***Proactive Care Team Leader****
Salary potential €43,125 a year (OTE) - €37,500 year + Bonus
The Proactive Customer Engagement Team Leader, reporting to the Customer Operations Manager, will lead a newly established team responsible for driving proactive customer engagement activities designed to improve customer retention, increase customer value, and support overall business growth.
The role will oversee upgrade activity, proactive customer check-ins, returner campaigns, outbound collections recovery, pending churn prevention, and ad-hoc customer campaigns. The successful candidate will be responsible for building a high-performing culture, driving productivity, and delivering strong commercial and customer experience outcomes.
This vacancy is an onsite position in HomeSecure HQ in Sandyford.
As a Proactive Care Team Leader you will be responsible for:
- Lead, motivate, and develop a team of Proactive Care agents
- Manage day-to-day performance, productivity, and achievement of team targets.
- Oversee all proactive customer engagement activity, including:
- Customer upgrades
- Outbound Collections recovery
- Proactive customer check-ins
- Returner and win-back campaigns
- Pending churn prevention
- Ad-hoc customer campaigns
- Conduct regular coaching, performance reviews, and development sessions.
- Monitor key performance indicators and implement actions to improve results.
- Work closely with the Head of Customer Experience and Defence to support customer engagement and retention initiatives.
- Analyse customer feedback, campaign performance, and operational trends to identify improvement opportunities.
- Ensure accurate CRM management and adherence to company processes
- Produce and communicate regular performance reporting.
- Support the onboarding and development of new team members.
What we are looking for in a Proactive Care Team Lead:·
- Recommended previous experience leading a customer service, retention, sales, or engagement team.
- Proven ability to drive performance and productivity.
- Strong coaching and people development skills.
- Excellent communication and stakeholder management abilities.
- Strong analytical and problem-solving skills.
- Experience working in a KPI-driven environment.
- Proficiency in CRM systems and Microsoft Office, particularly Excel.
The right person:
- Passionate about excellent customer experience and a strong team motivator.
- Results-driven and highly organised.
- Positive and proactive approach.
- Strong leadership and motivational skills.
- Customer-focused with strong commercial awareness.
- Adaptable and able to thrive in a fast-paced environment.
This is an excellent opportunity to the next step and grow your career at HomeSecure.
Closing date for applications is Thursday the 9th of July 2026.
Ref: INDCS