Duty Manager – Operations Are you passionate about delivering exceptional support and making a meaningful impact in people's lives? At AXA Assistance, we are committed to being there for our customers whenever they need us—every day of the week. To support this, we are seeking a dedicated and flexible Duty Manager with a CIP /APA plus PDI-04 qualification to join our Customer Centre in Athlone. What We Offer A predictable, set roster so you’ll always know your schedule in advance. 35 hours per week, with shifts scheduled between 7am and 10pm, including every third weekend. After completing your training and gaining confidence in your role, there is an exciting opportunity to work in a hybrid model, combining both office-based and remote work. What You'll Be Doing Under guidance from the team managers and product trainers, provide extra support to individuals during probationary periods. Ensure processes reflect current best practice and are visible to all. Resolve workflow and highlight performance issues within the team to the relevant team manager. Escalate issues as required to the team manager and keep them informed of day‑to‑day status. With service providers and compliance team, manage / elevate complaints in an effective and timely manner. Consistently Deliver The Service Standards And Contractual Agreements By Managing the quality of customer service by ensuring that all service delivery meets contractual and company quality standards. Working with the team managers by updating agents on all contractual changes promptly and accurately, using a range of training methods e.g. coaching, awareness seminars & help sheets. Ensuring that the company meets a 24hour/7day service capability by ensuring the contact centre has the right staff at the right time. Forecasting call volumes, and identifying trends across all departments. Planning resource needs in order to address trends identified and seasonal impacts with support from the team managers. Ensure consistent delivery of service and sales including TCF. To aid in the presentation of AXA Assistance service and products to potential new clients as well as existing clients. To Achieve All Relevant Service Standards Through Effective Monitoring, Coaching and Organisation of the Team Support and help the team, acting as primary referral point before team manager. Managing allocation of work within the team based on business priorities. Responsible for identifying individuals who require training updates and feedback this back to the team manager. Liaising with other duty managers or other team managers when your direct report is unavailable. Ensure regular and complete communication is encouraged and adopted throughout the department. The production of statistics or agent information (i.e. client reports / coaching forms) may be required if delegated by the Team Manager. To Ensure That High Quality Cost Efficient Service Is Maintained by the Team and That Remedial Action Is Identified, Agreed and Taken Where Problems With Service Delivery Are Experienced Accountable for cost containment and control of services/claims throughout their duration. Identifying process improvements to increase productivity and liaise with team manager to implement these. Act as a focal point for all client and customer complaints within the team, dealing with clients, customers and other external contacts in a courteous and professional manner. Make decisions on casework within the team – this will be determined by the nature of the cases and work undertaken by the team. To Work Together as One Contact Centre to Achieve Shared Goals Ensuring a consistent approach in motor & property. Working with the Irish / UK managers to ensure both sites work together to manage call volumes and support at busy times. Working with colleagues and managers to maximise synergies and transparency. Create team spirit by providing leadership. Create, encourage and promote multi‑skilling across the Assistance Lines. Supporting the other internal service areas during times of low activity. What You’ll Bring CIP Qualified, or APA plus PDI-04 and working towards accreditation. An excellent communicator, capable of influencing and asserting opinion at all levels. Proven experience as a team player, capable of operating effectively within a senior cross‑team management function. Proven ability to manage change. Strong coaching skills. Good communication skills – comfortable presenting to employees. Good planning and organisational skills. Good IT skills, and understanding of contact or claim centre tools and systems. Proven experience in a similar role is desirable, but not essential. Proven commercial awareness. Understanding of Irish & UK regulation including Treating Customers Fairly. A track record of delivering results as a team leader/manager is desirable. Proven people management experience and skills – building and leading teams is desirable. A high degree of drive and commitment is a must in this challenging role. Ability to demonstrate a highly professional work ethic and positive attitude. An approachable individual with excellent customer focus. Excellent problem solving and decision making skills. Benefits A competitive annual salary plus shift allowance. An annual company and performance-based bonus. Group Personal Pension Plan. Life assurance. Health Care Subsidy. 22 days of annual leave, increasing to 27 days with service. AXA Employee Discounts. Education support and learning opportunities. We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. If you have a long‑term condition or disability and require adjustments during the application or interview process, please send an email to AXA Partners Global HR Response – globalhr@partners.axa. Additional Note Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract). #J-18808-Ljbffr
A multinational insurance firm based in Athlone seeks a Claims Assessor responsible for delivering technical claims advice and ensuring quality call handling. The role involves maintaining relationships, managing complaints, and processing claims while adhering to company standards. Ideal candidates should have excellent communication skills and a commitment to professionalism. Additional benefits include a salary and performance-based bonus along with opportunities for career development and employee discounts. #J-18808-Ljbffr
What You’ll Be Doing You will be responsible for assessing claims in a proactive manner and providing technical claims advice in accordance with the applicable policy terms of each contract. Take personal ownership for the quality of allocated work, and the advice given to members of the public and intermediaries, ensuring the quality of call handling is in accordance with AXA Assistance service delivery standards. The role will require a certain level of technical claims knowledge and a calm, polite and assured telephone manner. Individual Responsibilities Build and maintain professional relationships to ensure efficient claims processing. Represent the company positively through professional appearance, conduct, and adherence to standards. Respond promptly to customer complaints and inquiries, ensuring polite and efficient communication. Keep the claims system accurate and up-to-date, updating notes after every call. Process priority claims accurately, thoroughly investigate to minimize fraud risk, and settle claims per policy and insurer liability. Act quickly on recoveries using all available channels. Customer Service Delivery Use relevant IT systems and tools effectively. Provide accurate, clear information to customers and partners, exceeding expectations. Know when to escalate issues to colleagues or managers. Follow procedures for handling complaints and compliments. Service Efficiency Maintain accurate case records and logs. Respond to calls within response time standards, especially during busy periods. Process claims according to department policies and authority levels. Teamwork Embrace AXA’s culture and values. Understand other teams’ roles and collaborate proactively. Organize daily tasks, support colleagues, and share workload during high demand. Communicate effectively with colleagues and managers. Perform any additional tasks as directed by the line manager. What You’ll Bring Excellent oral, written and numeric skills. CIP qualified or undertaking a course of study toward CIP accreditation. A good level of technical understanding in relevant area(s) is necessary. Previous experience within a call centre and/or across different shift patterns is desirable, but not essential. An excellent communicator, capable of influencing and asserting opinion at all levels Ability to demonstrate a highly professional work ethic A high degree of drive and commitment is a must in this challenging role. What We Offer Annual base salary Annual company & performance based bonus Group Personal Pension Plan Life assurance Health Care Subsidy 22 days annual leave, rising to 27 days with service AXA Employee Discounts Education Support and learning opportunities We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. If you have a long-term condition or disability and require adjustments during the application or interview process, please send an email to AXA Partners Global HR Response - globalhr@partners.axa #J-18808-Ljbffr
A leading insurance and assistance solutions provider is hiring a Solution Architect in Shannon, Ireland. The role involves leading architecture strategies, developing scalable solutions, and collaborating with diverse teams. Candidates should have 8+ years of IT experience, expertise in designing cloud-native applications, and hands-on experience with microservices and DevOps. This role is an exciting opportunity to shape the future of technology at the company and deliver impactful solutions that meet customer needs. #J-18808-Ljbffr
