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Job Details





Closing Date

2022-08-14 23:00:00


Helpdesk Chat Advisor (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).


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





    Belfast/ Derry-Londonderry/ Strabane



    Your role in the team


    In this role you will act as a Trusted Advisor for Allstate and provide a world class service to Allstate agents and employees. 

    Successful candidates will be trained to offer first level technical support, primarily through digital interactions, for computer hardware and Allstate software issues, and you will work as part of a team in a dynamic technical support centre environment.

    Interactions with our customers is through either a Chat or a Call platform. If your role is chat based, you may be expected to manage several/multiple chats at the same time after initial training is completed.



    • Responding to incoming calls or chats as first point of contact for clients with IT or product related problems
    • Ability to work in a fast paced, multi-tasking environment where your performance is measured against individual, team, business and strategic goals and professional behaviours
    • Diagnosing, documenting and/or resolving issues by providing the appropriate resolution or following the escalation procedure 
    • Following knowledge management principles (Knowledge Centered Support methodology) by translating customer information into valuable and usable knowledge documentation
    • Engaging in a Continuous Improvement (CI) environment
    • Offering the customer an effortless experience with an emphasis on First Contact Resolution through timely and effective resolution of their issue
    • Using available tools and resources in an appropriate manner consistent with ANI policy and procedures



     How we will support you?


    We have developed a robust training schedule to deliver by our in house team who were awarded the UK National Contact Centre Learning & Development Team of the Year 2022


    Once you complete your initial training, you will be supported throughout your probationary period by a dedicated mentor team who will help you better learn, understand and implement the skills learned.



    So, what are the essential criteria to apply?


    • All candidates must evidence an existing right to work in the UK
    • GSCE English and Mathematics (or equivalent) at grade D and above
    • 2 years work related experience



    The successful candidate must also demonstrate a high competency in:


    • Ability to multitask
    • Problem solving
    • Excellent written & verbal communication skills 
    • Willingness to learn & develop
    • Customer focused
    • Collaboration



    We also have some desirable criteria


    • Experience of working in a Service Desk role
    • Customer Service experience



    What we offer


    As Digital DNA’s Workplace of the Year 2020 & 2022 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.



    The closing date for receipt of applications is Monday 15th August 2022

Apply Now

Applications processed via employer's online application form