Pensions Case Manager - Customer Support

Royal London Group; Dublin; Hybrid; EUR 35,000 - 39,000; Full time

Benefits offered by this job

Discretionary bonus

Benefits package

Pension

Hybrid work

28 days annual leave

Job summary

Royal London Ireland is seeking a Pensions Case Manager - Customer Support to strengthen broker relationships and deliver excellent pension product service. You will support Brokers and the Sales Team, handle enquiries, and administer new business, servicing and claims from a Dublin base in a hybrid role.

Ideal candidates have QFA or APA, pension product knowledge, and strong customer service, communication, and administration skills.

Qualifications

• Experience processing and handling queries on ALL pension products.
• Previous experience in a Customer Service role.
• Ability to meet deadlines/ SLAs and manage priorities.
• Excellent communication and administration skills.
• Demonstrate problem solving skills.

Responsibilities

• Develop broker relationships and provide excellent service.
• Provide administrative support for the Sales Team and Brokers.
• Handle varied and complex inquiries from Brokers and policyholders.
• Plan and prioritise own workload to meet deadlines.
• Maintain and improve service and administration procedures.

Skills

Pensions knowledge

Customer service

Deadline management

Communication

Administration

Problem solving

Education

QFA Qualified or working towards it

APA at a minimum

Job description

Working style: Hybrid 50% home/office based

Closing date: 4th November 2026

Royal London Ireland is seeking applications for a Pensions Case Manger - Customer Support whose purpose is to develop broker relationships and deliver excellent service which promotes Royal London as the provider of choice for pension products.

Reporting to the Pensions Team Leader in the role as Pension Case Manger - Customer Support, you will provide administrative support to our Brokers and our Sales Team as well as making regular, proactive contact to a panel of Brokers to ensure they have accurate and up to date information on all their cases alongside administration of new business applications, servicing, and claims.

About The Role

• Develop broker relationships by providing excellent service which promotes Royal London Ireland as the provider of choice for pension products.
• Provide administrative support for and on behalf of the Sales Team.
• Deliver excellent customer service when dealing with varied and complex enquiries from Brokers and policyholders.
• Be able to plan and prioritise own workload to ensure deadlines are achieved.
• Maintain and continuously improve the policies and procedures for the provision of service and administrations tasks.
• Contributes and opines on the future development of our pension offering.
• Ensure all activities are carried out in accordance with Treating Customers fairly principles and the Consumer Protection Code.
• Maintain records in accordance with RL policies and procedures.

About You

• QFA Qualified or working towards it. APA at a minimum.
• Experience in processing and handling queries on ALL pension products.
• Previous experience in a Customer Service role.
• Ability to meet deadlines/ SLAs and manage priorities.
• Excellent communication and administration skills.
• Demonstrate problem solving skills.

Our approach to compensation is designed to help us attract, inspire and retain the best talent We aim to pay employees fairly and competitively across all levels and roles. The base salary range for this position is:

• €35,200 to €38,720

This range takes into account the wide range of factors that are considered when making compensation decisions, including but not limited to skill sets; role; skills and experience; and qualifications. This range is an estimate, and further details on salary and total compensation aspects will be shared with candidates during the recruitment process.

Base salary is only one component of our total package. Other rewards include participation in a discretionary bonus scheme and a comprehensive benefits package and pension. We are committed to fostering a flexible work environment that enables employees to thrive personally and professionally.

About Royal London Ireland

Based in our city centre location on St Stephen’s Green in Dublin 2, Royal London Ireland is a fully owned subsidiary of the Royal London Mutual Insurance Society Limited, the largest mutual life, pensions, and investment company in the UK. We are authorised by the Central Bank of Ireland and provide protection products through Financial Brokers across Ireland. Our excellent customer service and mutual mindset means we take a longer-term view and focus on providing best customer outcomes.

Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.

We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to public holidays, up to 14% employer matching pension scheme contribution and a contribution to private medical insurance. You can see details of our benefits here - Our Benefits. Please note benefits for colleagues in the UK and Ireland may vary, please ask our team for details.

Inclusion, diversity and belonging

We’re an Inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected – whatever their background.

Only candidates who possess a valid right to work in Ireland will be able to undertake this role. Unfortunately, Royal London are unable to offer visa sponsorship.

Controlled Functions

Some of our roles are ‘controlled functions’ as defined by the Central Bank Reform Act 2010 Central Bank Reform Act 2010 (Sections 20 and 22) Regulations and 2011 (S.I. No. 437 of 2011), as amended. If a vacancy is for a Controlled Function (CF), it will state this in the job title above. For CF roles, appointment will be conditional on Royal London Ireland being fully satisfied that the appointee meets the requirements as set out in the Fitness and Probity standards issued by the Central Bank of Ireland; as well the Minimum Competency Code Requirements, as applicable for the role