Full Time Permanent position
Hybrid role based in our Dublin City Centre offices/Cork Office

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-careers.com)

At Irish Life, our purpose is to help people build better futures. Our company values shape everything we do and underpin our vision of being the driving force behind Ireland’s financial, physical, and mental well-being.

We believe in doing the right thing—acting with integrity and making fair, responsible decisions. We aim high, setting ambitious goals and find better ways to innovate and improve. Our customers are at the heart of everything we do and we are dedicated to understanding their needs and exceeding their expectations. Achieving this is only possible when we work best together—in a supportive, collaborative environment where every idea and contribution is valued.

The Job:

This is an exciting opportunity for highly motivated individuals to join the Customer Relations Team in Irish Life.

The Customer Relations Team manages complaints from Irish Life Health customers. Our aim is to raise the bar on complaint resolution and to show, in every interaction, that we genuinely care. The team ensures complaints are resolved effectively, efficiently and in line with the Consumer Protection Code, with a strong emphasis on customer satisfaction and fair outcomes.

A key aspect of this role is accurately assessing the root cause of complaints, collaborating with colleagues to resolve issues quickly and using insights to prevent recurrence.

Excellent customer interaction skills are critical, as is the ability to understand complex situations and communicate clearly and concisely. You will be passionate about customers and have a good level of technical knowledge in financial services, preferably in insurance products. Written and verbal communication skills should be exceptional.

Key responsibilities:

As a Customer Relations Officer, you will:

• Directly interact with customers to manage and resolve concerns and complaints in a diligent, comprehensive and empathetic manner, in line with Irish Life Health’s dissatisfaction, escalation and complaints processes
• Collaborate with colleagues to deliver against key performance indicators, service standards and quality measures
• Contribute to informative complaints analysis, sharing insights and educating colleagues on complaint trends
• Work closely with front-line teams to help remove recurring causes of customer dissatisfaction
• Ensure complaints are always handled in a compliant manner, in line with the Consumer Protection Code and internal policies
• Focus on “right first time” complaint handling to minimise the need for re-work and Financial Services and Pensions Ombudsman (FSPO) escalations
• Accurately identify and record the root cause of each complaint to reduce repeat incidents
• Build strong, collaborative relationships with colleagues and stakeholders across the business

What we are looking for:

You will be:
• Passionate about delivering exceptional customer service
• Empathetic and able to support customers who may be experiencing stress or difficulty
• Articulate, with excellent written and verbal communication skills
• A strong team player with a genuine desire to get the job done and support others
• Highly organised, with strong attention to detail and an analytical mindset

You will be able to demonstrate:
• A strong customer focus, with high levels of empathy and emotional intelligence
• Strong problem-solving and analytical skills, with the ability to assess all aspects of a situation and reach fair, well-reasoned resolutions
• The ability to construct succinct, clear written and verbal communications on complex issues
• The capability to plan, prioritise and organise your work, and to work independently to achieve agreed goals and expectations
• The ability to remain calm under pressure and maintain high standards of service
• Curiosity and a strong desire to learn, grow and be the best at what you do

Qualifications & Experience:

Essential:• Must hold an APA (PM) qualification
• A minimum of 24 months’ experience in a customer-facing role
Desirable:
• Experience in Health Insurance or the wider Insurance / Financial Services industry
• Previous experience of complaints handling, regulated customer interactions or working within a Consumer Protection Code environment

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 Irish Life Health Human Resources.

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.

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 lifecareers@irishlife.ie 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.

Customer Relations Officer

Benefits

Job Description