Customer Service Administrator
Dublin, IE
- 2x Permanent full time positions
- 2x 12 months Fixed Term Contract positions
- Hybrid role based in our Dublin City Centre offices/ Cork 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 is only possible when we work best together—in a supportive, collaborative environment where every idea and contribution is valued.
Role Overview
This is an exciting opportunity for a highly motivated individual to join the Customer Service Health Operations team within Customer Solutions.
Customer Solutions oversees all service and renewals interactions with Irish Life Health customers (over 500,000 contacts per year).
Our goal is to deliver exceptional customer satisfaction and experience and to resolve dissatisfaction at the first point of contact, in line with our EPICC values.
The team lives the Irish Life values by putting customers at the heart of everything we do, working best together, doing the right thing, finding better ways of working and aiming high. We want our customers to feel understood, valued, reassured, in control, impressed and inspired. You will need excellent customer interaction skills, the ability to understand complex situations, and the ability to communicate clearly and empathetically across all channels, including voice and email. You should be passionate about helping customers and ideally have a good understanding of health insurance products. Exceptional written and verbal communication skills are essential.
Key Responsibilities
Reporting to the Customer Service Team Lead, the successful candidate will be responsible for:
• Collecting and processing health insurance premium payments from members accurately and on time.
• Recording and reconciling all payments in the system.
• Handling sensitive member information confidentially and professionally.
• Investigating any payment discrepancies or issues and ensuring timely resolution.
• Assisting in generating reports on premium payments, aged debt and reconciliation status.
• Supporting the automation and continuous improvement of payment collection and premium management processes.
• Managing and resolving customer queries diligently, comprehensively and in a timely manner.
• Directly interacting with our customers to manage and resolve dissatisfaction in a diligent and comprehensive manner, in line with ILH dissatisfaction, escalation process and ethos.
• Contributing to the generation of informative analysis on dissatisfaction experienced by our members, sharing insights on dissatisfaction trends and working with front line agents to remove root causes of customer dissatisfaction.
• Correctly assessing the root cause of each escalation to prevent repeat incidents and support continuous improvement.
The Person
• Passionate about delivering exceptional customer service
• Empathetic and able to put yourself in the customers’ shoes.
• Articulate, with excellent written and verbal communication skills.
• A strong team player with a proactive, “can do” attitude and a desire to get the job done.
• Always looking to improve, open to feedback and committed to being the best at what you do.
• Extremely organised, with strong attention to detail and good analytical skills.
• Able to work independently, exercise sound judgement and show initiative.
• Comfortable working in a fast-paced environment and responsive to urgent situations and changing priorities.
Qualifications:
- Preferably hold an APA PMI qualification or be committed to working towards it within agreed timelines.
- A minimum of 2 years’ experience in a customer facing role, preferably within Health Insurance or the wider Insurance/Financial Services industry.
Application Process
Please note the closing date for receipt of applications is Wednesday 27th May 2026. Applications will not be accepted after this date. The post will be advertised across the Irish Life/ Canada Life Group. *Please submit CV and Cover Letter to your application*
About us
Irish Life is one of Ireland’s largest financial institutions with a presence across a range of financial services markets and 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 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.
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.