Job Opportunity: Member Service Centre – Team Lead

Member Service Centre – Team Lead

General Scope of the Role

The team lead will have the overall responsibility for the efficient running of the member service centre. The Team Lead will report to the Operations Manager and in their absence the Deputy CEO/CEO. The Member Service Centre Team Lead ensures the continuous support, upskilling, growth and development of team members within the MSC while delivering a unison best-in-class standard of customer service to our valued members.  The role requires a strong knowledge of all aspects of North West Credit Union operations.

Working Week: Mon – Fri

Location: North West Credit Union, Wine St., Sligo

What the role will involve

• Arrange and oversee the training of new member service staff ensuring that the key aspects of the role are covered before any staff member is placed on the phones or reception.

• Play a pivotal role in the recruitment of MSC staff.

• Lead the day-to-day resource plan and rota to ensure that sufficient resources are available daily and balance tasks and duties across the team to achieve the most effective member experience

• Conduct and facilitate routine team meetings and monthly meetings with other department team leads

• Manage the teams time & attendance.

• Evaluate team call recordings to ensure a delivery of a consistently high-quality service to members.

• Monitor communication to members to ensure consistent and clear messages are delivered to our members by the team.

• Monitor the call reports during the day with the goal of reducing members wait time and abandoned calls.

• Manage and resolve escalated member concerns, ensuring positive outcomes and maintaining high service standards in a timely manner.

• Conduct employee performance probation reviews for the team and conduct follow up meetings where necessary.

• Establish individual performance goals and carry out mid- year and year end reviews to monitor progress and support development.

• Provide cover re current account disputed transactions and Fraud monitoring

• Manage the documentation of Member Service Centre procedures, ensuring updates are assigned, reviewed and approved in line with standards.

• Provide cover in MSC when required and during busy periods.

• Assist in the process of death/disability claims

• Oversee external partner relationships to support service delivery, resolve issues and drive improved outcomes.

• Monitor and evaluate new technology trends within the sector to identify opportunities for service enhancement.

• Ensure the MSC team are up to date on policy changes that impact their roles.

• Responsible for the maintenance of high standards of compliance and governance. In particular our obligations under statutory areas such as Anti Money Laundering and Data Protections.

• Identify and implement any process improvements in the MSC.

• Recognize any training gaps within the team and organize training sessions in collaboration with the Operations Manager.

• Lead the delivery of excellent member service across all channels, ensuring queries are handled efficiently and to a high standard across the full range of Credit Union services.

• Any other duties assigned to them by the Operations Manager.

The above list of roles and responsibilities is not exhaustive and may be subject to change in line with the needs of the business.

Role Requirements

• At least 3 years’ experience in a Member Service/Call Centre environment, a 3rd level qualification would be desirable and has attained the relevant QFA qualifications for the role.

• Have a strong knowledge of the financial services sector and/or credit unions.

• Have a good understanding of the business operations and information systems.

• Have a high standard of customer service.

• Ability to lead a team, and an ability to motivate and support staff in achieving high performance and professional development.

• Teamwork and collaboration

• Excellent administrative, organisational and business support skills.

• Ability to multitask and work calmly under pressure.

• Strong analytical, communication and interpersonal skills.

If you are interested in this role, please submit your CV by 5pm on Friday 3rd July 2026 to

North West Credit Union is an Equal Opportunities Employer