Caseload Care Specialist — Customer Support

Teleperformance; Gateshead; On-site; GBP 25,000 - 30,000; Full time

Benefits offered by this job

28 days holiday

Training provided

Pension scheme

Mental health support

Refer & Earn

Career progression

Discounts and Wellness program

Job summary

Teleperformance in the United Kingdom is recruiting a Contact Centre Agent for an onsite role in Gateshead. You will handle a dedicated caseload with empathy and provide excellent customer service in a busy environment.

The role requires strong communication, careful questioning, and collaboration with internal teams to support vulnerable customers. Full-time hours, 40 per week, with standard 08:00–18:00 shifts and 11 days of training.

Responsibilities

• You should be confident in conducting challenging but effective conversations
• You are required to maintain multiple cases simultaneously, varying by type and stage
• You will be responsible for managing a designated caseload
• Question in a curious and confident manner, whilst being considerate of potential sensitivities
• Review and compare multiple sources of information, including using reasoned judgement
• Engage with potentially challenging and vulnerable individuals with empathy and excellent customer service
• Work collaboratively within your own team and with wider teams to support delivery outcomes
• Proactive in talking to relevant people to get advice and information when unsure how to proceed
• Manage and conduct caseloads by following a structured review process in adherence to legal and policy requirements
• Decide what evidence is appropriate to request to confirm the validity of declarations
• Plan and conduct robust interviews to gather all relevant information
• Gather, verify and assess all available information to decide on an appropriate course of action
• Record progress of caseloads on systems, maintaining evidence files and redacting sensitive material

Job description

Teleperformance in the United Kingdom is recruiting a Contact Centre Agent for an onsite role in Gateshead. You will handle a dedicated caseload with empathy and provide excellent customer service in a busy environment.

The role requires strong communication, careful questioning, and collaboration with internal teams to support vulnerable customers. Full-time hours, 40 per week, with standard 08:00–18:00 shifts and 11 days of training.