Customer Care Team Lead in Derry, Londonderry

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.