Job Description
Full TimePermanentposition Hybrid role based in our City Centre offices 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- Role Overview To support the ambition of Irish Life Health to grow in the intermediary market, an exciting opportunity has arisen for a Broker Support Senior Specialist to work in the Intermediary Team. This is a fantastic opportunity for a detail- oriented, customer focused individual who is looking to advance their career. What you will help us to achieve The role of the Broker Support senior specialist is to lead a small team of agents who provide direct support to brokers. Your primary goal is to enhance broker satisfaction by ensuring smooth communication, efficient problem solving and proving brokers with all the necessary resources to thrive. You will play a crucial role in optimizing the performance of the broker support team. You will be responsible for delivering business objectives, and verifying that compliance, quality accuracy and service standards are achieved. More specific responsibilities will include As a Broker Support Senior Specialist your role will involve: Providing Brokers with high quality service and handles and resolves Broker and customer queries in an efficient and effective manner. Deals with complex queries e.g. complaints, appeals, claims etc. Ability to recommend improvements to service levels operations to ensure best solution is agreed Contributes to the smooth running of the Broker support team by taking broker calls and answering broker emails. Supports the team manager with technical input at internal and external meetings Provides support to the team in relation to daily customer service requests and coaches and trains new team members. Contributes and leads team projects to improve the service and efficiency of the team Monitors the quality of the outsourced activities according to service levels if required. What you will need to be successful in the role Ideally have CIP/APA qualification. Have a proven track record of delivering superior customer satisfaction. Relevant business experience ideally in operational team and knowledge of process and systems. Strong analytical, problem solving and decision-making skills. Ability to work collaboratively with a team of people with varied service, business and customer agenda. Strong organisational skills with the ability to prioritise across multiple tasks to tight timelines and to coordinate cross teamwork. Key Competencies Planning and Organising Problem Solving and Decision Making Building and Maintaining Relationships Delivering Superior Customer Satisfaction Team Working and Cross Functional Collaboration 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. Fitness & Probity This role is a 'controlled function' as defined by the Central Bank Reform Act 2010 Regulations 2011. Any appointment will be conditional on the company being satisfied that the appointee meets the requirements as set out in the Fitness and Probity standards issued by the Central Bank. This requires the company to complete prescribed due diligence to assess the appointee's fitness and probity. Further details on this due diligence process are available from CLE Human Resources. 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 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. To be considered for this role you will be redirected to and must complete the application process on our careers page. To start the process click the Apply button below to Login/Register.