Bi-Lingual (French) Service Desk Support Analyst (hybrid or remote)

• 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. 

   

   

  Location

   

   

  Belfast/ Derry-Londonderry/ Strabane/ Remote, GB

   

   

  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 bi-lingual (French & English) first level technical support, 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.

   

   

  How we will support you?

  
  You will be supported by the 2022 Learning and Development Team of the Year! With a developed robust training schedule to deliver training to successful candidates, coordinated by Ronan Gilloway, who was recently named CCNNI’s Trainer of the Year 2021. With in depth and a full overview of the role and the best practices, alongside mentoring and probation you will be fully supported and feel safe going through the beginning of your Allstate Career.
  
  
  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.

   

   

  What to expect?

  
  Initial training will last for 2 weeks, with a staggered training and development plan delivered throughout a 6-month period. You will receive continued support from the mentor group, your team manager and the quality team throughout your training.

   

   

  Key Responsibilities:

   

  • 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 Allstate Northern Ireland (ANI) policy and procedures

   

   

   

  So, what are the essential criteria to apply?

   

  • All candidates must evidence an existing right to work in the UK'
  • Fluency in French and English, both written and spoken
  • GCSE English and Mathematics at Grade D or equivalent.

   

  Please also demonstrate the following on Application:

   

  • Ability to multitask
  • Problem solving
  • Excellent written & verbal communication skills
  • Customer Focus

   

  We also have some desirable criteria

   

  • 2 years previous work experience
  • Previous experience of working in a Service Desk role is preferred but not essential
  • Previous customer service experience in any employment sector

   

  Hours Of Work

   

  • Full time only
  • This role involves shift work hours, typically Monday – Friday but flexibility may be required.
  • Our operational hours are 1pm - 1am.
  • Typical shift s are as follows: 2pm-10pm, 3pm-11pm, 4pm-12pm etc. and are allocated on a
    business needs basis.

   

  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 Tuesday 23rd August 2022