Job Description:
MCL Insurance Services (Ireland) Ltd is part of the MCL Insure Tech Ltd group.
Based in Northern Ireland since 1970, we are passionate about delivering exceptional online experiences for our customers.
In October 2019, we expanded our presence to Swords, Ireland.
Customer Service Role
We are seeking a skilled Customer Service professional to join our Customer Care team.
As a key member of our team, you will be responsible for managing all customer-related matters, including complaints, trust, social media, and telephone calls.
Key Responsibilities:
* Ensure regulatory compliance when handling and resolving customer complaints.
* Respond to formal complaints and data access requests related to our internet business.
* Manage telephone calls received through our cancellation line and internal diary requests.
* Respond to social media comments from Twitter, Trustpilot, Google reviews, and our blog.
Requirements
To be successful in this role, you must possess:
* A minimum of 2 GCSE passes at Grade C or above (or equivalent/higher qualifications, including English Language and Maths-related subjects).
* Excellent communication skills, both written and verbal.
* Experience and knowledge of Call Handling Systems.
* Ability to demonstrate high-level confidentiality.
* A minimum of 12 months experience in Customer Services, preferably in the insurance industry (but not essential).
* Excellent decision-making skills.
* Willingness to pursue APA/CIP insurance qualifications.
* Desirable: Excellent knowledge of Complaints handling, FCA, and TCF rules & regulations.
Benefits
As a valued member of our team, you will enjoy:
* 37.5 hours per week (Monday-Friday, 9am-5pm).
* Hybrid model: one week in the office and one week at home.
* Must have own facilities to work from home, strong internet connection, and a private room to work from.
* 30 days annual leave inclusive of 4 bank holidays.
* The successful candidate will participate in a comprehensive four-week training program, providing the necessary skills and product knowledge for success in this role.
* Employees receive a discount on their insurance policies purchased through the Company.