Customer Care Technical Specialist - 123.- (temporary- Internal applicants only)

123 Money

  • Southside Dublin Dundrum, Co Dublin
  • Temporary
  • Full-time
  • 6 hours ago
Join 123.ie and make a difference every day.Whether you are just beginning your career or looking to take the next progressive step in your journey, 123.ie is an organization where you can be yourself, learn and develop and a place where your ideas and contributions matter.As part of RSA Insurance Ireland, we have offices in Belfast, Galway, and Dublin, we have embraced hybrid work empowering our people to work flexibly and to suit their individual needs, which enables them to deliver great service to the customers we look after every day.At RSA and 123.ie we empower our customers to make a difference in their lives. And the same goes for our employees. We are proud to have 32 different nationalities represented in our workforce. Our diverse customer base benefits from the diverse perspectives of our teams that serve them, solving complex problems with creative ideas.As a proud member of the Intact family, we’re part of something bigger with a presence in North America, the UK, and Europe. Our business has grown organically and through acquisitions to over $21 billion of total annual premiums.We want you to thrive and grow with us – and we’ll give you all the tools, flexibility and learning opportunities you need to do it.And, if you bring your best, then we promise to give you, our best.Culture and Community123.ie is a purpose-driven business – our purpose is to ‘help people, businesses, and society prosper in good times, and be resilient in bad times’.We do that by living our values – Integrity, Respect, Customer-driven, Excellence, and Generosity – in everything that we do.We provide an open and honest workplace – where everybody contributes, and every view is listened-to and respected.Generosity is in our DNA and is the value that guides and enables our people to help others, protect the environment and make our communities more resilient. It drives our efforts to care for people and to give our time, financial resources and talent. We’re also committed to helping society adapt to a changing climate taking reasonable care to ensure that our business activities are conducted in an environmentally sustainable manner.Our stats don’t lie… in our annual engagement survey87% of our people celebrate the diversity in their teams and the wider company90% of our people feel safe to speak up and share if they’ve made a mistake91% of our people feel valued and respected by leadership89% of our people are benefiting and thriving through our hybrid working modelSo if you want to make a difference every day, we’d love to have you.Technical Customer Service Specialist - Temporary (Open to internal applicants only)Exciting opportunity for a Qualified Insurance professional to join our team. The Technical Services Specialist will be able demonstrate strong technical knowledge of your function, as well as exceptional customer engagement.The Technical Service Specialist will be responsible for ensuring there is a high level of product knowledge and technical capability across the department and will work with the Training and Quality team to deliver training and carry out 1:1/group coaching and mentoring to the members of the team from MCC to BAU members.The Customer Care lead will directly report to the Customer Service Operations leaders ensuring a high standard on quality combined with driving a high performing team and in delivery with every interaction with customers for renewal customers and all customers post policy purchase.The Technical Service Specialist time will be spent working on driving improvements, training and coaching initiatives and acting as a Subject Matter Expert and point of referral on projects and minor enhancements.Key responsibilities:
  • QA call monitoring/Agent Audits and coaching/mentoring as required
  • 1:1s with agents for call feedback, coaching and development
  • Liaising with the Training and Quality team, Complaints and leaders to continuously improve the training programmes and identify any training needs. Carry out training for new starts when required
  • Designing, developing, and delivering engaging training programmes to new and existing employees.
  • Keeping training material and learning aids updated.
  • Be a Subject Matter Expert for IT & Transformation projects and minor enhancements
  • Be a point of referral for more complex queries within the team
  • Demonstrated self-motivation and an ability to work independently without direct supervision
  • Receiving and responding to routine customer inquiries and resolve customer concerns
  • Responsible for helping to resolve problems and complaints.
  • Assists with escalated customer calls.
  • Performing other duties as assigned by leader
  • A desire to continue to develop skills and knowledge
  • Personal contribution to team productivity to drive a high performing team and work with leaders to drive team improvements, roll out any new initiatives and changes cascaded down from Digital and IT to team members
  • Assist with business, UW and Audit reviews, and actions
  • Involvement in projects, and other initiatives to execute strategy roadmap for Sales and Service.
Requirements:
  • Role Based in Dublin working Hybrid
  • APA Qualified or working towards CIP
  • Previous experiences working within a call or operation centre
  • A proven track record in relation to Technical Quality and Customer Engagement
  • Strong technical knowledge in both motor & home is an advantage
  • Self-drive and best in class execution and delivery
  • A passion for Customer Experience
  • Proficiency in Microsoft Office
  • Making things better everyday
Regulatory Requirements: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 you meet the requirements as set out in the Fitness & Probity standards issued in this Act.RSA Insurance Ireland DAC and its affiliate companies consider applicants on the basis of qualifications and without regard to race, colour, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability or any other legally protected status

123 Money