Customer Assistance Executive

Canada Life; Dublin; Híbrido; EUR 32 000 - 42 000; Tempo integral

Resumo da oferta

Irish Life Health is seeking motivated individuals to join the Customer Relations Team in a hybrid role. You will manage complaints and escalations, raising the bar for dissatisfaction resolution and turning disappointment into delight.

The role requires excellent communication, empathy, and financial services knowledge, with a strong focus on customer outcomes and collaboration across the team. Hybrid model with office presence is available in City Centre Dublin and Cork.

Qualificações

• Minimum 24 months experience in a customer-facing role, preferably in Health Insurance or the Insurance industry.
• Excellent written and verbal communication.
• Empathetic towards customers.
• Strong team player with an organised, analytical mindset.

Responsabilidades

• Interact with customers to manage and resolve dissatisfaction.
• Collaborate with colleagues to meet KPIs and service measures.
• Analyze dissatisfaction trends and contribute to process improvements.
• Log complaints when customers remain dissatisfied after investigation.
• Assist Customer Relations Officers in managing complaints as required.
• Process Data Access Requests in a compliant manner.

Conhecimentos

Customer service

Communication

Analytical thinking

Formação académica

APA PM

Ferramentas

CRM systems

Descrição da oferta de emprego

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

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.

Responsibilities

• 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.

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 indepe