Customer Service Representative Dundalk

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• Full Time Permanent positions available
• Hybrid role based in our Dundalk office

Background

A rewarding career in Irish Life with opportunities to grow and develop. We have a comprehensive training and development, beginning with an intensive induction training course which is completed over a three‑month period, on‑site in our office in Dundalk.

Benefits

• A Hybrid Working Model, following the successful completion of the training program, where you can spend 3 days per week working in the office in Dundalk, and two days working from your home.
• Full support to achieve the QFA designation, the gold standard designation for finance professionals, as well as financial rewards for exam success.
• A competitive remuneration package which includes a quarterly performance‑related bonus scheme.
• A clear career path structure where you can potentially gain your first promotion within 12 months.
• An Annual Leave package with additional leave days when service milestones are reached, when you have specific life events to celebrate, and when you reach a milestone birthday.
• Enhanced paid maternity and paternity leave schemes as well as ‘baby care’ days.
• Valuable Company Pension, Death in Service and Income Protection Schemes.
• Health and wellness initiatives including access to our Employee Assistance Programme, Digital Doctor, and a fully equipped on‑site staff gym.

Role Overview

We are currently recruiting for both Customer Service Representatives, and Senior Customer Service Representatives in our Customer Centre in Dundalk Co Louth.

Customer Service Representatives will have proven customer service experience, a passion to help people, and a desire to learn about financial services.

Senior Customer Service Representatives will have at least 2 years Customer Service experience, ideally in the Financial Services sector, and hold the Accredited Product Adviser (APA) designation in Life Assurance.

What you will need to be successful in the role

• Excellent communication skills, both verbal and written, as you will engage with our customers through multiple channels (phone, email, webchat).
• A good working knowledge of Word, Excel and Outlook, along with an ability to work with multiple systems, and to learn and adapt to new ones.
• A strong drive for results, with a focus on consistently meeting and at times exceeding deadlines, targets and SLAs.
• A strong team spirit with a passion and drive to help our customers, and to deliver a best in class customer experience.
• An ability to work collaboratively with others across the organisation to meet shared objectives.
• An innovative approach to your work, looking out for improvements and making suggestions.
• A personal growth mindset, willing to maximise learning from each new opportunity.

Leaving Certificate to include Grade H5 in two subjects & Grade H6/O6 or higher in English and Maths, or equivalent.

If you have gone on to achieve a higher diploma or degree in a business­related topic, the minimum Leaving Certificate requirements do not apply.

If more than 3 years since completion of your Leaving Certificate, Minimum Education standards are not applicable, relevant customer service or financial services experience will be considered.

Verification of original Leaving Certificate results or Diploma/Degree will be sought if an offer of employment is made.

Responsibilities

Handle customer calls as a key part of your role

• Answer inbound calls and make outbound calls in a professional, friendly manner.
• Listen carefully to understand the customer’s situation and what they need.
• Explain products, processes and next steps clearly and simply.
• Take ownership to make sure the customer’s query is resolved and they feel supported.

Respond to customer queries across multiple channels

• Handle customer queries received via email and webchat, providing clear, well‑structured written responses.
• Support customers who use our digital services and online portals, helping them to self‑serve where appropriate.
• Prioritise and manage your queue of calls, emails, webchats and cases to meet agreed service levels.

Complete accurate administration and system updates

• Log each interaction, updating customer and plan information in our systems.
• Process forms, requests, changes and follow‑up actions in line with procedures.
• Work across multiple systems and screens whilst maintaining high levels of accuracy and attention to detail.

Work to clear service levels, targets and quality standards

• Manage high volumes of work, including calls and cases, throughout your day.
• Work to agreed service levels (such as answering calls within targets and processing work within timelines).
• Meet individual and team performance targets, including quality, compliance and customer satisfaction measures.
• Receive regular coaching and feedback to support your development and performance.

Collaborate closely with colleagues and other teams

• Work as part of a supportive, collaborative team.
• Share knowledge and support colleagues with complex queries.
• Liaise with specialist teams to ensure customers receive the right expertise.
• Participate in team huddles, briefings and training sessions to stay current on products, processes and regulations.

How we will support you

• Complete a comprehensive induction programme on‑site in Dundalk.
• Learn our products, systems and customer service standards step by step.
• Receive support to achieve professional qualifications (e.g. APA / QFA), with financial rewards for exam success.
• Be encouraged to build a long‑term career through clear progression pathways and ongoing learning.

If you require any accommodations during the recruitment process please contact [email protected] and we will be delighted to ensure you are fully supported to be your best.

Equal Opportunity Statement

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.

ILFS supports Equal Opportunity and is regulated by the Central Bank of Ireland.