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Personal Lines Technical Specialist

• Intact Insurance Ireland Designated Activity Company
• Ref: #JOB-2463628
• Brooklawn House, Galway W Bus , Knocknacarra, Galway, Co. Galway, H91 CRN2
• No of positions: 1
• Paid Position
• 35 hours per week
• 20.12 - 20.88 Euro Hourly
• Published On: 12 Aug 2026
• Closing On: 09 Sep 2026

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Job Description

53.2748680114746;-9.09746360778809;Brooklawn House, Galway W Bus , Knocknacarra , Galway , Co. Galway , H91 CRN2 We are seeking a skilled and motivated insurance professional to join our Customer Operations team as a Technical Services Specialist. This role is ideal for someone with strong technical insurance knowledge, a passion for customer excellence, and the ability to support continuous improvement across Customer Service. Reporting to the Technical Hub Team Leader, you will play a key role in enhancing technical capability, quality standards, and service effectiveness. You will support both day-to-day operational delivery and improvement initiatives that enhance customer experience and operational efficiency. Approximately 50% of your time will be dedicated to customer queries and underwriting tasks, with the remainder focused on training, coaching, quality enhancement, and continuous improvement activities. You will work closely with Product Specialists, Customer Service Operations Leads, the Training & Quality team, IT, Portfolio Pricing, and other business functions to deliver an excellent customer experience. Key Responsibilities Collaborate with Product Specialists and the Training & Quality team to identify capability gaps and training needs. Design, develop, and deliver training programmes for frontline employees. Maintain training materials to ensure alignment with product, process, and regulatory requirements. Provide coaching, mentoring, and on-the-floor support to improve technical accuracy and customer interactions. Act as a Subject Matter Expert (SME) for assigned product areas. Support continuous improvement initiatives by identifying pain points, analysing root causes, and validating solutions. Contribute operational insight during requirements gathering, solution design, and testing activities. Monitor quality trends and escalate improvement opportunities. Provide guidance on complex underwriting queries and refer high-risk cases where required. Participate in call monitoring, quality reviews, and feedback sessions. Translate frontline insights into customer pain points, complaint themes, QA findings, and emerging trends. Support the implementation of regulatory, product, and process changes. Demonstrate strong problem-solving skills and a commitment to first-time resolution. Requirements APA qualified or actively working towards CIP. Experience in a call centre, customer service, or insurance operations environment. Proven ability to deliver technical accuracy and excellent customer service. Technical knowledge of motor and home insurance is advantageous. Strong analytical, problem-solving, and organisational skills. Self-motivated with a commitment to quality and continuous improvement. Passionate about improving customer experiences. Proficient in Microsoft Office and comfortable learning new systems and tools. Regulatory Requirements If this role is defined as a Controlled Function under the Central Bank Reform Act 2010 Regulations 2011, any appointment will be conditional upon meeting the Fitness & Probity Standards issued by

• Sector:

Career Level

• Professional

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