Customer Service Representative for Sentry Insurance handling phone inquiries and providing quality customer service. Join one of the largest mutual insurance companies in the U.S. and be a part of a growing team.
VG
Hybrid Customer Service Operations Analyst – Elevate Programme for Early Careers Talent
Posted 22 hours ago
About the role
- Customer Service Operations Analyst joining Elevate Programme in Belfast. Handling customer operations for an insurance client with a focus on clear outcomes and sensitivity.
Responsibilities
- Taking ownership of cases from first contact to resolution
- Handling inbound and outbound customer contact via phone, email, and letters
- Explaining next steps, requesting information, and issuing updates using approved templates
- Reviewing customer requests and evidence against set criteria, policy, and guidance
- Documenting decisions clearly, including rationale, actions taken, and outcomes
- Identifying vulnerability indicators and responding with empathy
- Escalating appropriately
- Working to 'right first time' outcomes
- Reducing rework and repeat contact
- Managing a busy caseload
- Prioritising work to hit deadlines and service levels
- Working with team leaders and quality checkers
- Acting on feedback quickly
- Switching between tasks and projects as client priorities change
- Contributing to shared learning
- Suggesting fixes that improve customer experience and efficiency
- Working to productivity targets while maintaining quality
Requirements
- Experience in a customer-facing environment, e.g. retail, hospitality, insurance, banking, wealth, utilities, government, or health
- Comfort with telephony and written customer contact, or a clear aptitude to do this work
- Strong verbal and written communication
- Ability to assess requests against criteria and interpret policies and guidelines
- Empathy and confidence handling sensitive conversations
- Good judgement and willingness to escalate early
- Strong organisation, attention to detail, and pride in getting things right
Benefits
- Performance review every 6 months with potential salary uplift at 12 months
- Ongoing training and development support through one-to-one coaching and access to our award-winning trainers
- Health cash plan and cycle to work scheme
- Opportunity for conversion into a permanent role at 12-24 months
- Clear progression options into senior operational roles, specialist streams (compliance, risk, transformation)
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