Description Of Business Unit

New Ireland is one of Ireland's leading life assurance companies. We look after customers at many of life's key achievements and enable them to thrive by delivering best in class range of protection, investment and pension solutions.

Purpose Of 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 completing a number of processes. We're accountable for delivering great service and enable our customers to thrive by looking after them sensibly 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 hard-working 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 award in 2019, 2020, 2021 and 2022!

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.

Ways Of Working

Working at Bank of Ireland doesn't have to mean working in an office to have an impact. Our commitment to enabling colleagues to thrive means that depending on role type, you can have choice and flexibility in where you work and live. We have a hybrid working model, with home, agile hub and office based options available. We will always list a primary location which can be where you go for in person teamwork, and we will cooperate with you where you can best perform your role.

Please note you must live in the jurisdiction for the business to which you are contracted.

#li-hybrid #ij-hybrid

Essential Skills and 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 and Experience

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

Key Competencies

• Customer Focused - Self
• Accountable - Self
• Agile - Self
• One Group, one team - Self
• Manage Risk - Self