Job Description:
Join Our Team as a Duty Manager in Operations
Are you passionate about delivering exceptional support and making a meaningful impact in people's lives?
At AXA Assistance, we are committed to being there for our customers whenever they need us—every day of the week. To support this, we are seeking a dedicated and flexible Duty Manager with a CIP /APA plus PDI-04 qualification to join our Customer Centre in Athlone.
You will ensure consistently high practice and performance of the team within the agreed service levels, in a professional and customer-focused work environment which fully engages the team to deliver. Using effective communication skills, you will provide effective daily supervision of the teams exhibiting the skills needed to motivate and coach them to achieve results in accordance with the company`s set targets and procedures.
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A predictable, set roster so you’ll always know your schedule in advance.
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35 hours per week, with shifts scheduled between 7am and 10pm, including every third weekend.
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After completing your training and gaining confidence in your role, there is an exciting opportunity to work in a hybrid model, combining both office-based and remote work.
In conjunction with the team managers ensure consistent high practice and performance of the team.
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Under guidance from the team managers and product trainers, provide extra support to individuals during probationary periods.
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Ensure processes reflect current best practice and are visible to all.
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Resolve workflow and highlighting performance issues within the team to the relevant team manager.
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Escalating issues as required to the team manager and keeping them informed of day-to-day status.
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With service providers and compliance team, manage / escalate complaints in an effective and timely manner.
Consistently deliver the service standards and contractual agreements by:
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Managing the quality of customer service by ensuring that all service delivery meets contractual and company quality standards.
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Working with the team managers by updating agents on all contractual changes promptly and accurately, using a range of training methods e.g. coaching, awareness seminars & help sheets.
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Ensuring that the company meets a 24hour/7day service capability by ensuring the contact centre has the right staff at the right time.
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Forecasting call volumes, and identifying trends across all departments.
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Planning resource needs in order to address trends identified and seasonal impacts with support from the team managers.
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Ensure consistent delivery of service and sales including TCF.
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To aide in the presentation of AXA Assistance service and products to potential new clients as well as existing clients.
To achieve all relevant service standards through effective monitoring, coaching and organisation of the team.
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Support and help the team, acting as primary referral point before team manager.
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Managing allocation of work within the team based on business priorities.
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Responsible for identifying individuals who require training updates and feedback this back to the team manager.
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Liaising with other duty managers or other team Managers when your direct report is unavailable.
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Ensure regular and complete communication is encouraged and adopted throughout the department.
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The production of statistics or agent information (i.e. client reports /coaching forms) may be required if delegated by the Team Manager.
To ensure that high quality cost efficient service is maintained by the team and that remedial action is identified, agreed and taken where problems with service delivery are experienced.
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Accountable for cost containment and control of services/claims throughout their duration.
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Identifying process improvements to increase productivity and liaise with team manager to implement these.
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Act as a focal point for all client and customer complaints within the team, dealing with clients, customers and other external contacts in a courteous and professional manner.
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Make decisions on casework within the team – this will be determined by the nature of the cases and work undertaken by the team.
To work together as one contact centre to achieve shared goals by:
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Ensuring a consistent approach in motor & property
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Working with the Irish / UK managers to ensure both sites work together to manage call volumes and support at busy times.
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Working with colleagues and managers to maximise synergies and transparency.
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Create team spirit by providing leadership
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Create, encourage and promote multi-skilling across the Assistance Lines.
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Supporting the other internal service areas during times of low activity.
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CIP Qualified, or APA plus PDI-04 and working towards accreditation
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An excellent communicator, capable of influencing and asserting opinion at all levels
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Proven experience as a team player, capable of operating effectively within a senior cross-team management function
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Proven ability to manage change
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Strong coaching skills
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Good communication skills – comfortable presenting to employees
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Good planning and organisational skills
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Good IT skills, and understanding of contact or claim centre tools and systems
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Proven experience in a similar role is desirable, but not essential
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Proven commercial awareness
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Understanding of Irish & UK regulation including Treating Customers Fairly
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A track record of delivering results as a team leader/manager is desirable
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Proven people management experience and skills – building and leading teams is desirable
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A high degree of drive and commitment is a must in this challenging role
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Ability to demonstrate a highly professional work ethic and positive attitude
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An approachable individual with excellent customer focus
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Excellent problem solving and decision making skills
At AXA Partners, we value our people highly, and our rewards package is regularly reviewed to reflect that commitment. You can expect to receive:
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A competitive annual salary plus shift allowance
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An annual company and performance-based bonus
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Group Personal Pension Plan
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Life assurance
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Health Care Subsidy
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22 days of annual leave, increasing to 27 days with service
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AXA Employee Discounts
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Education support and learning opportunities
Ready to apply? Great! The next step is to upload a simple CV — it doesn’t need to be perfect.
To apply, click on the ‘apply’ button, you’ll then need to log in or create a profile to submit your CV. We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. If you have a long-term condition or disability and require adjustments during the application or interview process, please send an email to AXA Partners Global HR Response - globalhr@partners.axa .
Who we are:
We’re AXA Partners, experts at designing and delivering assistance solutions and specialised insurance, credit, and lifestyle protection – with and for our partners worldwide. What sets us apart? The expertise and passion of our 8,500+ people, and a strong network of over 55,000 professionals all over the world. Powered by them and our sector-leading technology, we continuously evolve, adapt and thrive – offering solutions and services that make sure we’re always at people’s side, no matter what. Helping others is our passion. Combining the best digital technology with our warm, human touch, we’re always looking at new ways to offer seamless and reassuring experiences when it really matters
Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract)
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