Customer Care Team Leader

Chill Insurance (part of TRG Group) is currently on the lookout for a Customer Care Team Leader to join our Team.To lead, support, and develop the customer care team to ensure excellent service delivery to clients, efficient handling of insurance enquiries, and compliance with regulatory and broker standards.About The CompanyChill Insurance is an online insurance intermediary regulated by the Central Bank of Ireland. We are members of the Brokers Ireland and carry Professional Indemnity Insurance. We've been in business since 2007 (formerly and re-branded as Chill Insurance in May 2008. We pride ourselves on our three main pillars; Search, Talk and Claims.Key ResponsibilitiesSupervise daily operations of the customer care teamMonitor client access KPIs including quality scores, customer satisfaction, and productivity.Coach and mentor team members to maintain high service standards.Conduct Performance reviews and create Personal Development Plans.Launch team incentives to boost engagement and elevate our NPS performance.Handle complex or escalated customer issues, providing clear resolutions and maintaining strong client relationships.Liaise with insurers, underwriters, and internal departments to resolve service issues and support accurate policy administration.Ensure all interactions comply with CPC requirements, data protection, and company procedures.Support training, onboarding, and continuous improvement initiatives.Produce regular reports and insights to management.Experience, Skills & QualificationsMust be at least APA qualified and working towards CIPPrevious experience in customer service within an insurance broker or financial services environment.Demonstrated leadership or supervisory experience.Strong knowledge of general insurance products Motor Home & Van, processes, and terminology.Excellent communication, problem-solving, and decision-making skills.Ability to coach teams and manage performance.High attention to detail and commitment to compliance.What can you expect from Chill?Competitive SalaryPension & HealthcareMobile Phone PlanA very convenient and well-connected location in Sandyford Industrial Estate A fun and modern office space with excellent facilities.Hybrid Working ModelGreat staff sports & social eventsSkillscustomercare contactcentre Insurance apa cipBenefitsMedical Aid / Health Care Paid Holidays Pension Fund Performance Bonus