At a Glance
- Tasks: Lead and inspire the Customer Care team to enhance customer experiences and manage complaints effectively.
- Company: Join AXA, a forward-thinking company prioritising customer-centric culture and innovation.
- Benefits: Flexible work arrangements, competitive salary, and opportunities for professional growth.
- Other info: Dynamic role with opportunities for career advancement and impactful projects.
- Why this job: Make a real difference in customer experience while developing your leadership skills.
- Qualifications: 5 years of relevant experience and a passion for customer service.
The predicted salary is between 40000 - 50000 £ per year.
We are currently recruiting for a Customer Care Team Leader. Your role will involve managing the Customer Care team to deliver key insights from complaints management and other customer data to drive improvements to the customer experience. Reporting to the Customer Experience Manager, you will be an advocate within the company for the customer, supporting the integration of the customer lens to business processes and mindsets, driving real customer centric cultural change.
You will be responsible for leading the Customer Care team to be a best-in-class complaints handling resource fully aligned to future Customer Conduct, reporting and other business needs, while managing key customer projects to support strategy delivery. You will also be required to co-ordinate, manage, handle and investigate customer complaints received into Customer Care, Director Offices and cases escalated by the business, within standards agreed. In addition, you will be the central AXA representative for all dealings with the Ombudsman offices for both Republic of Ireland and Northern Ireland.
At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. You'll work the majority of your week away from home, which means either attendance at one of our head office locations, visiting clients or attending industry events.
What you’ll be doing:
- Lead, motivate, and develop the customer experience team to ensure high performance and engagement.
- Set clear expectations and provide ongoing coaching to improve individual and team skills.
- Manage team workload and resource allocation to meet service delivery standards.
- Ensure consistent delivery of exceptional customer service experiences across all touchpoints.
- Act as the primary point of contact for escalated customer issues, resolving concerns efficiently.
- Handle complaints from the Financial Services & Pensions Ombudsman (FSPO) & Financial Services Ombudsman (FOS), ensuring timely responses are issued at all points in the lifecycle of these complaints.
- Liaise constructively with organisational colleagues at all levels to ensure complaint decisions are arrived at fairly and swiftly and that feedback on complaint decisions and trends that may materially impact the organisation are highlighted at appropriate levels.
- Foster a strong professional relationship with the Financial Ombudsman Service (NI) and the Financial Services and Pension Ombudsman (ROI) and ensure optimum settlement rates and that AXA Ireland's interests are adequately represented.
About You
What we’re looking for:
- Minimum of 5 years' experience in a similar role.
- People Management / Supervisory experience whilst desirable is not essential.
- CIP is essential, alongside a third level qualification or the equivalent combination of education and experience is required.
- Customer Service experience with a passion for customer experience and expertise in working with customers.
- Experience in driving change, with experience in project or campaign management, process improvement or journey mapping.
- Well organised and capable of motivating others towards delivering key compliance objectives across the organisation.
- Strong analytical and problem-solving skills with excellent attention to detail.
This role is an allocated Controlled Function under Fitness & Probity Regime, which means the successful candidate will be subject to an enhanced level of background screening requirements. You can find more information on axa.ie/careers.
As a precondition of employment for this role, you must be eligible and authorized to work in Ireland and/or the United Kingdom. This recruitment campaign will be used to support permanent, temporary and/or extension for any upcoming similar positions.
Customer Care Team Lead in Belfast employer: AXA Group
At AXA, we pride ourselves on being an exceptional employer that champions a customer-centric culture while fostering a supportive and dynamic work environment. Our flexible working arrangements empower you to balance your professional and personal life effectively, and our commitment to employee development ensures that you have ample opportunities for growth and advancement within the company. Join us in Dublin or Belfast, where you will lead a passionate team dedicated to enhancing customer experiences and driving meaningful change in the financial services sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Team Lead in Belfast
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at AXA or similar companies. A friendly chat can lead to insider info about the role and even a referral!
✨Tip Number 2
Prepare for the interview by researching common questions for Customer Care Team Leaders. Think about how your experience aligns with the job description and be ready to share specific examples of your achievements.
✨Tip Number 3
Show your passion for customer service during the interview. Share stories that highlight your commitment to improving customer experiences and how you've driven change in previous roles.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest in the position can keep you top of mind for the hiring team. And remember, apply through our website for the best chance!
We think you need these skills to ace Customer Care Team Lead in Belfast
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Customer Care Team Lead role. Highlight your experience in managing teams and driving customer-centric improvements. We want to see how your skills align with our mission at StudySmarter!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer service and how you can lead our team to success. Be genuine and let your personality come through – we love that!
Showcase Your Achievements:Don’t just list your responsibilities; showcase your achievements! Use specific examples of how you've improved customer experiences or led successful projects. Numbers and results speak volumes, so don’t hold back!
Apply Through Our Website:We encourage you to apply through our website for a smooth application process. It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at AXA Group
✨Know Your Customer Care Inside Out
Before the interview, dive deep into the customer care strategies and values of the company. Understand their approach to complaints management and customer experience. This will help you articulate how your experience aligns with their goals.
✨Showcase Your Leadership Skills
Be ready to discuss specific examples of how you've led teams in the past. Highlight your ability to motivate and develop others, as well as how you've managed workloads and resources effectively. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle escalated customer issues. Think of scenarios where you've successfully resolved complaints or driven change. Practising these responses can give you a confidence boost during the interview.
✨Demonstrate Your Passion for Customer Experience
Make sure to convey your enthusiasm for improving customer experiences. Share any relevant projects or initiatives you've been involved in that showcase your commitment to customer-centric practices. This will resonate well with the interviewers looking for a cultural fit.
