Assistant Manager - Customer Support/Operations

Irish Life Group; Dublin; Hybrid; EUR 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

Competitive salary and bonuses

Pension plan

Learning & Development support

Wellbeing initiatives

Job summary

Irish Life Health is seeking a Customer Relations Assistant Manager to lead the team handling complaints from customers. The role focuses on improving resolution effectiveness, compliance with the CPC, and delivering high customer satisfaction across all touchpoints.

You will manage a team, investigate complex cases, identify root causes, and work cross-functionally to prevent recurrence while upholding regulatory standards and company values.

Qualifications

• Experience leading teams and mentoring staff.
• Excellent written and verbal communication skills.
• Passion for delivering exceptional customer service in financial services.
• Proven track record in managing complex customer issues to resolution.
• Knowledge of health products, legislation, rules and policy terms and conditions.
• Highly organized, analytical thinker with strong problem-solving skills.
• Strong team player mindset and collaboration.
• Proficient with Microsoft Office.

Responsibilities

• Lead the Customer Relations team to ensure timely complaint resolution.
• Log, investigate and resolve complaints per CPC and SLAs.
• Identify trends and root causes using data and MI to drive improvements.
• Coach, train and develop team members to deliver high quality service.
• Ensure compliance with policies and regulatory requirements.
• Collaborate cross-functionally to improve customer experience.
• Provide coaching, feedback and leadership to foster a positive team culture.
• Raise issues early and make well-reasoned decisions within role scope.

Skills

Team leadership

Communication skills

Customer service excellence

Complaint handling

Problem solving

Health insurance knowledge

Microsoft Office

Education

APA (PM) qualification

Tools

Microsoft Office

Job description

• 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 to name but a few.

Further details on our benefits package can be accessed here Benefits (life-careers.com)

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. This requires the company to complete prescribed due diligence to assess the appointee’s fitness and probity. Further details on this due diligence process are available from Irish Life Health Human Resources.

Company Values

At Irish Life, our purpose is to help people build better futures. Our company values shape everything we do and underpin our vision of being the driving force behind Ireland’s financial, physical, and mental well-being.

We believe in doing the right thing—acting with integrity and making fair, responsible decisions. We aim high, setting ambitious goals and constantly find better ways to innovate and improve. Our customers are at the heart of everything we do, and we are dedicated to understanding their needs and exceeding their expectations. We believe that as a team we work best together, in a supportive, collaborative environment where every idea and contribution is valued.

If our company values resonate with you, we’d love to hear from you.

The Job

This is an exciting opportunity for a highly motivated individual to join the Customer Relations Team in Irish Life Health as an Assistant Manager.

The Customer Relations Team manages complaints from Irish Life Health customers. Our aim is to raise the bar on complaint resolution and to show, in every interaction, that we genuinely care. The team ensures complaints are resolved effectively, efficiently and in line with the Consumer Protection Code (CPC), with a strong emphasis on customer satisfaction and fair outcomes.

The role has overall responsibility for the management and resolution of complaints. This includes:

• Managing the team that resolves complaints to the member’s satisfaction
• Handling complex or escalated complaints
• Ensuring effective resolution of root causes across all areas of the business
• Reducing the volume and cost of complaints by improving customer experience

The role will identify trends, follow up and ensure closure on root causes, and produce and analyse detailed metrics that inform the business on what is needed to improve our customer experience. It operates independently and works across all functions, with the delegated authority to make the decisions needed to resolve complaints and to ensure all functions are highly responsive in resolving customer dissatisfaction.

Aside from ensuring we are compliant, a fundamental responsibility of the role is to continuously improve the effectiveness and robustness of the complaints process, ensuring complaints are handled in a compliant manner, quickly, and in a way that places customer needs at the heart of the business.

This role is crucial in informing the company on the effectiveness of our business in the eyes of the customer.

Key Responsibilities'

As a Customer Relations Assistant Manager, you will:

• Lead the Customer Relations team, managing workload, priorities and deadlines to ensure high-quality delivery.
• Ensure all complaints are logged, investigated and resolved in line with the CPC, internal processes and SLAs.
• Deliver a seamless customer experience, with clear ownership and accountability for complaint resolution.
• Use data and MI to identify trends, understand root causes of complaints and drive improvements across the business.
• Ensure customer communication is clear, brand-aligned and easy to understand, even for complex or technical issues.
• Oversee training and development to ensure the team has the skills and knowledge to resolve complaints effectively.
• Maintain compliance with company policies and regulatory, professional and legal requirements.
• Provide coaching, feedback and leadership, acting as a role model and fostering a positive, collaborative team culture.
• Work cross-functionally, challenging silos and collaborating with stakeholders to resolve issues and improve customer experience.
• Recognise problems early, review and assess evidence, and make effective, well-reasoned decisions within the scope of the role.

What we are looking for

You will have:

• Experience in managing teams, and the ability to lead, coach and develop others.
• Confident articulation and presentation skills in both written and verbal communication.
• Passion for delivering exceptional customer service and maintaining excellent standards of customer care.
• Proven experience in managing complex customer issues to resolution, ideally within Financial Services.
• Strong knowledge of health products, legislation, rules and policy terms and conditions
• Highly organised, analytical thinker with strong problem-solving skills.
• Strong team player mindset with a desire to get the job done and continually improve.
• Good knowledge of Microsoft Office.

Qualifications

• Must hold an APA (PM) qualification.
• A minimum of 5 years’ experience in a customer-facing role.
• 2 years’ experience managing teams and/or people.
• Experience in Health Insurance or the wider Insurance / Financial Services industry.
• Previous experience of complaints handling, regulated customer interactions, or working within a Consumer Protection Code environment

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 1.5 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.

It is a subsidiary of Great-West Lifeco and a member of the Power Financial Corporation group of companies.

We are proud of our culture of developing and supporting the growth and professional development of our people. The focus has resulted in a team of top talent with high standards, positioning us at the forefront of our industry.

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. We celebrate diversity of thought and perspective and want all of our employees to feel valued, respected and supported. We have built a culture that promotes equality and inclusion for all of our current and future employees and strive to ensure that our behaviours, processes and practices are aligned to this culture.

If you require any accommodations during the recruitment process please contact [e-mail] 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.