Customer Operations - Associate

PwC; Belfast; On-site; GBP 26,000 - 34,000; Full time

Job summary

A leading consulting firm in Belfast seeks a Customer Operations Associate to support vulnerable customers. You will handle customer cases from initiation to resolution, ensuring high-quality service. Ideal candidates have experience in customer-facing roles and possess strong communication skills. Flexible working options and private medical coverage are offered.

Benefits

Flexible working options

Private medical cover

6 volunteering days per year

Qualifications

• Experience in financial services, government, health, or utilities.
• Previous customer service or telephony experience.
• Ability to understand and apply policies.

Responsibilities

• Take ownership of customer cases from initial contact to resolution.
• Deliver high-quality customer experience understanding individual needs.
• Maintain accurate records and follow validation processes.

Skills

Experience in customer-facing roles

Verbal and written communication skills

Understanding of policies and procedures

Empathy in sensitive conversations

Job description

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Customer Operations - Associate, Belfast

Client: PwC

Location: Belfast, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: ea0037e8a754

Job Views: 6

Posted: 01.08.2025

Expiry Date: 15.09.2025

Job Description:

The role: Within Customer Operations, we support various clients in carrying out 'business as usual', surge capacity, and remediation activities for their customers. We do this primarily from Belfast by providing cost-effective solutions, access to subject matter expertise, and operational excellence disciplines. Our teams help address issues impacting customers in a compliant, pragmatic, and sensitive manner, often involving sensitive conversations with vulnerable customer groups, which makes the work highly rewarding.

What your days will look like:

Our highly skilled team of associates, quality checkers, and team leaders work together to assist clients with customer groups that may have been disadvantaged. You could be working on projects involving customer contact, remediation, complaint handling, dealing with vulnerable customers, patient outreach, corporate collections, and more, to ensure the best outcomes for our clients and their customers.

You will be responsible for ensuring the right result for the customer and the client, while delivering the highest standard of service. You should be a true ‘people person’.

• Take full ownership of customer cases from initial contact to resolution, using calls, emails, and letters to provide updates, collect information, and offer reassurance.
• Deliver a high-quality, personalized customer experience by understanding individual needs, resolving issues efficiently, and collaborating across teams.
• Maintain accurate records, follow validation processes, and adapt to shifting priorities, projects, and feedback from leaders to improve performance.
• Work collaboratively to share best practices, meet productivity targets, and continuously enhance quality and process efficiency through feedback and experience.

This role is for you if:

• Experience within a customer-facing space such as financial services (including banking, insurance, wealth), government and health, utilities, or other related sectors.
• Previous customer contact/telephony experience, with proven verbal and written communication skills (or an aptitude to develop these skills).
• Ability to understand and apply policies and procedures.
• Experience/ability to conduct sensitive conversations with empathy and understanding, escalating where appropriate.

What you’ll receive from us:

Our benefits are designed to add value and support at all career and personal stages, recognizing and rewarding contributions fairly.

We offer flexible working options, private medical cover, 24/7 virtual GP access, six volunteering days per year, and more.