Purpose of the Role

Our Customer Contact Team is the main channel through which customers and distribution channels deal with us directly. This involves handing their queries by both telephone and email and delivering on first contact resolution by executing a number of processes. We're accountable for delivering great service and enable our customers to thrive by looking after them brilliantly in every interaction.

Key Accountabilities

• Be accountable for delivering brilliant service in every telephone and email interaction with our customers
• Work with your team to deliver on both our service and customer experience metrics
• Develop an in depth understanding of the products serviced by New Ireland Assurance/Bank of Ireland Life
• Contribute proactively to the retention of existing business
• Work as one team with other parts of the organisation so that we can deliver a seamless service to our customers
• Communicate clearly and be solutions and customer focused when dealing with queries
• Participate in individual and team activities to maximise both individual and team performance

What is the opportunity?

This is a fantastic opportunity to join a high performing team and to develop a detailed knowledge of the life and pensions industry. You'll also get to join an award winning team - we're known for our customer focus and are delighted to hold the CCMA Small Contact Centre of the Year 2019 & 2020 award!

To be successful in this role you'll need to enjoy talking to people and working in a team in a busy team environment!! You'll need to be good at multitasking and enjoy variety in a role. If you do - we promise to deliver extensive training which will allow you to develop a comprehensive knowledge of our products and develop an exciting career in the life and pensions industry.

Essential Qualifications

You have a strong customer focus with good attention to detail and problem solving skills. An ability to work on your own initiative is key. You are known to have excellent communication, administration and organisational skills. An interest in financial markets combined with a willingness to complete industry exams (QFA) will ensure you can become qualified to do the job.

Essential Skills & Experience

• Customer focus: experience dealing with customers in either a face to face or over the phone environment
• Excellent communication skills - both written and verbal
• Solutions focused with strong problem solving and relationship management skills
• An interest in financial markets, the financial services industry and a desire to build on this knowledge
• PC literate with excellent administrative skills

Desirable Qualifications, Skills & Experience

• Financial services or Life and Pensions experience
• QFA/APA qualification or a willingness to work towards same