Customer Support Analyst responsible for monitoring indicators and improving customer satisfaction at NIO. Focused on data analysis and enhancing client journeys in the telecommunications sector.
VG
Hybrid Customer Service Operations Analyst – Elevate Programme for Early Careers Talent
Posted last week
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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