Join RSA and make a difference every day. 

Whether you are just beginning your career or looking to take the next progressive step in your journey, RSA Insurance Ireland is an organization where you can be yourself, learn and develop and a place where your ideas and contributions matter.  

With 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. Our Dublin office is also home to our sister-company 123.ie.        

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 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 Community 

 RSA 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 survey  

87% of our people celebrate the diversity in their teams and the wider company  

90% of our people feel safe to speak up and share if they’ve made a mistake  

91% of our people feel valued and respected by leadership  

89% of our people are benefiting and thriving through our hybrid working model 

Customer Assurance Specialist

Here in RSA Insurance, we have a highly skilled team to ensure we deliver an outstanding customer experience at every point of contact. We pride ourselves on being an innovative leader in the insurance industry when it comes to what we provide and how we provide it. We commit to exceptional standards of customer care and professionalism. We can offer you a vibrant and dynamic environment to work in with supporting towards your insurance qualification and most importantly developing a growing highly rewarding career in insurance.

Reporting to the Customer Assurance Manager, the Customer Assurance Technical Specialist will be responsible for day-to-day activity management of the complaint handlers, referral point for the business on complaint queries, business training for complaint identification and complaint handling, monthly quality assurance reviews, case management of Financial Services and Pensions Ombudsman (FSPO) complaints and act as a senior complaint handler for complex cases.

Key Responsibilities:

• Referral point for complaint queries from complaint handlers across RSA and 123.ie.
• Point of escalation for customers wishing to query their complaint response.
• Assisting with complaint handling.
• Recommending and delivering changes to improve the effectiveness of the complaint’s management process.
• Providing on demand training for any emerging trends in the identification or handling of complaints for customer facing teams.
• Collaboration with the Training and Quality team to continuously improve the training programmes and identify any training needs.
• Designing, developing, and delivering engaging complaint training programmes to new and existing employees.
• Keeping training material, learning aids and process documents updated.
• Directing complaint handlers daily work.
• Management of FSPO case reviews and response to investigation queries. This includes mediating with the FSPO to resolve disputes.
• Managing complaints data quality programme.
• Monitoring and evaluating complaint handler performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Documenting and maintaining all complaint handling processes.
• Processing Data Access requests.

Requirements:

• CIP qualified.
• 2 years complaint handling experience or equivalent in a specialist customer service role.
• To demonstrate a real passion for proactive problem solving and providing excellent customer service.
• Adaptable, flexible, collaborative and results driven.
• Ability to work autonomously.
• Ability to communicate with all levels including senior management across the business.
• Decision maker, independent thinker, team player, strong organisational skills.
• Excellent time management skills - ability to multi-task and make priority-based decisions.
• Analytical, Resilient and a strong customer focus.
• Strong negotiation and mitigation skills.
• Proven ability to work to regulatory timelines.
• Confident in providing constructive and solution focused feedback.

Regulatory Requirements:

• CIP qualified and must maintain CPD requirements.
• Working knowledge of Consumer Protection Code.
• This role is subject to the Fitness and Probity Standards (“The Standards”), issued under Section 50 of the Central Bank Reform Act 2010 and any subsequent amendments. The role holder must ensure they are fully aware of the Standards and in a position to comply with them fully always. 

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.