Customer Service Agent
Belfast City Centre, Northern Ireland
Hybrid working environment
Kess Insurance Recruitment is proud to partner with a leading global insurance provider as we expand an exciting new customer-focused project in Belfast. We’re looking for talented Customer Service professionals who are passionate about delivering exceptional customer service support.
We are happy to consider customer service experience from a variety of backgrounds - office, retail, hospitality etc.
Why This Role?
This is a unique opportunity to develop your career with a highly respected international brand known for its commitment to excellence. You’ll gain access to best-in-class training designed to set you up for success from day one.
Following your initial training period, you’ll transition into a supportive hybrid working environment that offers flexibility, work–life balance, and the chance to grow within a dynamic and forward-thinking team.
Be Part of Something Bigger
If you’re ready to take the next step in your career and want to join a company where your contribution truly matters, we’d love to hear from you.
What the Role Involves
*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.
*Working to ’right first time’ outcomes.
*Managing a busy caseload.
*Working with team leaders and quality checkers.
*Switching between tasks and projects as client priorities change.
*Suggesting fixes that improve customer experience and efficiency.
What We’re Looking For
We’re open to recent graduates, early-career candidates or professionals looking for a new challenge. You should bring:
*Experience in a customer-facing environment, for example, 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.
*Empathy and confidence handling sensitive conversations.
*Good judgement and willingness to escalate early.
*Strong organisation, attention to detail, and pride in getting things right.
If you would like to apply for the opportunity to work for a Global Brand, please use the links provided and one of the Team at Kess Insurance Recruitment will be in touch.