At a Glance
- Tasks: Provide top-notch bilingual support to Allstate agents and employees via chat or call.
- Company: Join Allstate, a leader in protection and innovation for over 90 years.
- Benefits: Enjoy flexible working options, healthcare, dental cover, and a generous benefits package.
- Other info: Flexible hours with potential for permanent roles; training and mentorship provided.
- Why this job: Be part of a winning team making a meaningful impact while growing your skills.
- Qualifications: Fluency in French and English, plus at least 1 year in customer service required.
The predicted salary is between 30000 - 42000 € per year.
At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.
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 globally. 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. 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 and 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 year\'s 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
Locations
Bilingual (French) Service Desk Analyst (Hybrid) in Derry, Londonderry employer: Allstate Insurance Company
At Allstate, we pride ourselves on fostering a collaborative and innovative work environment that empowers our employees to excel. As a Bilingual Service Desk Analyst, you will benefit from a generous flexible benefits package, access to world-class learning platforms, and clear career paths that support your professional growth. Join us in Belfast, where you can make a meaningful impact while enjoying a people-first culture that values diversity and inclusion.
StudySmarter Expert Advice🤫
We think this is how you could land Bilingual (French) Service Desk Analyst (Hybrid) in Derry, Londonderry
✨Tip Number 1
Brush up on your technical support skills, especially in troubleshooting common IT issues. Familiarise yourself with the types of software and hardware that Allstate uses, as this will help you stand out during the interview process.
✨Tip Number 2
Practice your bilingual communication skills in both French and English. Since you'll be providing support in both languages, being able to switch seamlessly between them will demonstrate your fluency and make a positive impression.
✨Tip Number 3
Familiarise yourself with the Knowledge Centered Support methodology. Understanding how to document and translate customer information into usable knowledge will show that you're proactive and ready to contribute to the team's continuous improvement efforts.
✨Tip Number 4
Be prepared to discuss your experience in fast-paced environments. Highlight any previous roles where you managed multiple tasks or handled high volumes of customer interactions, as this aligns with the expectations for the Service Desk Analyst position.
We think you need these skills to ace Bilingual (French) Service Desk Analyst (Hybrid) in Derry, Londonderry
Some tips for your application 🫡
Highlight Bilingual Skills:Make sure to emphasise your fluency in both French and English. Include specific examples of how you've used these language skills in a customer service context, as this is crucial for the role.
Tailor Your CV:Customise your CV to reflect the key responsibilities and essential skills mentioned in the job description. Focus on your experience in customer service and any relevant technical support roles.
Craft a Strong Cover Letter:Write a compelling cover letter that outlines your passion for providing excellent customer service. Mention your ability to work in a fast-paced environment and your commitment to continuous improvement.
Showcase Relevant Experience:In your application, detail any previous experience in a contact centre or bilingual service desk role. Highlight specific achievements or challenges you overcame that demonstrate your capability for this position.
How to prepare for a job interview at Allstate Insurance Company
✨Brush Up on Bilingual Skills
Since the role requires fluency in both French and English, make sure to practice your language skills. Be prepared to demonstrate your ability to communicate effectively in both languages during the interview.
✨Familiarise Yourself with IT Support Scenarios
Understand common IT issues that customers might face, especially those related to computer hardware and software. Being able to discuss these scenarios will show your readiness for the role.
✨Showcase Customer Service Experience
Highlight your previous experience in customer service, particularly in a contact centre environment. Be ready to share specific examples of how you resolved customer issues and provided excellent service.
✨Prepare for Multi-Tasking Questions
Given the fast-paced nature of the job, be prepared to answer questions about how you handle multiple tasks simultaneously. Share strategies you use to stay organised and efficient under pressure.
