At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. For more than 90 years, our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags, and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.
Your role in the team
In this role, you will act as a Trusted Advisor for Allstate and provide world-class service to Allstate agents and employees globally. Successful candidates will be trained to offer bilingual (French & English) first-level technical support for computer hardware and Allstate software issues, and you will work as part of a team in a dynamic technical support centre environment.
Interactions with our customers are through either a Chat or a Call platform. If your role is chat-based, you may be expected to manage several chats at the same time after initial training is completed.
Initial training will last for 2 weeks, with a staggered training and development plan delivered throughout a 6-month period. You will receive continued support from the mentor group, your team manager, and the quality team throughout your training.
Hours of Work
* Typical hours are 1pm-9pm or 2pm-10pm; however, flexibility is required.
* A rotational weekend shift on either a Saturday/Sunday every 4-5 weeks with flexibility.
Key Responsibilities
* Responding to incoming calls or chats as the first point of contact for clients with IT or product-related problems.
* Ability to work in a fast-paced, multi-tasking environment where your performance is measured against individual, team, business, and strategic goals.
* Diagnosing, documenting, and/or resolving issues by providing the appropriate resolution or following the escalation procedure.
* Following knowledge management principles by translating customer information into valuable and usable knowledge documentation.
* Engaging in a Continuous Improvement (CI) environment.
* Offering the customer an effortless experience with an emphasis on First Contact Resolution through timely and effective resolution of their issue.
* Using available tools and resources in an appropriate manner consistent with Allstate Northern Ireland (ANI) policy and procedures.
* Following the completion of the probation period, there will be ad hoc translation duties when required.
Essential Skills
* All applicants must demonstrate they have a legal right to work in the UK for employment at Allstate. Allstate is not providing sponsorship for this vacancy.
* Fluency in French and English, both written and spoken.
* GCSE English and Mathematics at Grade C or above (or equivalent).
* 1 year of previous work experience.
Candidates must also demonstrate the following:
* Ability to multi-task.
* Problem solving.
* Excellent written & verbal communication skills.
* Customer Focus.
Desirable Skills
* Previous experience of working in a Service Desk role is preferred but not essential.
* Previous customer service experience in any employment sector.
Closing date for this role: Thursday 6th February 2025
What We Offer
As Digital DNA’s Workplace of the Year 2020 & 2022 winners, we offer a generous benefits package that includes flexible annual leave entitlement, dental and healthcare insurance, an attractive pension package, and discounts on gym memberships, public transport, and parking.
Allstate invests heavily in your development; as an employee, you will have access to multiple world-class learning platforms and courses from our award-winning in-house Learning & Development team.
We pride ourselves in providing clear career paths and opportunities for internal mobility allowing you to further develop within the organization.
We encourage a better work-life balance, and you’ll have the opportunity to apply for various flexible working arrangements.
Statement on Fair Employment and Equal Opportunities
Allstate NI wishes to ensure equal opportunity is given to all job applicants. This company will not discriminate on the grounds of race, gender (including gender reassignment status), sexual orientation, religious belief, political opinion, marital status, age, or disability.
We are an equal opportunities employer. We welcome applications from all suitably qualified persons. However, as women are currently under-represented in our workforce, we would particularly welcome applications from women. All appointments will be made on merit.
Applicants should note Allstate NI complete AccessNI background checks on all candidates offered a position.
Posting End Date: 07 February 2025
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