Custome Relations Officer

Description:

This is an exciting opportunity for a highly motivated and customer focused individual to become a member of our Operations team as a Customer Relations Officer.
The Customer Relations team manage complaints from all Irish Life Health customers. Our aim is to raise the bar for complaint resolution by supporting the delivery of our EPICC promises. The team display our core values in every interaction with our customers and demonstrate that we care. They ensure that we are highly effective in the resolution of complaints, that customer satisfaction with the way complaints are resolved is critical and that, at all times, our complaints are handled in line with the Consumer Protection Code. Assessing the correct root cause of a complaint and interacting with colleagues to resolve each customer’s dissatisfaction, quickly, is a significant part of this role.
Excellent customer interaction skills are critical as well as the ability to understand complex situations and communicate clearly and concisely. The candidates will be passionate about customers and have a good level of technical knowledge in financial services, preferably insurance, products. Written and verbal communication skills should be exceptional.
Reporting to the Customer Relationship Manager, the successful candidate will be responsible for:

• Directly interacting with our customers to manage and resolve complaints in a diligent and comprehensive manner
• Working with colleagues to deliver in line with key performance indicators, service and performance measures
• Contributing in the generation of informative complaints analysis, educating colleagues on complaint trends and working with our front line agents to remove areas of customer dissatisfaction
• Ensuring complaints are always handled in a compliant manner.
• Avoiding the need for re-work for FSPO complaints escalations.
• Correct assessment of root cause of each complaint
• Building strong and collaborative relationships with colleagues