Caseload-Focused Customer Care Specialist (Onsite)

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

Benefits offered by this job

28 days’ holiday

Fully paid training

Mental Health support

Pension scheme

Refer & Earn Scheme

Career progression opportunities

Job summary

Teleperformance in Gateshead is seeking dedicated Contact Centre Agents for a full-time, on-site role. The position involves managing a caseload of vulnerable customers, with 28 days holiday, fully paid training, and comprehensive screening.

You will assess cases with empathy, gather evidence, and collaborate with agencies to improve wellbeing and financial stability. Training is 11 days, and shifts are Monday–Friday 08:00–18:00 with full flexibility within those hours.

Qualifications

• Strong verbal and written skills with the ability to show attention to detail.
• Ability to establish excellent customer relationships in a fast-paced environment.
• A can-do attitude with the ability to interact with lots of different people.
• Professional and emotional stability, able to remain professional and maintain professionalism and provide consistent customer service when engaging with Claimants.
• PC skills, and the ability to navigate multiple systems competently, with ease.
• A good consistent typing speed and the ability to multi task.
• Take ownership of situations with positivity, resilience and a dedicated approach to providing service excellence.

Responsibilities

• Conduct challenging but effective conversations with customers.
• Maintain multiple cases simultaneously, varying by type and stage.
• Manage a designated caseload.
• Ask appropriate follow up questions relevant to each case to gather evidence.
• Review and compare multiple sources of information; assess contradictions with judgement.
• Engage with potentially challenging and vulnerable individuals with empathy and good customer service.
• Collaborate within your team and with wider teams to support delivery outcomes.
• Be proactive in speaking to relevant people to get advice and information when unsure how to proceed.
• Follow a structured review process to manage caseloads in line with legal and policy requirements.
• Decide what evidence to request to confirm the validity of declarations.
• Plan and conduct robust interviews to gather relevant information and tailor follow up questions.
• Gather, verify and assess all available information and decide on the appropriate course of action.
• Record progress of caseloads on systems; retain and redact sensitive material when appropriate.

Job description

Teleperformance in Gateshead is seeking dedicated Contact Centre Agents for a full-time, on-site role. The position involves managing a caseload of vulnerable customers, with 28 days holiday, fully paid training, and comprehensive screening.

You will assess cases with empathy, gather evidence, and collaborate with agencies to improve wellbeing and financial stability. Training is 11 days, and shifts are Monday–Friday 08:00–18:00 with full flexibility within those hours.