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Customer Support - Existing Business

Date: 19-Nov-2021

Location: Dublin, IE

Company: Royal London Group

Job title: Customer Support – Existing Business

Contract type: 12 Month Contract   

Closing date: 12th December 2021

Location: Dublin


Royal London is the largest mutual life insurance, pensions, and investment company in the UK.  Since its foundation 160 years ago, Royal London has supported millions of people to protect and provide for themselves and their families.


Our culture is welcoming, friendly, flexible and we aim to make you always feel included. We welcome applications from individuals who have taken an extended career break or those who are transitioning from different sectors.


To support this, we are always open to discussing flexible working arrangements and as we transition to hybrid working, we will discuss working patterns or locations that ensure you have the freedom to be your best. It’s what makes Royal London a great place to work.


We believe that being together some of the time will help our colleagues to feel truly connected to our Spirit of Royal London culture. Many of us value the passing conversations, social interactions and building relationships that comes from being together in the office.


Royal London has a history of protecting its customers and their families in Ireland for over 180 years. Before our name was Royal London, we traded as Caledonian Life. We became part of Royal London Group following the acquisition of Royal Liver in July 2011. In December 2014, we rebranded to the Royal London name and look. We’re dedicated to selling market-leading protection policies. Our products are only available from authorised Financial Brokers, who offer impartial financial advice to best meet customer needs.


Role Purpose

Royal London Insurance DAC  is seeking applications for a Customer Support within Existing Business.


This role offers an excellent opportunity to enhance your people skills in a financial services environment and work with a successful team of customer support professionals.  


Key Accountabilities

  • Proactive communications with customers, to include but not limited to telephone, email & written queries from customers and providing the highest standard of customer service
  • Ensuring customers are dealt with accurately and efficiently, resolving their queries, at the same time adhering to company procedures
  • Process administrative documents to set standards and service level agreements and ensure records of same are kept in accordance with company policies
  • Ensuring all activities are carried out in full accordance with Treating Customers Fairly principles, the Consumer Protection Code and Royal London values


Essential Criteria

  • Customer Services experience preferably within Insurance and Banking.
  • 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
  • Ability to meet deadlines/ SLAs and manage pressure/ priorities.


Desirable Criteria

  • QFA Part Qualified or committed to undertaking QFA exams. Educational support will be provided by Royal London.


What we offer

  • We've always been proud to reward employees by offering a number of benefits such as Pensions and Protection, Performance and role-related benefits, Lifestyle and Wellbeing 
  • Our culture comes from within, or to put it another way, it comes from our people. It’s what makes Royal London a great place to work.
  • Our People Promise is something we live up to every day. We know we can rely on you, and you can expect plenty from us in return.
  • Glassdoor have again ranked as among the best places to work in the UK 


We are an equal opportunities employer. We work hard to attract the best talent for our award-winning team. We believe that embracing difference makes us stronger. Our diverse people bring us different skills – whatever their educational background, disability, gender, age, sexual orientation, race, religion, or belief.


In fact, the first pillar of our People Promise is designed to make sure you 'work somewhere inclusive'. We want to live up to this promise; it’s good for our people and good for our customers too, because our workforce should reflect our communities.