Caseload Liaison – Onsite Customer Care Specialist

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

Benefits offered by this job

28 days holiday

Lifestyle benefits

Refer & Earn

Mental health support

Life Assurance & Pension

Career development

Job summary

Teleperformance in the United Kingdom is seeking dedicated Contact Centre Agents to join our onsite team in Gateshead. You will manage a dedicated caseload with empathy, professionalism and confidentiality, providing proactive intervention to support vulnerable customers.

Shifts are full-time, 40 hours per week, Monday to Friday 08:00–18:00, with 11 days of training. The role requires BPSS checks, strong communication, and the ability to navigate multiple information sources while delivering

Qualifications

• Experience in customer service or contact centre roles.
• Ability to manage multiple cases with confidentiality.
• Strong verbal and written communication.
• Flexibility to work 40 hours per week, Monday to Friday.
• Able to engage with vulnerable customers with empathy.

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
• You will be required to question in a curious and confident manner, whilst being considerate of potential sensitivities, asking appropriate follow up questions relevant to uniqueness of the case as required to gather evidence
• You should be able to review and compare multiple sources of information, including using reasoned judgement to assess contradictory pieces of evidence
• You should be able to engage with potentially challenging and vulnerable individuals, whilst demonstrating empathy and excellent customer service skills
• At times you will be required to work collaboratively within your own team and with wider teams to support delivery outcomes
• You should be proactive in talking to relevant people to get advice and information when unsure how to proceed
• You will be responsible for managing and conducting caseloads by following a structured review process in adherence to all legal and policy requirements
• You will decide what evidence is appropriate to request as is required to confirm the validity of declarations, considering the uniqueness and context of each individual case
• You will be accountable for planning and conducting robust interviews asking challenging questions to gather all relevant information; exercising judgement to tailor follow up questions specific to each individual case
• Gathering, verifying and assessing all available information, and deciding on an appropriate course of action
• You will be required to record the progress of caseloads on specific systems, including maintaining and retaining relevant evidence in an evidence file including redacting and annotating sensitive material when appropriate

Job description

Teleperformance in the United Kingdom is seeking dedicated Contact Centre Agents to join our onsite team in Gateshead. You will manage a dedicated caseload with empathy, professionalism and confidentiality, providing proactive intervention to support vulnerable customers.

Shifts are full-time, 40 hours per week, Monday to Friday 08:00–18:00, with 11 days of training. The role requires BPSS checks, strong communication, and the ability to navigate multiple information sources while delivering