Job Description

  • Employment Type: Full Time
  • Job Location: Republic of Ireland
  • Date Posted: Posted 2 months ago
  • Exciting opportunity to be responsible for management, development and monitoring of all agent quality across the team
  • Immediate start
  • APA accreditation at minimum is essential and prior people management experience


  • Travel Team Manager
  • Head of BPO

Role Overview

The Customer Service QA & Complaints Team Lead will be responsible for management, continuous development and monitoring of all agent quality across the Customer Service Team in support of the departmental quality goals and initiatives. They must also manage the Technical Service Unit colleagues and provide clear structure and planning to all work in progress to manage the portfolio of Complaints that are escalated to the unit.

Specific Responsibilities (including but not limited to)

  • To provide strong and visible leadership to their team members through clear and engaging communication and working collaboratively with Team Leaders and Managers to consistently achieve SLAs and Targets
  • Responsible for team delivery of a professional and motivated service
  • To mentor and develop the performance of the team in collaboration with the Travel Team Manager and Head of BPO
  • Performance management
  • Review all Customer Service agent tasks for accuracy of information and case handling standards
  • Drive the importance of quality throughout the team and within the business by implementing best in class practices
  • Organise feedback sessions with management
  • Provide Team Leaders and the Manager with regular performance feedback

Personal Qualities/Attributes

  • Strong leadership skills and people management skills
  • Exceptional listening and analytic skills
  • Excellent attention to detail
  • Strong knowledge of customer care processes
  • Exceptional verbal & written skills


  • Insurance Qualified APA at a minimum. CIP desirable
  • Evidence of further professional development (highly regarded)
  • Third level education (desirable)


  • Prior supervisory/people management experience
  • 2 years’ experience of QA/Complaints Handling (desirable)
  • Knowledge of insurance regulation/compliance requirements
  • General insurance (knowledge of Travel and Special Lines highly desired)
  • Proficient in Microsoft Word / Excel / PowerPoint
  • Use of complaints platform and/or NICE system very advantageous

Benefits of working in Sedgwick

  • Sedgwick Academy
  • Health Insurance Scheme
  • Tax Saver Travel Scheme
  • Sedgwick’s Sports & Social Club
  • Discounted Personal Training group circuit classes
  • Montessori & After School Care
  • Discount Benefits

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

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