RSA and 123.ie

Founded in 1710, we are a 300-year-old organisation that is empowering people to put the right things in place to prepare them for their future so that they can live a more fulfilled life free from worry and anxiety.

Built on resilience, expertise and human empathy, we provide insurance that makes people’s lives easier. We learn from our experiences and build on our strengths every day to deliver the best products and services in the market. We are always searching for the best protection for our customers with our extensive range of Commercial and Personal Lines products driven by our network of Insurance brokers, scale partners and via our 123.ie brand.

With a global footprint, we have leading positions in Scandinavia, Canada, the UK, Ireland and Middle East. In Ireland, we have offices in Belfast, Galway and Dublin, where we empower our people work flexibly to suit their needs and those of our customers.  We know that if we plan for tomorrow, we can truly make a positive impact on people’s lives today. 

Looking to the future

In order to be there for our customers during their greatest challenges we are looking for like-minded individuals who will embrace our strategy:

Our Vision — our ambition:
Prepared to make the difference

Our Mission — how we will live our vision:
Harnessing human expertise with agile technology

Our Purpose — why we go to work every day:
To empower people

Our Values — our DNA:
Love simplicity, Better every day, Do the right thing, Boundless ambition
We’re looking for people that are open, engaged, curious and striving to make a real difference – not only in their own lives – but in the lives of those around them.

Culture and Community

Culture and community is a key priority within our organisation.  We strive to create a diverse and vibrant workforce where everyone feels valued and everyone’s voice is heard. 

In RSA and 123.ie career progression is nurtured and performance is recognised. We help people move forward in life that’s why we put steps in place to encourage our colleagues to learn, adapt and grow.

We cultivate an open and transparent culture where people can be their true selves. RSA and 123.ie support a stimulated workforce where individuals feel more fulfilled in their role and more comfortable in who they are as a person. Most importantly, we care about our environment and the communities around us.
We support programmes and events that give back and enhance the lives of the vulnerable and those in need. We have a dedicated Corporate Responsibility programme that facilitates new ways of thinking to help reduce our carbon footprint, protect our planet for future generations and give back to our communities.

Training Specialist - Dublin 

We are looking for a Training Specialist to join our Training and Quality team. RSA and 123.ie has had an excellent reputation for providing outstanding customer experience, and our focus on Training and Quality plays an important part in this.

The Training Specialist will ensure that this focus remains high and that processes and standards are adhered to across teams.

Key Responsibilities:

• Training and Coaching others on our Quality Processes and Standards
• Creating interactive, blended Training Plans and Training Material for new and existing agents as required.
• Delivering training to new staff joining RSA and 123.ie.  Training will include Introduction to Insurance, Introduction to RSA & 123.ie and some Product, Systems and Skills Training.  This will include assessing trainee’s knowledge and ability and reporting back to management.
• Working with Tech Specialist & SME’s across RSA and 123.ie to created and facilitate training on system and product updates as required.
• Ensuring that all admin related to Training is completed and updated as required
• Driving continuous improvement in our interactions with customers.
• Creating interactive Training Plans and Training Material for new and existing agents as required.
• Completing evaluations on customer engagements assessing both Technical Quality and Customer Experience.
• Analysing and reporting on trends in Quality to the leadership team, providing recommendations and driving improvements.
• Facilitating Quality Calibration sessions to ensure that Quality scoring is consistent across all teams.
• Assessing Quality evaluations for accuracy and ensuring adherence to internal Quality processes.

 

Requirements:

• A strong performance record in a Customer Experience role
• Self-motivation and an ability to work independently without direct supervision
• Effective communication skills
• Exceptional Coaching Skills with a proven track record of improving performance through coaching.
• Previous experience training or coaching individuals in customer facing roles and designing training/coaching plans.
• A passion for Customer Experience.
• A keen interest in data and customer insights.
• Proficiency in Microsoft Office
• APA Qualification

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.