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Customer Support - Existing Business
Date:
24 Jul 2025
Location:
Dublin, IE
Company:
Royal London Group
Contract Type: Permanent
Hybrid – office based 50% of time
About the Role:
Royal London Ireland is seeking applications for a Pension's Case Manager whose purpose is to develop broker relationships and deliver excellent service which promotes Royal London as the provider of choice for pension products.
Reporting to the Pensions Team Leader in the role as Pensions Case Manager, you will provide administrative support to our Brokers and our Sales Team as well as making regular, proactive contact to a panel of Brokers to ensure they have accurate and up to date information on all their cases alongside administration of new business applications, servicing and claims.
About the role
Develop broker relationships by providing excellent service which promotes Royal London Ireland as the provider of choice for pension products.
Provide administrative support for and on behalf of the Sales Team.
Deliver excellent customer service when dealing with varied and complex enquiries from Brokers and policyholders.
Be able to plan and prioritise own workload to ensure deadlines are achieved.
Maintain and continuously improve the policies and procedures for the provision of service and administrations tasks.
Contributes and opines on the future development of our pension offering.
Ensure all activities are carried out in accordance with Treating Customers fairly principles and the Consumer Protection Code.
Maintain records in accordance with RL policies and procedures.
About you
Criteria
QFA Qualified or working towards it.
APA at a minimum.
Experience in processing and handling queries on ALL pension products.
Previous experience in a Customer Service role.
Ability to meet deadlines/ SLAs and manage priorities.
Excellent communication and administration skills.
Demonstrate problem solving skills.
About Royal London Ireland
Based in our city centre location on St Stephen's Green in Dublin 2, Royal London Ireland is a fully owned subsidiary of the Royal London Mutual Insurance Society Limited, the largest mutual life, pensions, and investment company in the UK.
We are authorised by the Central Bank of Ireland and provide protection products through Financial Brokers across Ireland.
Our excellent customer service and mutual mindset means we take a longer-term view and focus on providing best customer outcomes.
Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling.
This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.
We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to public holidays, up to 14% employer matching pension scheme contribution and a contribution to private medical insurance.
You can see details of our benefits here - Our Benefits .
Inclusion, diversity and belonging
We're an Inclusive employer.
We celebrate and value different backgrounds and cultures across Royal London.
Our diverse people and perspectives give us a range of skills which are recognised and respected – whatever their background.
Central Bank of Ireland (CBI) Fitness & Probity Regime
Some of our roles are Control Functions (CF) as defined by the
Central Bank Reform Act 2010
(Sections 20 & 22)
Regulations 2011.
If a vacancy is for a CF, it will be indicated above.
For CF roles, appointment will be conditional on Royal London Ireland being fully satisfied that the appointee meets the requirements as set out in the Fitness and Probity Standards 2014 issued by the CBI.
In the case of proposed appointees to Pre-Approval Control Functions, this includes prior approval by the CBI of such appointments.
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