At a Glance
- Tasks: Lead a dynamic team in delivering top-notch customer service and support.
- Company: Join MCL Insurance Services, a passionate and expanding company in Northern Ireland.
- Benefits: Enjoy a hybrid work model, competitive salary, and generous annual leave.
- Other info: Great opportunity for career growth and professional development in a supportive environment.
- Why this job: Make a real difference in customer experiences while developing your leadership skills.
- Qualifications: Must have excellent communication skills and at least 1 year of insurance experience.
The predicted salary is between 31809 - 31809 £ per year.
Would you like to be part of an expanding company providing excellent customer service for a variety of products? MCL Insurance Services (Ireland) Ltd is part of the MCL InsureTech Ltd group. We have been based in Northern Ireland since 1970 and are passionate about everything online. We have offices in Coleraine and Swords. Our systems are developed to give customers the best possible online experience, from purchasing insurance right the way through to developing customer loyalty and engagement programmes.
We are recruiting a Team Leader for our Contact Centre in Swords. This role will involve assisting Management with the smooth day-to-day function of the Contact Centre. You will assist with carrying out all personnel and required administrative duties. The role will involve assisting with training to all Contact Centre employees ensuring that a high quality of advice and targets are achieved and maintained. You will ensure that we are compliant with our procedures and processes.
Essential Criteria
- Leaving certificate or equivalent in English and Maths
- Excellent Customer service skills with a minimum of 1 years insurance experience
- Excellent communication skills both written and verbal
- Excellent and proven customer service skills
- Excellent and proven decision-making skills
- Ability to manage a team remotely if required
- Ability to communicate and work closely with other departments
- Highly motivated, especially in relation to hitting targets
- Must be willing to pursue APA/ CIP insurance qualifications
Desirable Criteria
- Supervisory experience in previous roles
- APA insurance exam or working towards completion
Benefits
- 37.5 hour per week (Monday - Friday 9am to 5pm)
- Hybrid model - three days in the office and two days from home
- 36 days annual leave inclusive of 4 bank holidays (New Years Day, Easter Monday, Christmas Day & St Stephens day all of which are closure days after successfully completing your probationary period)
- Starting salary €31,809.38 per annum
To apply for this position please complete an online application form. Completed application forms should be submitted no later than 5pm on Monday 22nd June 2026. Please note that you must demonstrate on the application how you meet the criteria for the role as identified above. MCL Insurance Services (Ireland) Ltd reserve the right to enhance the above criteria in the event of an unprecedented response. MCL Insurance Services (Ireland) Ltd is an Equal Opportunities Employer.
Customer Experience Team Leader in Swords employer: MCL InsureTech
MCL Insurance Services (Ireland) Ltd is an exceptional employer, offering a dynamic work environment in Swords where you can thrive as a Customer Experience Team Leader. With a strong commitment to employee development, a hybrid working model, and generous benefits including 36 days of annual leave, we foster a culture of collaboration and excellence, ensuring that our team members are well-supported in their professional growth while delivering outstanding service to our customers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Team Leader in Swords
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at MCL InsureTech. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like MCL InsureTech before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Team Leader in Swords
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to MCL InsureTech:Your cover letter is your chance to shine! Tell us why you want to work at MCL InsureTech specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at MCL InsureTech!
How to prepare for a job interview at MCL InsureTech
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
