Customer Service Operations Analyst, Elevate Programme for early careers talent (12 to 24 months)
End client: Insurance
Location: Belfast city centre, 3 days per week onsite (after training)
Start date: 13 April 2026

The Opportunity 
Join our Elevate Programme and support customers at moments that matter. You will work with an insurance company on customer operations activities that protect customers, meet regulatory expectations, and deliver clear, fair outcomes. You will handle end-to-end cases, communicate with customers by phone and in writing, and keep case records accurate and audit-ready.

This work often involves sensitive conversations, including with vulnerable customers. You will learn how to apply policy and guidance consistently, escalate risk early, and improve processes so customers get quicker, clearer resolutions.

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. Escalating appropriately.

• Working to 'right first time' outcomes. Reducing rework and repeat contact.

• Managing a busy caseload. Prioritising work to hit deadlines and service levels.

• Working with team leaders and quality checkers. Acting on feedback quickly.

• Switching between tasks and projects as client priorities change.

• Contributing to shared learning. Suggesting fixes that improve customer experience and efficiency.

• Working to productivity targets while maintaining quality.

What Success Looks Like

• You manage your caseload independently within your first 1 to 3 months.

• You deliver clear, accurate customer communications with minimal rework.

• You apply policy consistently and record decisions in a way that stands up to audit.

• You spot risk, vulnerability, and potential harm early, then escalate with evidence.

• You meet service levels while maintaining quality.

• You contribute at least one practical process improvement that reduces cycle time or errors.
  

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.

• Ability to assess requests against criteria and interpret policies and guidelines.

• Empathy and confidence handling sensitive conversations.

• Good judgement and willingness to escalate early.

• Strong organisation, attention to detail, and pride in getting things right.
  

Programme Timings and Ways of Working

• 12 March: Application deadline

• First interviews will be held virtually.

• Final interviews: in person in Belfast city centre in March 2026

• The first 6 weeks of in-person training take place in central Belfast - candidates will be required to attend the office up to 5 days per week.

• After training, the role becomes hybrid, with 3 days per week in the Belfast office.
  

Programme Benefits & Progression

• Alongside your starting salary, there will be a performance review every 6 months and a potential salary uplift at 12 months

• Ongoing training and development support through one-to-one coaching and access to our award-winning trainers 

• Health cash plan and cycle to work scheme

• Opportunity for conversion into a permanent role at 12-24 months

• Clear progression options into senior operational roles, specialist streams (compliance, risk, transformation)
  

Why Join?

• Be part of a high-growth team that values development and long-term career goals

• Gain early responsibility and direct exposure to operational excellence in a professional services context

• Build a solid foundation for a career in customer service excellence
  

Please submit your CV and answer a few screening questions via our careers portal. If you do not hear from us within three weeks of applying, your application will not progress further.

Vantage Point Global is a fully committed Equal Opportunities, inclusive employer. We are passionate about attracting diverse talent, and welcome applications regardless of ethnicity, culture, age, gender, nationality, religion, disability, or sexual orientation.