Customer Support - Existing Business

Job Title: Customer Support Existing Business

Control Function: Yes

Contract Type: 12 Month Fixed Term

Location: St. Stephen’s Green, Dublin 2

Working style: Hybrid 50% home/ office based

Closing date: 16th June 2024

Royal London Ireland is seeking applications for a customer support Existing Business individual to join our Existing Business team on a fixed term basis.

This role offers the opportunity to join a dynamic and innovative team with a passion for delivering great service. This is an excellent opportunity for candidates who are customer focused and looking to develop within a Financial Services environment.

The Existing Business team is an integral part of the Operations area within Royal London Ireland.

The team look after a wide range of requests by phone, email, and post from both the end customers and Financial Brokers such as policy amendments, updating direct debit details, unpaid premium queries, and policy cancellations.

Key responsibilities

• Responsibility for all interactions with customers, to include but not limited to; telephone, email and written queries from customers and brokers to ensure they are dealt with accurately and efficiently, whilst adhering to the company’s procedures.
• Process administrative documents to set standards and service level agreements ensuring records are kept in accordance with company’s policies.
• Record and resolve any expressions of customer dissatisfaction in line with company procedures.

Criteria

• Accuracy with attention to detail and numeracy skills.
• IT literate.
• Strong communication skills.
• Ability to work on your own initiative and be able to work as part of a small professional team.
• APA or QFA Qualified or committed to undertaking QFA exams, educational support will be provided by Royal London.

About Royal London Ireland

Based in our city centre location on St Stephen’s Green in Dublin 2,  Royal London Ireland is a fully owned subsidiary of the Royal London Mutual Insurance Society Limited, the largest mutual life, pensions, and investment company in the UK. We are authorised by the Central Bank of Ireland and provide protection products through Financial Brokers across Ireland. Our excellent customer service and mutual mindset means we take a longer-term view and focus on providing best customer outcomes.

Our to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve. 

We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to public holidays, up to 14% employer matching pension scheme contribution and a contribution to private medical insurance. You can see details of our benefits here - Our Benefits . Please note benefits for colleagues in the UK and Ireland may vary, please ask our team for details.

Inclusion, diversity and belonging  

We’re an employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected – whatever their background. 

Central Bank of Ireland (CBI) Fitness & Probity Regime

Some of our roles are Control Functions (CF) as defined by the (Sections 20 & 22) Regulations 2011. If a vacancy is for a CF, it will be indicated above. For CF roles, appointment will be conditional on Royal London Ireland being fully satisfied that the appointee meets the requirements as set out in the Fitness and Probity Standards 2014 issued by the CBI. In the case of proposed appointees to Pre-Approval Control Functions, this includes prior approval by the CBI of such appointments.