Caseload Support Specialist - Onsite & Empathetic

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

Benefits offered by this job

28 days holiday

Lifestyle Benefits programme

Refer & Earn Scheme

Employee welfare support

Life Assurance & Pension

Career development opportunities

Job summary

Teleperformance UK is hiring Contact Centre Agents to assess and support vulnerable customers, managing caseloads with empathy, professionalism, and confidentiality. The role focuses on proactive intervention and thorough case management to improve wellbeing and financial stability.

You will handle a structured review process, verify evidence, and work with agencies to ensure compliance while delivering excellent customer service in a fast-paced environment.

Qualifications

• Strong verbal and written skills with attention to detail
• Ability to manage multiple cases with empathy and confidentiality
• Experience handling sensitive information and collaboration with agencies

Responsibilities

• Conduct challenging but effective conversations with claimants
• Manage a designated caseload and review information across sources
• Ask targeted follow-up questions to gather evidence
• Collaborate with team and wider stakeholders to deliver outcomes
• Record progress and retain evidence on systems with proper redaction

Skills

Empathy

Time management

Assessment skills

Professionalism

Communication

Job description

Teleperformance UK is hiring Contact Centre Agents to assess and support vulnerable customers, managing caseloads with empathy, professionalism, and confidentiality. The role focuses on proactive intervention and thorough case management to improve wellbeing and financial stability.

You will handle a structured review process, verify evidence, and work with agencies to ensure compliance while delivering excellent customer service in a fast-paced environment.