Customer Assistance Executive

3 weeks ago

Dublin, Dublin City, Ireland Irish Life Group Services Limited Full time
Company: Irish Life Group Services Limited

- Full Time Permanent position
- Hybrid role based in our City Centre offices

What we offer

We have embraced a hybrid working model for most of our positions, which means that you can enjoy a balanced approach of working from home for part of the week and working from the office for the remainder of the week.

We offer a comprehensive benefits package including competitive salaries and bonuses, robust Learning and Development support, excellent Defined Contribution pension and comprehensive Wellbeing initiatives and support.

This is an exciting opportunity for highly motivated individuals to be part of the Customer Service Operations team in Irish Life.

The Customer Service Operations team are responsible for the management and oversight of all agent assisted customer interactions. Our aim is to raise the bar for customer satisfaction and experience and support dissatisfaction resolution first time in line with our EPICC values.

Excellent customer interaction skills are critical as well as the ability to understand complex situations and communicate clearly, concisely, and empathically through all channels including voice and email. Candidates will be passionate about customers and have a good level of technical knowledge in health insurance products. Written and verbal communication skills should be exceptional.

The successful candidate will be responsible for:

1. Directly interacting with our customers to manage and resolve dissatisfaction in a diligent and comprehensive manner in line with ILH dissatisfaction, escalation and complaints processes and ethos.
2. Collaborating with colleagues to deliver in line with key performance indicators, service, and performance measures.
3. Contributing to the generation of informative analysis regarding dissatisfaction experienced by our members, educating colleagues on dissatisfaction trends and working with our front-line agents to remove areas of customer dissatisfaction.
4. Ensuring escalations are always handled in a compliant manner, with a thorough knowledge of the dissatisfaction framework.
5. Avoiding the need for re-work in case an escalation progresses into a Complaint.
6. Correct assessment of root cause of each escalation to avoid repeat incidents.
7. Building strong and collaborative relationships with colleagues and stakeholders across the business.
8. Logging of complaints where a member remains dissatisfied following the outcome of informal investigation.
9. Assisting Customer Relations Officers in the management of complaints as required.
10. Processing of Data Access Requests as required in a compliant manner.
11. Providing members with written confirmation on the outcome of investigations.
12. Supporting day-to-day interactions within the team including premium management and agent support.

The Person:

1. Passionate about delivering exceptional customer service.
2. Empathetic towards customers.
3. Articulate with good written and verbal skills.
4. A strong team player with a desire to get the job done.
5. A desire for continually getting better and being the best at what you do.
6. Extremely organized analytical thinker.
7. Ability to work independently and demonstrate initiative.
8. Responsive to urgent situations.

Qualifications:

1. APA PMI
2. 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.

About us

Irish Life is one of Ireland's largest financial institutions with a presence across a range of financial services markets. We are one of Ireland's leading financial services groups with over 1.4 million customers. For over 80 years, we've been helping people to look after their life insurance, pension and investment needs, and more recently their health insurance.

The company reserves the right to draw up a shortlist as part of the selection process. Where Agency assistance is required the Irish Life Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Irish Life by Recruitment Agencies will not be accepted for this role.

Irish Life is proud to be an Equal Opportunities employer. We have created an environment of inclusion and growth to help people achieve their potential, to ensure they can bring their whole selves to work and to feel valued.

If you require any accommodations during the recruitment process please contact lifecareers@irishlife.ie and we will be delighted to ensure you are fully supported to be your best.

Irish Life Financial Services supports Equal Opportunity.
Irish Life Assurance plc is regulated by the Central Bank of Ireland.

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