Blue Insurance
Blue Insurance
Blue Insurance
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Careers with Blue Insurance

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Customer Care Executive

Role Details
Role Title
Customer Care Executive
Primary Location
Dublin
Reports To
Customer Experience & Retention Teamleader
Direct reports
Customer Experience & Retention Manager
Works With
Internal
  • Customer Service Management
  • Customer Service Executives
  • IT
  • Compliance Team
  • Marketing Department
  • Senior Management
External
  • Underwritering Teams
  • Claims Teams
  • Product Managers
Role Purpose
  • The role of Customer Care Executive is to manage customer service inquiries, identify and assess customers' needs and achieve customer satisfaction.
What we ask of you
Function Specific Accountabilities
  • Dealing with Irish and UK customer queires over the phone, email & chat
  • Managing ticket queries responses within 24/48 hrs and escalating complaints to management if unable to resolve
  • Ensuring that customer queries are dealt with in accordance with the relevant procedure/policy
  • Identified errors/issues which impact customers/consumers whilst trying to resolve the issue
  • Complete midterm adjustments on policies
  • Manage social media accounts: Facebook, Trustpilot, Twitter
  • Support account queries: refunds, chargebacks, payment failures
  • Communicating internally and, where required, externally to Underwriters and Claims Teams
  • Support the Customer Service Department
Customer
  • Deliver exceptional customer service to internal & external customers within company guidelines and SLA's
  • Ensure all contacts and interactions are of the highest standard (written/phone/face-to-face), to communicate clearly and appropriately to all stakeholders
  • Ensure that all confidential information is handled in accordance with Company protocols & procedures
  • Responsible for customer relationship management
Communication
  • Ensure all contact and interactions are of the highest standards, communicating clearly and appropriately to all stakeholders
  • Ensure all communication is in line with the delivery of our Brand Promise to all stakeholders
What you'll bring
Skills, qualifications & experience
  • Minimum 2 years' experience dealing with customer service queries for a financial service provider, insurance sector preferred
  • Experience
  • Knowledge of a range of GI products an advantage
  • Experience of dealing with Irish and UK complaints a distinct advantage
  • One of the following a distinct advantage
    • Accredited Product Advisor, APA (Personal General Insurance)
    • Certified Insurance Practitioner, CIP
  • Strong customer focus with a view to delivery fair outcomes for customers
  • Organised with excellent attention to detail
  • Professional phone manner
  • Must have very strong written communication skills
  • Proficiency in Microsoft Word and Excel
  • Capacity to work independently and demonstrate initiative
Cover-More Values
Optimism
It's time to concentrate on what we can do to make things better. We embrace the language of optimism because we let our hopes, our talent and our dreams shape our future. We don't worry people; we excite and motivate them. We communicate with reassuring confidence, simple clarity and optimism grounded in expertise and ingenuity. What's ahead is very different to what got us here. And without optimism, people worry about life, travel plans are forgotten, businesses don't get created, talented people don't get hired and good ideas disappear without trace. So we look to hope, positivity and making better. Because that is where we see our collective future.
Caring
Caring and protecting are at the heart of who we are and what we do. We're here to make a positive difference in the lives of our customers, partners, colleagues, and the world we live in. We care about inspiring confidence, and we care about helping our customers and each other. Always. We want to protect life's journeys and make them the best they can be. To protect the moments yet to be shared. And the memories yet to be made.
Reliability
Trust can only be earned through reliability and delivering on the promises we make. By being honest and transparent. By being there when our customers, our partners and our colleagues need us most. We are experts in what we do, that's why we don't shout, we don't boast, we convince. We choose action over words any time, because our actions define our reliability. We stand by what we stand for.
Determination
Determination is about never giving up, even when things get tough. It is our commitment towards doing the right thing - even if that comes at a cost. We know that difficult roads often lead to beautiful destinations. So, we will always choose the difficult path in our sheer determination to be exceptional, agile, forward thinking, and successful. And unforgettable to our customers. Our customers know we will go that extra mile so that they can too.
Togetherness
We are one collective global group. Not them and us. Just us. We can only create a brighter future by working together. By reaching across international borders and internal boundaries. Togetherness is about acknowledging that none of us can have a bigger impact than all of us together. For us, togetherness is not thinking less of ourselves, but about thinking of ourselves less.
Renumeration
Renumeration
In-line with experience of successful candidate. Blue Insurance Ltd. is an equal opportunities employer.
How to Apply
Applications for the position should be made to careers@blueinsurance.ie.