Caseworker & Team Lead – Customer Care

Government Recruitment Service; North East; On-site; GBP 125,000 - 150,000; Full time

Job description

Due to the scale of the campaign, we are unable to ask your preference regarding the type of role we offer you. However, as this is a generic campaign, the majority of roles on offer are similar. The roles which you will be posted to will depend on the business needs at the time of onboarding. Candidates will not be given the option to choose between roles. Each role will require you to make decisions that will help to place our customers’ needs at the centre of what we do. If you are inquisitive, enjoy working in a fast-paced environment, and take pride in delivering a high quality of customer service, then these roles could be right for you.

Key Responsibilities

• Providing accurate information in a professional and helpful manner by collecting and assessing relevant data and information from various sources.
• Prioritising workloads in accordance with operational procedures to achieve targets and standards and updating systems accurately within agreed timeframes.
• Considering large amounts of information to fully inform the requirements of the role and to produce clear and correct outcomes.
• Conducting interviews to the required Home Office standard ensuring all information necessary is obtained.
• Using feedback from a variety of stakeholders to assist in identifying any learning and development to be fully efficient in the role.
• Demonstrating sensitivity, emotional resilience and understanding of the needs of vulnerable customers throughout the process.

Additional responsibilities for line management roles

• Lead a team to deliver a good customer service, whilst carrying out the required management functions to fully support the team.
• Be accountable for managing performance, attendance and conduct in line with HR policies.
• Manage the workflow of an operational team.