Customer Assistance Executive

Irish Life Group Services Limited; Dublin; Hybrid; EUR 32,000 - 45,000; Full time

Benefits offered by this job

Hybrid working model

Competitive salaries and bonuses

Job summary

Irish Life Health is seeking a Customer Relations professional to manage complaints and escalations, aiming to transform dissatisfaction into delight. You will work within a framework aligned to the Consumer Protection Code and collaborate across teams to improve performance and customer outcomes.

The role requires a strong customer focus, excellent written and verbal skills, and the ability to communicate complex issues clearly under pressure.

Qualifications

• Must hold an APA PM.
• Minimum of 24 months experience in customer-facing role, preferably in Health Insurance.

Responsibilities

• Directly interacting with our customers to manage and resolve dissatisfaction in line with ILH processes.
• Collaborating with colleagues to meet KPI, service and performance targets.
• Generating informative analysis on dissatisfaction trends and educating frontline agents.
• Ensuring escalations are handled compliantly and understanding the dissatisfaction framework.
• Assess root causes to prevent repeat incidents and improve processes.

Skills

Customer focus

Written communication

Analytical skills

Team player

Education

APA PM

Job description

Select how often (in days) to receive an alert:

• Full TimePermanent position
• Hybrid role based in our City Centre offices/Cork Office

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.

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 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. Achieving this is only possible when we work best together—in a supportive, collaborative environment where every idea and contribution is valued.

The Job

This is an exciting opportunity for highly motivated individuals to be part of the Customer Relations Team in Irish Life Health.

The Customer Relations team manages complaints and escalations from Irish Life Health customers. Our aim is to raise the bar for dissatisfaction resolution and transform disappointment into delight. The team displays our core values (Innovation, Integrity, Customer First and Respect & Reward) in every interaction with our customers, making them feel Understood & Valued, Reassured & in Control and Impressed & Inspired.

The customer relations team is highly effective in following the designed dissatisfaction framework, we follow the Consumer Protection Code, but look to offer reasonable and fair outcomes to customer disputes.

We value customer feedback, and we want to take every possible learning from disappointing experiences. Therefore, assessing the root cause of the issues and interacting with colleagues to improve performance, processes and systems is a significant part of this role.

Excellent customer interaction skills are critical as well as the ability to understand complex situations and communicate clearly, concisely, and empathically. The candidates will be passionate about customers and have a good level of technical knowledge in financial services, preferably health insurance products. Written and verbal communication skills should be exceptional.

• 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.
• Collaborating with colleagues to deliver in line with key performance indicators, service, and performance measures.
• Contributing to the generation of informative analysis in respect of dissatisfaction experienced by our members, educating colleagues on dissatisfaction trends and working with our front-line agents to remove areas of customer dissatisfaction.
• Ensuring escalations are always handled in a compliant manner, a thorough knowledge of the dissatisfaction framework.
• Avoiding the need for re-work in case an escalation progresses into a Complaint.
• Correct assessment of root cause of each escalation to avoid repeat incidents

• Building strong and collaborative relationships with colleagues and stakeholders across the business.
• Logging of complaints where a member remains dissatisfied following outcome of informal investigation.
• As required, assist Customer Relations Officers in the management of complaints
• Processing of Data Access Requests as required in a compliant manner.
• Ability to provide members with written confirmation on outcome of investigation.

The successful candidate should be able to demonstrate the following attributes:

• A strong customer focus.
• The ability to construct succinct and clear written and verbal communications, about complex issues.
• Strong problem solving / analytical skills that can assess all aspects of a situation and draw a correct conclusion and resolution.
• Able to focus on what matters.
• The ability to remain calm under pressure and get the job done.

Qualifications:

• Must hold an APA PM.
• A minimum of 24 months experience in customer facing role, preferably in Health Insurance or the Insurance industry.

The Person

• 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.
• Extremely organised analytical thinker.
• Ability to work independently and demonstrate initiative.
• Responsive to urgent situations.

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.

About us

Irish Life is one of Ireland’s largest financial institutions with a presence across a range of financial services markets and 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 through Irish Life Health, their health insurance.

Irish Life Health provides Health Insurance to over 500,000 people across Ireland both directly and through Corporate schemes. Our Vision is to help people live healthier lives and we focus on providing access to healthcare solutions that will help our customers do this.

This includes offering services like 24/7 Digital Doctor; access to counsellors through our Healthy Minds programme and expert Physio support for acute back or neck pain across all of our Plans.

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 Health supports Equal Opportunity and is regulated by the Central Bank of Ireland.