Posted: 28 February
Offer description
About the Role
This is an exciting opportunity to join our Customer Service Operations team at Irish Life Group Services Limited. As a hybrid role, you will work from home for part of the week and in our City Centre offices for the remainder.
What We Offer
* A comprehensive benefits package including competitive salaries and bonuses
* Robust Learning and Development support
* Excellent Defined Contribution pension
* Comprehensive Wellbeing initiatives and support
Job Description
The successful candidate will be responsible for:
1. Directly interacting with customers to manage and resolve dissatisfaction in a diligent and comprehensive manner
2. Collaborating with colleagues to deliver key performance indicators, service, and performance measures
3. Generating informative analysis regarding dissatisfaction experienced by members
4. Ensuring escalations are handled in a compliant manner
5. Avoiding the need for re-work in case an escalation progresses into a Complaint
6. Logging complaints where a member remains dissatisfied following the outcome of informal investigation
7. Assisting Customer Relations Officers in the management of complaints as required
8. Processing of Data Access Requests as required in a compliant manner
9. Providing members with written confirmation on the outcome of investigations
10. Supporting day-to-day interactions within the team
The Person We Are Looking For
* Passionate about delivering exceptional customer service
* Empathetic towards customers
* Articulate with good written and verbal skills
* A strong team player with a desire to get the job done
* A desire for continually getting better and being the best at what you do
Qualifications
* APA PMI
* A minimum of 24 months experience in a customer-facing role, preferably in Health Insurance or the Insurance industry
Fitness & Probity
This role is a 'controlled function' as defined by the Central Bank Reform Act 2010 Regulations 2011. Any appointment will be conditional on the company being satisfied that the appointee meets the requirements as set out in the Fitness and Probity standards issued by the Central Bank.
