Case Manager - Customer Support Specialist

Teleperformance; Ashington; On-site; GBP 23,000 - 32,000; Full time

Benefits offered by this job

28 days holiday

Lifestyle Benefits programme

Refer & Earn Scheme

Mental Health EAP

Life Assurance & Pension

Recognition awards

Career development opportunities

Job summary

Teleperformance in Gateshead is seeking dedicated Contact Centre Agents to join our team. You will assess caseloads with empathy, professionalism, and confidentiality, managing a dedicated caseload and collaborating with relevant agencies to address complex issues.

This full-time, onsite role requires flexible hours between 08:00 and 18:00, 40 hours per week, with 11 days training and BPSS background checks; successful candidates will help improve wellbeing and financial stability for vulnerable

Qualifications

• Extensive experience in customer service or contact centre environments.
• Ability to handle sensitive information with discretion and empathy.
• Good written and verbal communication skills with attention to detail.

Responsibilities

• Conduct challenging but effective conversations with claimants.
• Maintain multiple cases simultaneously across stages.
• Manage a designated caseload with confidentiality.
• Ask relevant follow-up questions to gather evidence.
• Review information from multiple sources and resolve contradictions.
• Collaborate with teams to support delivery outcomes.
• Record progress in systems with proper evidence retention.

Skills

Empathy

Customer service

Time management

Attention to detail

Multi-tasking

Strong verbal & written communication

Job description

Teleperformance in Gateshead is seeking dedicated Contact Centre Agents to join our team. You will assess caseloads with empathy, professionalism, and confidentiality, managing a dedicated caseload and collaborating with relevant agencies to address complex issues.

This full-time, onsite role requires flexible hours between 08:00 and 18:00, 40 hours per week, with 11 days training and BPSS background checks; successful candidates will help improve wellbeing and financial stability for vulnerable