Customer Service Advisor - Call Centre

Laya healthcare; Ireland; Hybrid; EUR 28,000 - 36,000; Full time

Benefits offered by this job

Health insurance

€250 annual gym or club subsidy

Performance Related Pay scheme

Hybrid working model followingtraining

Wellbeing programmes and employee supp

Ongoing development, coaching and

career progression opportunities

Job summary

laya healthcare is recruiting a Customer Service Advisor to be the first point of contact for our members, guiding them through healthcare decisions, answering questions, and providing reassurance with exceptional service when it matters most.

You’ll thrive here if you enjoy solving problems, building connections and helping others, with a friendly, supportive team and a clear path for development and wellbeing programs. This role includes a hybrid working model after training.

Qualifications

• Excellent communication and listening skills.
• Ability to explain complex information clearly.
• Resilience and adaptability in fast-paced environments.
• Experience in customer service is beneficial but not essential.

Responsibilities

• Handle inbound calls from members professionally and supportive.
• Assist with queries relating to policies, claims, payments, renewals and cover options.
• Explain complex information clearly and confidently.
• Maintain accurate records and follow regulatory and business processes.
• Collaborate with colleagues to deliver outstanding member experiences.
• Aim to leave every interaction with a positive impression.

Skills

Communication

Active listening

Empathy

Problem solving

Phone confidence

Adaptability

Job description

Join One of Ireland's Leading Health Insurance Providers

Looking for a role where you can genuinely make a difference?

At laya healthcare, our Customer Service Advisors are at the heart of what we do. Every day, they help our members navigate important healthcare decisions, answer questions, provide reassurance and deliver exceptional service when it matters most.

If you're a people person who enjoys solving problems, building connections and helping others, we'd love to hear from you.

What You'll Be Doing

As the first point of contact for our members, you'll:

• Handle inbound calls from members in a professional and supportive manner
• Assist with queries relating to policies, claims, payments, renewals and cover options
• Simplify complex information and explain it clearly and confidently
• Resolve member concerns and complaints with empathy and good judgementMaintain accurate records and follow regulatory and business processes
• Work collaboratively with colleagues to deliver outstanding member experiences
• Help ensure every interaction leaves a positive and lasting impression

What We're Looking For

We're more interested in your attitude and potential than a perfect CV.

You'll thrive in this role if you have:

• Excellent communication and listening skills
• A genuine passion for helping people
• Confidence speaking with customers over the phone
• Strong problem-solving abilities and attention to detail
• Resilience and adaptability in a fast-paced environment
• The ability to remain calm and professional during challenging conversations

Previous customer service or contact centre experience is beneficial but not essential.

We invest heavily in our people because we know great service starts with a great team.

From day one, you'll benefit from:

• Health insurance
• €250 annual gym or club subsidy
• Performance Related Pay scheme
• Hybrid working model following training
• Wellbeing programmes and employee support initiatives
• 100% maternity and paternity pay after qualifying service
• Ongoing development, coaching and career progression opportunities

Training & Working Hours

We'll set you up for success with a comprehensive training programme designed to build your confidence and knowledge.

Training Period: 6 to 8 weeks (hybrid training programme)

Please note: Annual leave cannot be accommodated during the initial training period.

Working Pattern:

• Full-time role
• Rotational shifts Monday to Friday
• One Saturday shift approximately every five weeks

Build a Career That Matters

Whether you're looking to develop your customer service expertise, start a long-term career in healthcare, or join a company that genuinely values its people, this could be the opportunity you've been waiting for.

This role is classified as a regulated position under the Minimum Competency Code. Successful candidates must complete and maintain the required pre‑employment and ongoing competency assessments in line with regulatory standards.