Customer Operations Analyst | Elevate Career Programme | Belfast hybrid

Elevate Your Career on a High-Profile Transformation Programme

Are you looking for an opportunity that offers more than just a job?

We're seeking ambitious, resilient, customer-focused individuals to join our Elevate Programme as Customer Operations Analysts, supporting a major transformation initiative in a highly regulated public sector environment.

Over 18 months, you'll receive structured training, ongoing development and the opportunity to work on a programme that makes a genuine impact to the public. You'll gain valuable experience in operations, stakeholder engagement, case management and service delivery while building skills that are highly sought after across professional services.

Most importantly, this programme offers the opportunity to develop your career for the long term at one of Belfast's most exciting and prestigious professional services organisations.

If you're looking for a role that combines purpose, challenge, professional development and future career potential, we'd love to hear from you.

The Role

As a Customer Operations Analyst, you'll play a vital role in supporting claimants through important processes, ensuring every interaction is handled professionally, accurately, and with empathy.

This is a fast-paced operational environment where you'll spend much of your working day speaking directly with claimants, managing queries and guiding individuals through structured processes. You'll need to be comfortable working in a high-volume contact environment, handling consecutive calls while maintaining exceptional service standards and attention to detail.

You'll be trusted to manage sensitive information, resolve issues efficiently and deliver a positive experience during every interaction.

Key Responsibilities

• Handling a high volume of inbound and outbound calls with claimants

• Guiding individuals through established processes and responding to queries

• Gathering, validating, and recording information accurately

• Managing cases from initial contact through to resolution

• Updating systems and maintaining detailed records in real time

• Handling sensitive and confidential information appropriately

• Working to quality, productivity and service standards

• Identifying opportunities to improve processes and claimant outcomes

• Collaborating with colleagues to deliver an excellent service experience

Important Eligibility Requirement

This role supports work within a highly regulated environment and is subject to extensive pre-employment screening and security clearance checks.

Successful candidates must be willing and able to undergo comprehensive background screening, including verification of identity, employment history, address history, financial background and criminal convictions.

The clearance process requires a high degree of transparency and may involve providing detailed personal information covering several years of personal history.

Obtaining and maintaining the required security clearance is a mandatory condition of employment and cannot be waived.

Applicants who are not comfortable undergoing this level of vetting should carefully consider this requirement before applying.

Who We're Looking For

We're interested in people who enjoy helping others, are confident communicators, and thrive in a fast-paced environment.

You don't need direct industry experience. What matters most is your attitude, professionalism and ability to communicate effectively with a wide range of people.

You'll be successful in this role if you:

• Are comfortable spending a significant proportion of your day speaking with people over the telephone

• Can remain professional, patient and empathetic during challenging conversations

• Have strong listening skills and attention to detail

• Are organised and able to manage multiple tasks effectively

• Feel confident navigating systems while engaging with claimants

• Take pride in delivering a high standard of service

• Enjoy working as part of a supportive team environment

• Are motivated to learn and develop professionally

Experience in customer service, operations, administration, retail, hospitality, financial services or other people-focused roles would be beneficial, but is not essential. We welcome applications from candidates with a minimum 2:2 undergraduate degree, or equivalent qualification, from any academic discipline.

What You'll Gain

• Comprehensive, fully-paid training from day one

• A competitive salary with a potential uplift at 12 months

• Hybrid working arrangement based in Belfast City Centre

• Valuable experience on a high-profile transformation programme

• Exposure to a highly regulated and professional working environment

• Development of transferable skills in operations, stakeholder engagement, and service delivery

• Ongoing coaching and support throughout the programme

• The opportunity to build a long-term career with one of the world's leading professional services organisations

• Healthcare cashback, cycle-to-work scheme, team socials, and more

Programme Details

Location: Belfast (3 days per week in the office)

Assessment Centre: Belfast City Centre, December 2026

Start Date: Late December 2026 or early January 2027

Training: Full-time, fully paid training from day one

Before You Apply

Please only apply if:

• You are available to attend an Assessment Centre in December 2026

• You are available to begin full-time employment and training in late December or early January

• You are comfortable working in a high-volume telephone-based role, speaking with claimants throughout the day

• You are willing and able to undergo comprehensive security screening and background checks as a condition of employment

• You can provide the information required to complete the clearance process successfully

This is an exceptional opportunity to join a meaningful programme, develop highly valuable professional skills, and create a pathway into one of Belfast's most prestigious professional services environments. If you're motivated by personal growth, enjoy working with people and are ready to take the next step in your career, we encourage you to apply.