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Job Details





Closing Date

2021-10-04 23:00:00


Allstate Technology Support Centre - Team Manager (hybrid)

  • About Us


    The world isn’t standing still, and neither is Allstate. We’re moving quickly, looking across our businesses and brands and taking bold steps to better serve customers’ evolving needs. That’s why now is an exciting time to join our team. You’ll have opportunities to take risks, challenge the status quo and shape the future for the greater good.


    You’ll do all this in an environment of excellence and the highest ethical standards – a place where values such as integrity, inclusive diversity and accountability are paramount. We empower every employee to lead, drive change and give back where they work and live. Our people are our greatest strength, and we work as one team in service of our customers and communities.


    Allstate operate a very flexible hybrid working policy that will allow you to design your working week in collaboration with your manager with a blend of remote and office working for NI based employees as well as condensed working patterns (4 day week/9 day fortnight). Employees based in GB will be employed on a permanent remote working contract.


    Join our team and you’ll find challenge and reward in a culture of innovation, support and balance. 











    Your role in the team



    We currently have an exciting opportunity for a Team Manager to join the Allstate Technology Support Centre (ATSC). This role will be based in our Belfast site when we return to office.


    The Team Manager role is critical to the success of the ATSC and the successful candidate will manage Customer Support Centre Teams within a Continuous Improvement (CI) environment.  Using leadership practices and CI tools the Team Manager will lead and Inspire people towards achievement of business goals and objectives and will contribute to formulation and implementation of business strategies. 


    The Team Manager also supports the implementation of Development and Engagement Strategies within the ATSC and will accelerate development of others through highly effective coaching and mentoring practices.


    This role operates within a global environment, cross-functionally and at various levels across the ATSC and other business areas within Allstate.




    *Please be aware that the role will involve evening work due to shift based hours. 




    Key responsibilities:




    Lead People Resources



    • Manage/lead front-line employees
    • Create a positive and satisfying work environment through the use of recognition, empowerment, listening, valuing diversity, and acting as a role model for others.
    • Direct workflow of unit and assign job responsibilities according to unit goals.
    • Establish/communicate job performance standards and work procedures.
    • Conduct performance reviews, evaluates employee potential and completes talent assessment
    • Partake in the recruitment process for new applicants
    • Identify training needs, coordinate with the Learning and Development Team, and ensure completion of effective training.
    • Work in a team environment
    • Administer Human Resources guidelines and policy and resolve employee’s issues and concerns regarding these policies.




    Communicates Information



    • Provide information to employees and management, participate in and lead meetings.
    • Prepare and deliver formal and/or informal presentations.
    • Assist employees in interpreting information, understanding, and applying basic principles, policies and procedures.
    • Drafts reports, memos, letters, and project requests.




    Develops and Coordinates Workflow



    • Establish and maintain production standards and measurement methods.
    • Review, monitor, and evaluate individual production and quality
    • Report production/quality status and statistics.
    • Organize information and determine action required.
    • Develops strategies and objectives directed toward meeting unit goals and exceeding customer expectations.
    • Identifies variances to planned performance, evaluates options and recommends/implements actions and makes changes as needed.




    Leads/Manages Projects



    • Leads projects
    • Documents progress of project to include key measurements and opportunity areas.
    • Communicates the status of projects to leadership team and key-stakeholders external to the department.
    • Understands and operates software and/or hardware necessary of position.




    So, what are the essential criteria to apply?



    • All candidates must evidence an existing right to work in the UK'
    • Previous leadership experience with a minimum of 3 years recent management experience within a process, technical or service driven environment where you have gained solid operational management capabilities.



    Please also demonstrate on your application your experience of the following:



    • Driving Process Improvements
    • Performance Delivery and KPI’s
    • Leadership
    • Strong Communication Skills 
    • People Management
    • Coaching
    • Planning & Organization



    We also have some desirable criteria



    • Management Experience within a Service Desk/Contact Centre Environment
    • Educated to HND/Degree level or equivalent
    • ITIL Certified
    • Knowledge Centered Support (KCS) Certified or experience of this Service Delivery methodology



    What we offer


    As Digital DNA’s Workplace of the Year 2020 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 organisation.


    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.


    Apply here: 


    The closing date for receipt of applications is Tuesday 5th October 2021

Apply Now

Applications processed via employer's online application form