The role
:
Within Customer Operations we support various clients in carrying out 'business as usual', surge capacity and remediation activities for their customers. We do this primarily from Belfast and by providing cost effective solutions, access to subject matter expertise and operational excellence disciplines. Where issues have been identified that impact upon customers, our teams help to address these in a compliant, pragmatic, and sensitive manner. The work the team does often involves dealing with sensitive conversations and speaking to vulnerable customer groups, meaning there is a large purpose driven element to the work, which is very rewarding.
What your days will look like:
Our highly skilled team of associates, quality checkers and team leaders work ‘as one team’ to help our clients with customer groups who, at some point, may have been disadvantaged.
You could be working and providing support on a range of projects that can include customer contact, remediation, complaint handling, dealing with vulnerable customers, patient outreach, corporate collections, and more, to ensure the best possible outcome for our client and their customer.
You will be responsible for ensuring the right result for the customer and the client, whilst delivering the highest standard of service at all times. You will be a true ‘people person’.
1. Take full ownership of customer cases from initial contact to resolution, using calls, emails, and letters to provide updates, collect information, and offer reassurance.
2. Deliver a high-quality, personalised customer experience by understanding individual needs, resolving issues efficiently, and collaborating across teams.
3. Maintain accurate records, follow validation processes, and adapt to shifting priorities, projects, and feedback from leaders to improve performance.
4. Work collaboratively to share best practices, meet productivity targets, and continuously enhance quality and process efficiency through feedback and experience.
This role is for you if:
5. 6. Experience within a customer facing space such as financial services (including banking, insurance, wealth), government and health, utilities or other related sectors
7. Previous customer contact/telephony experience, with proven verbal and written communication skills (if not through experience, an aptitude to do this work is key)
8. Ability to understand and apply policies and procedures
9. Experience/ability to conduct sensitive conversations with people with empathy and understanding, escalating where appropriate
What you’ll receive from us:
No matter where you may be in your career or personal life, our are designed to add value and support, recognising and rewarding you fairly for your contributions.
We offer a range of benefits including empowered flexibility and a working week split between office, home and client site; private medical cover and 24/7 access to a qualified virtual GP; six volunteering days a year and much more.