Customer Service Representative Dundalk

LGBT Great; Dundalk; Hybrid; EUR 28,000 - 40,000; Full time

Benefits offered by this job

Hybrid working model

QFA designation support

Bonus scheme

Career progression

Annual leave

Maternity/paternity leave

Pension

Wellbeing programmes

Job summary

Irish Life in Dundalk offers full-time, hybrid roles in our customer service centre. We recruit for Customer Service Representatives and Senior Representatives, with structured induction on site in Dundalk and ongoing training.

The role focuses on delivering high-quality customer experiences across life, pensions and investments, with support for professional qualifications. Employees benefit from a blended work model, opportunities for progression, and a comprehensive benefits package including

Qualifications

• Excellent communication skills, both verbal and written, across phone, email, and webchat channels.
• Proficient in Word, Excel and Outlook; able to learn multiple systems.
• Strong drive for results; able to meet deadlines and SLAs.
• Team-oriented with a collaborative approach to cross‑team work.
• Willingness to learn and apply new skills, with a growth mindset.

Responsibilities

• Handle customer calls as a core duty.
• Answer inbound and make outbound calls professionally.
• Listen to understand customer needs and explain products clearly.
• Take ownership to resolve queries and provide support.
• Respond to queries across multiple channels (phone, email, webchat).
• Log interactions and update information in systems accurately.
• Support customers using digital services and portals.
• Meet service levels and quality targets; manage workload.

Skills

Communication skills

Word Excel Outlook

Multi-channel communication

Team collaboration

Results driven

Adaptability

Growth mindset

Education

Leaving Certificate

Business-related higher diploma/degree

Equivalent qualifications after gap

Tools

MS Office suite

Job description

Full Time Permanent positions available

Hybrid role based in our Dundalk 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 this is only possible when we work best together—in a supportive, collaborative environment where every idea and contribution is valued.

Background

A rewarding career in Irish Life with opportunities to grow and develop. We have a comprehensive training and development, beginning with an intensive induction training course which is completed over a three -month period, on-site in our office in Dundalk.

Some benefits we offer

• A Hybrid Working Model, following the successful completion of the training program, where you can spend 3 days per week working in the office in Dundalk, and two days working from your home.
• Full support to achieve the QFA designation, the gold standard designation for finance professionals, as well as financial rewards for exam success.
• A competitive remuneration package which includes a quarterly performance-related bonus scheme.
• A clear career path structure where you can potentially gain your first promotion within 12 months.
• An Annual Leave package with additional leave days when service milestones are reached, when you have specific life events to celebrate, and when you reach a milestone birthday.
• Enhanced paid maternity and paternity leave schemes as well as ‘baby care’ days.
• Valuable Company Pension, Death in Service and Income Protection Schemes.
• Health and wellness initiatives including access to our Employee Assistance Programme, Digital Doctor, and a fully equipped on-site staff gym.

Role Overview

Due to continued growth and success, we are currently recruiting for both Customer Service Representatives, and Senior Customer Service Representatives in our Customer Centre in Dundalk Co Louth.

Customer Service Representatives will have proven customer service experience, a passion to help people, and a desire to learn about financial services.

Senior Customer Service Representatives will have at least 2 years Customer Service experience, ideally in the Financial Services sector, and hold the Accredited Product Adviser (APA) designation in Life Assurance.

What you will need to be successful in the role

• Excellent communication skills, both verbal and written, as you will engage with our customers through multiple channels (phone, email, webchat).
• A good working knowledge of Word, Excel and Outlook, along with an ability to work with multiple systems, and to learn and adapt to new ones.
• A strong drive for results, with a focus on consistently meeting and at times exceeding deadlines, targets and SLAs.
• A strong team spirit with a passion and drive to help our customers, and to deliver a best in class customer experience.
• An ability to work collaboratively with others across the organisation to meet shared objectives.
• An innovative approach to your work, looking out for improvements and making suggestions.
• A personal growth mindset, willing to maximise learning from each new opportunity.

Minimum Education Requirements

Leaving Certificate to include Grade H5 in two subjects & Grade H6/O6 or higher in English and Maths, or equivalent.

or

If you have gone on to achieve a higher diploma or degree in a business-related topic, the minimum Leaving Certificate requirements do not apply.

If more than 3 years since completion of your Leaving Certificate, Minimum Education standards are not applicable, relevant customer service or financial services experience will be considered.

Verification of original Leaving Certificate results or Diploma/Degree will be sought if an offer of employment is made.

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.

What a typical day looks like in your new role

As a Customer Service Representative in Irish Life’s Customer Service Centre in Dundalk, you will be part of a large, multiteam centre supporting customers across our Life, Pensions and Savings & Investments businesses. Our teams play a key, customerfacing role, helping customers at every stage of their journey with Irish Life.

We support customers across their full lifecycle: from arranging Financial Adviser appointments and processing new business applications, to welcoming new customers, supporting them throughout the life of their plan via phone, email, webchat and digital channels, and providing dedicated help at claim and complaint stage. Our teams work together as one centre to make sure customers are supported at every step.

In many teams, a significant proportion of your time will be spent speaking with customers on the phone, complemented by email, webchat and administrative activities. The exact balance will depend on the team you join and may change over time in line with customer and business needs, but being comfortable and confident on the phone will remain a core expectation for everyone in the Customer Service Centre.

What you will do

• Handle customer calls as a key part of your role
• Answer inbound calls and make outbound calls in a professional, friendly manner
• Listen carefully to understand the customer’s situation and what they need
• Explain products, processes and next steps clearly and simply
• Take ownership to make sure the customer’s query is resolved and they feel supported
• Respond to customer queries across multiple channels
• Handle customer queries received via email and webchat, providing clear, well structured written responses
• Support customers who use our digital services and online portals, helping them to selfserve where appropriate
• Prioritise and manage your queue of calls, emails, webchats and cases to meet agreed service levels
• Complete accurate administration and system updates
• Log each interaction, updating customer and plan information in our systems
• Process forms, requests, changes and followup actions in line with procedures
• Work across multiple systems and screens whilst maintaining high levels of accuracy and attention to detail
• Work to clear service levels, targets and quality standards
• Manage high volumes of work, including calls and cases, throughout your day
• Work to agreed service levels (such as answering calls within targets and processing work within timelines)
• Meet individual and team performance targets, including quality, compliance and customer satisfaction measures
• Receive regular coaching and feedback to support your development and performance
• Collaborate closely with colleagues and other teams
• Work as part of a supportive, collaborative team
• Share knowledge and support colleagues with complex queries
• Liaise with specialist teams to ensure customers receive the right expertise
• Participate in team huddles, briefings and training sessions to stay current on products, processes and regulations

How we will support you

• Complete a comprehensive induction programme onsite in Dundalk
• Learn our products, systems and customer service standards step by step
• Receive support to achieve professional qualifications (e.g. APA / QFA), with financial rewards for exam success
• Be encouraged to build a longterm career through clear progression pathways and ongoing learning

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