Engineer II handling traffic operations and design for infrastructure projects at HNTB. Assisting in producing project plans and collaborating with engineering teams in a fast - paced environment.
About the role
- Customer Operations Analyst in Hybrid role supporting insurance operations in Belfast. Handling customer cases, ensuring compliance, and improving processes for timely resolutions.
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, for example, 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 and a potential salary uplift at 12 months
- Ongoing training and development support through one-to-one coaching and access to 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)
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Tech skills
Location requirements
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