Customer Assistance Executive

Role Overview

This is an exciting opportunity for highly motivated individuals to be part of the Customer Service Operations team in Irish Life. 

The Customer Service Operations team are responsible for the management and oversight of all agent assisted customer interactions.   Our aim is to raise the bar for customer satisfaction and experience and support dissatisfaction resolution first time in line with our EPICC values.  

The team displays our core organisational values in every interaction with our customers, making them feel understood & valued, reassured & in control.

We value customer feedback, and we want to take every possible learning from all customer experiences. Therefore, assessing the root cause of any emerging issues and interacting with colleagues to improve performance, processes and systems 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, concisely, and empathically through all channels including voice and email.   The candidates will be passionate about customers and have a good level of technical knowledge in health insurance products.  Written and verbal communication skills should be exceptional.  

The Customer Service team is highly effective in providing first class service, following our agreed processes including the designed dissatisfaction framework.  . 
 

The successful candidate will be responsible for:

•    Directly interacting with our customers to manage and resolve dissatisfaction in a diligent and comprehensive manner in line with ILH dissatisfaction, escalation and complaints processes and ethos. 
•    Collaborating with colleagues to deliver in line with key performance indicators, service, and performance measures.
•    Contributing to the generation of informative analysis in respect of dissatisfaction experienced by our members, educating colleagues on dissatisfaction trends and working with our front-line agents to remove areas of customer dissatisfaction.
•    Ensuring escalations are always handled in a compliant manner, a thorough knowledge of the dissatisfaction framework.
•    Avoiding the need for re-work in case an escalation progresses into a Complaint.
•    Correct assessment of root cause of each escalation to avoid repeat incidents. 
•    Building strong and collaborative relationships with colleagues and stakeholders across the business.
•    Logging of complaints where a member remains dissatisfied following outcome of informal investigation. 
•    As required, assist Customer Relations Officers in the management of complaints 
•    Processing of Data Access Requests as required in a compliant manner. 
•    Ability to provide members with written confirmation on outcome of investigation.
•    Supporting day to day interactions within the team including premium management and agent support.
 

The Person:

•    Passionate about delivering exceptional customer service.
•    Empathetic towards customers. 
•    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 work independently and demonstrate initiative. 
•    Responsive to urgent situations. 

Qualifications: 
•    APA PMI 
•    A minimum of 24mths experience in customer facing role, preferably in Health Insurance or the Insurance industry.
 

Key Competencies