Customer Relations Officer

Location: Dublin, IE Company: Irish Life Group Services Limited

• Full Time Permanent position
• Hybrid role based in our City Centre offices

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)
Background Hybrid Model - Based out of Block D, E, F, Irish Life Health, Lower Abbey Street, Dublin or Irish Life Health, South Mall, Cork.

Irish Life Health (ILH) is a member company of the Irish Life Group, which is one of Irelands leading financial institutions. ILH’s ambition is to grow further by continuing to offer both innovative products and excellent service to our new and existing customers.
The Job This is an exciting opportunity for a highly motivated and customer focused individual to become a member of our Operations team as a Customer Relations Officer.
The Customer Relations team manage complaints from all Irish Life Health customers. Our aim is to raise the bar for complaint resolution by supporting the delivery of our EPICC promises. The team display our core values in every interaction with our customers and demonstrate that we care. They ensure that we are highly effective in the resolution of complaints, that customer satisfaction with the way complaints are resolved is critical and that, at all times, our complaints are handled in line with the Consumer Protection Code. Assessing the correct root cause of a complaint and interacting with colleagues to resolve each customer’s dissatisfaction, quickly, 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 and concisely. The candidates will be passionate about customers and have a good level of technical knowledge in financial services, preferably insurance, products. Written and verbal communication skills should be exceptional.
Reporting to the Customer Relationship Manager, the successful candidate will be responsible for:

• Directly interacting with our customers to manage and resolve complaints in a diligent and comprehensive manner
• Working with colleagues to deliver in line with key performance indicators, service and performance measures
• Contributing in the generation of informative complaints analysis, educating colleagues on complaint trends and working with our front line agents to remove areas of customer dissatisfaction
• Ensuring complaints are always handled in a compliant manner.
• Avoiding the need for re-work for FSPO complaints escalations.
• Correct assessment of root cause of each complaint
• Building strong and collaborative relationships with colleagues

The Person

• Passionate about delivering exceptional customer service
• 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

Qualifications:

• Must hold APA PMI
• A minimum of 12mths experience in customer facing role

Key Competencies Risk and Control Commercial Awareness Communication & Influencing Delivering Superior Customer Satisfaction Team Working & Cross Functional Collaboration Problem Solving and Decision Making Fitness & Probity

This role is a ‘controlled function’ as defined by the Central Bank Reform Act 2010 Regulations 2011. Any appointment will be conditional on the company being satisfied that the appointee meets the requirements as set out in the Fitness and Probity standards issued by the Central Bank. This requires the company to complete prescribed due diligence to assess the appointee’s fitness and probity. Further details on this due diligence process are available from HR.

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.
If you require any accommodations during the recruitment process please contact lifecareers@irishlife.ie and we will be delighted to ensure you are fully supported to be your best.

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