Overview
Customer Support - Existing Business at Royal London Group, Dublin, Ireland. Contract Type: Permanent. Working style: Hybrid. Date: 10 Sept 2025.
At Royal London Ireland, we are committed to delivering exceptional service to our customers and brokers. We are seeking applications for a customer-focused Existing Business Administrator to join our team. You will receive and resolve varied enquiries from the public, customers or brokers and ensure that they are dealt with efficiently and professionally providing excellent, efficient and professional support to Royal London Ireland’s customers.
About the role
* Take responsibility for all interactions with our customers, including telephone, email and written queries from customers and brokers, and ensure they are dealt with accurately and efficiently, whilst adhering to the company’s procedures.
* Ensure telephones are answered and customers are dealt with courteously and promptly with the highest level of Customer Service.
* Process administrative documents to set standards and service level agreements and ensure records of same are kept in accordance with company policies.
* Ensure all activities are carried out in accordance with Treating Customers Fairly principles and the Consumer Protection Code.
* Plan and organise own workload to ensure an efficient service.
* Record and resolve any expressions of customer dissatisfaction in line with company procedures. Refer customer complaints in line with company procedure.
About you
* Leaving Certificate with two honours and at least a B in ordinary level maths.
* QFA qualified or actively working towards qualification (to be completed within 9 months of joining).
* Experience in the Life Assurance industry or Financial Services.
You’ll also bring
* A strong commitment to delivering excellent customer service and going the extra mile to support customers and brokers.
* Excellent communication and interpersonal skills, with the ability to build rapport and handle queries with empathy and professionalism.
* High attention to detail and accuracy when working with data and numbers.
* Confidence using digital tools and systems, with strong PC literacy.
* Strong organisational skills and the ability to manage your own workload effectively.
* A collaborative, team-oriented mindset with a flexible, can-do attitude.
* A proactive approach to learning and professional development.
* A commitment to upholding company values and delivering service excellence.
* The ability to remain calm and focused under pressure and meet deadlines.
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 People Promise 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 inclusive 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 Central Bank Reform Act 2010 (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.
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