Irish Life is one of Ireland’s largest financial institutions with a presence across a range of financial services markets and over 1.4 million customers. For over 80 years, we’ve been helping people to look after their life insurance, pension and investment needs, and more recently through Irish Life Health, their health insurance.

Irish Life Health provides Health Insurance to over 500,000 people across Ireland both directly and through Corporate schemes. Our Vision is to help people live healthier lives and we focus on providing access to healthcare solutions that will help our customers do this. This includes offering services like 24/7 Digital Doctor; access to counsellors through our Healthy Minds programme and expert Physio support for acute back or neck pain across all of our Plans.

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)

Job Purpose

Based in Block D, E, F, Irish Life Health, Lower Abbey Street, Dublin or Irish Life Health, South Mall, Cork.

This is an exciting opportunity for highly motivated individuals to be part of the Customer Service Operations team. Customer Service Operations are responsible for the overall governance and oversight of all customer facing activities for existing ILH customers. We are managing over 500K interactions per annum ensuring that we unpin all activity with our EPICC promises.

Reporting into the Service Delivery Manager – Service, this team are responsible for the governance and oversight of our outsourced partners in addition to being key drivers to Automation@Scale programme.

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 health insurance products.

Key Accountabilities

• Day to Day KPI Delivery: Working with our outsourced providers to deliver in line with key performance indicators, service and performance measures

• Subject Matter Expert: Using their knowledge and experience, will support delivery of our transformation programme in addition to provide support and training to our in house and outsourced teams.

• Stakeholder management and team player: Builds excellent rapport with all stakeholders, including the Service and Business Transformation managers and executives.

• Governance & Oversight: Acts as the first point of contact for our outsourced partners and escalates as appropriate when any service challenges or concerns

• Business Readiness: Prepares the business through business readiness initiatives, including liaising with our company trainer when needed to support all agents.

• Business Knowledge & Communications: Displays a thorough understanding of the business, specifically customer service and provides timely and accurate information through written and oral communication or formal presentations.

• Best Practices: Identifies and recommends best practices to be used; brings practical experience into the team.

• Leadership: Leads by example and deputises as required for the Senior Manager Customer Service.

• Risk & Control: Act as the first line of defence and identify any potential areas of fraud and abuse of our product and processes. Identify and report on any ineffective or inefficient controls or claims processes, and provide inputs and recommendations into the correction of issues identified to Senior Management

• Customer Interaction: Directly interacting with our customers to manage and resolve queries in a diligent and comprehensive manner

• Cross Team Collaboration: Building strong and collaborative relationships with colleagues to support our customer journeys

Desired Knowledge / Experience / Skills

• 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

• Ability to delegate and manage teams to achieve best outcome

Qualifications:

• Must hold an APA PMI

• A minimum of 5 years experience in customer facing role, preferably in Health Insurance or the Insurance industry

Behavioural Competencies

Delivering Superior Customer Satisfaction

Planning and Organising

Team Working and Cross Functional Collaboration

Leadership

Risk and Control

Commercial Awareness

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 Irish Life Health Human Resources.

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.

Irish Life Health supports Equal Opportunity and is regulated by the Central Bank of Ireland.

Irish Life

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