Customer Relations Manager — Health Insurance (Hybrid)

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

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.