublin 4.
Key Responsibilities:
- Manage and monitor team performance metrics.
- Effectively lead your team, maintaining agreed customer service levels and managing performance through coaching
- Provide valuable and regular feedback to your team through performance management
- Partner with HR and Talent to recruit, develop and retain team members
- Drive performance and achievement of customer metrics including customer NPS
- Manage the on-boarding process for new staff and monitor compliance with CPD requirements
- Act as an escalation point for the team on technical queries and customer issues
- Manage complaints and support staff in the resolution of complaints
- Provide support to the Direct Operations Manager and deputise for them when required
- Ensure consistency of quality in the standards provided by the team in relation to quotations, business processing and all other aspects of customer service and sales to customers
- Actively participate in or lead projects or operational initiatives where required
- Maintain compliance with regulatory requirements such as the Consumer and Data Protection codes
- Create and sustain a collaborative culture within the direct management team and colleagues across the Allianz business particularly in Claims, Operations and Underwriting
Key Requirements / Skills & Experience
Essential:
- 3+ years experience in Personal Lines in an Insurance Company
- Prior experience in people management or coaching for performance
- Recognised Insurance Qualification or Grandfather Status applicable to Personal Lines
Desirable:
- Relevant third level qualification
- Multi product experience; home, motor, pet, commercial, taxi and niche products
- Experience of dealing with customer complaints and formulating high quality written responses to complaints
Our Benefits:
We offer a competitive remuneration package, generous pension scheme contributions, health insurance, a working from home allowance, numerous wellbeing and family benefits, and a well-connected, accessible location with onsite staff parking and provided lunches.
Allianz plc. is regulated by the Central Bank of Ireland.
#LI-Hybrid This is a hybrid remote/in-office role
Additional Wording:
Regulatory Notice:
Appointment to this role will be subject to the requirements provided for by the Central Bank of Ireland. Please refer to the Central Bank of Ireland’s Guidance on Minimum Competency Code: Minimum Competency | Central Bank of Ireland as well as F&P Standards and the Corporate Governance Requirements. See Fitness & Probity | Central Bank of Ireland. This includes the requirements provided for by the Central Bank (Individual Accountability Framework) Act 2023. The successful candidate will be provided with the relevant Conduct Standards (including Additional Conduct Standards) training, where required. Full details are available via the Central Bank website at Individual Accountability Framework | Central Bank of Ireland.
92893 | Customer Services & Claims | Management | Non-Executive | Allianz Ireland | Full-Time | Permanent
Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.
At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.
Join us. Let's care for tomorrow.
