Bilingual (French) Service Desk Analyst (Hybrid)

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.

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.

** There is 1 Permanent position & 1 Fixed Term Contract position (which has the potential to go permanent)

Hours of Work

• Typical hours are 1pm-9pm or 2pm-10pm however flexibility is required

• A rotational weekend shift on either a Saturday/Sunday every 4-5 weeks with flexibility

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

• Following the completion of the probation period there will be ad hoc translations duties when required

Essential Skills

• All applicants must demonstrate they have a legal right to work in the UK for employment at Allstate. Allstate is not providing sponsorship for this vacancy.

• Fluency in French and English, both written and spoken

• At least 1 years' experience in a customer service environment

Desirable Skills

• Prior experience working in a contact centre environment

• Previous experience of working in a Bilingual Service Desk role

Supervisory Duties

• This role does not have any supervisory duties

Closing date for this role: Friday 25th September 2025 [Midnight]

#LI-PB1

#LI-Hybrid

Joining our team isn't just a job - it's an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger - a winning team making a meaningful impact.

Why join us?

Allstate NI is proud to be Allstate's European Digital Centre of Excellence-recent winners of 'Best Use of Cloud Services' at the Belfast Telegraph IT Awards 2024, and recognised for our community and sustainability impact at the 2024 Business in the Community Awards and Gold accreditation for Environmental Responsibility.

We're a product-driven, cloud-first organisation delivering real outcomes through modern technology, a digital product-centric talent model, and a culture rooted in engineering excellence. Our teams work in cross-functional structures, guided by an outcome-based delivery approach that accelerates speed, agility, and value.

We offer:

• A generous, flexible benefits package including annual leave, healthcare and dental cover, pension, and lifestyle discounts

• Access to world-class learning platforms and award-winning L&D

• Clear career paths, internal mobility, and a strong focus on growth

• A people-first culture with flexible working options

Be part of a high-performing, socially responsible organisation where your work has purpose, and your growth is supported every step of the way.

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.

Posting End Date:
20 September 2025