Customer Support Administrator

About the Role and Company

Irish Life is one of Ireland's largest financial institutions, serving over 1.5 million customers with products including life insurance, pensions, investments, and health insurance. As part of the Great-West Lifeco and Power Financial Corporation groups, Irish Life has over 80 years of experience and a commitment to customer well-being and professional employee growth.

This position is a full-time permanent role based in Dundalk, County Louth. It offers a hybrid working model after initial training, allowing three days per week on-site and two days remote. The role includes a comprehensive benefits package, learning opportunities, and supports a culture of inclusion and equal opportunities.

Job Responsibilities

• Provide exceptional customer service through various channels including phone, email, and webchat.
• Engage with customers empathetically to understand and meet their needs.
• Use multiple IT systems effectively, including Microsoft Word, Excel, and Outlook.
• Work collaboratively with colleagues across departments to achieve shared objectives.
• Maintain a strong focus on meeting deadlines, targets, and service level agreements (SLAs).
• Continuously seek innovation and improvements in work processes.
• Participate actively in training and personal development initiatives.

Candidate Requirements

• Proven customer service experience; Senior positions require a minimum of two years and preferably financial services background.
• Strong verbal and written communication skills.
• Proficiency in Microsoft Office and adaptability to new systems.
• Motivation to deliver outstanding customer experiences with a team-oriented attitude.
• A growth mindset eager to learn and develop professionally.
• Minimum education: Leaving Certificate with specified grades or higher diploma/degree in business-related fields; relevant experience considered if Leaving Certificate was completed more than three years ago.
• Senior roles require Accredited Product Adviser (APA) designation in Life Assurance.

Benefits and Additional Information

• Competitive salary package with quarterly performance bonuses.
• Support and financial incentives for attaining QFA qualification.
• Clear progression path with potential promotion within 12 months.
• Annual leave enhanced with additional days for service milestones, life events, and milestone birthdays.
• Enhanced paid maternity/paternity leave and ‘baby care’ days.
• Rich pension, death-in-service and income protection plans.
• Health and wellness initiatives including Employee Assistance Programme, Digital Doctor access, and on-site gym.

Equal Opportunities and Recruitment Process

Irish Life values diversity and fosters an inclusive work environment where all employees can thrive. They ensure equity and support throughout the hiring process and encourage candidates needing accommodations to reach out. Recruitment agencies should note that unsolicited submissions are not accepted for this role and the company may shortlist candidates at its discretion.