Customer Service Representative

Ee Gosforth; Newcastle upon Tyne; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading customer service firm in Newcastle upon Tyne is seeking Customer Service Specialists for their Student Loans campaign. This permanent, full-time role involves assisting students in applying for university loans via inbound calls. The ideal candidates will demonstrate resilience, good communication skills, and ability to multitask in a dynamic contact center environment. Competitive pay of £12.60 per hour is offered, increasing in April 2026. Comprehensive training and various employee benefits are provided.

Benefits

Paid virtual classroom training

Internal progression path

Employee Assistance Programme

Discounts on supermarket vouchers

Free online fitness classes

Qualifications

• Good attitude and ability to interact with diverse people.
• PC skills and confidence in using virtual training tools.
• Resilience and determination to handle challenging calls.

Responsibilities

• Receive inbound calls to support students with loan applications.
• Assist students with payments, eligibility, and funding.
• Operate in a fast-paced, busy contact center environment.

Skills

Good attitude and ability to interact with diverse people

PC skills and confidence in using virtual training tools

Resilience and determination

Active listening

Multitasking

Flexibility and good time keeping

Job description

Overview

We are looking for a team of Customer Service Specialists to join our Student Loans campaign where you will receive inbound calls to support students in applying for university loans. You will assist students and their families with payments, eligibility, funding and any other aspects related to their loan application.

Documents

• Disclosure barring Service – England
• Access NI Acceptable Documents – Northern Ireland
• Disclosure Scotland Acceptable Documents – Scotland

Probity Requirements

• DBS and Credit Check – only outstanding CCJs and bankruptcies accepted; we work with applicants on a repayment plan and making regular payments.
• Employment is contingent upon passing these checks and having the right to work in the UK.

Typical Day

• Work up to 9 hours per day (including an unpaid 1‑hour break and lunch) in a lively, vibrant contact‑centre environment, on‑site or virtually from home.
• Start each day by signing into your systems to be ready for the first call.
• Talk to a variety of customers with different needs – some may want quick updates or additional information, while others may be demanding or frustrated.
• Operate in a fast‑paced, busy contact‑centre environment, handling multiple calls each day.

Qualifications & Skills

• Good attitude and ability to interact with diverse people.
• PC skills and confidence in using virtual training tools.
• Resilience and determination to handle challenging calls while meeting Quality and Average Handling Time targets.
• Active listening and accurate retrieval of information from the Knowledgebase.
• Multitasking and navigation between multiple complex systems with speed and accuracy.
• Flexibility, great attendance and good time keeping to ensure availability throughout scheduled shifts.
• Secure, safe internet connection with a private working area free from distractions; stable internet with a direct ethernet cable.

Contract & Compensation

Start dates: Many dates in 2026 starting Monday 16 Feb 2026 & Monday 23 Feb 2026.

Contract: Permanent, full‑time (40 hrs per week).

Hours: 8 am–7 pm, Monday–Friday, no weekend work. Shifts scheduled between the hours of 8 am and 7 pm.

Salary: £12.60 per hour (increasing to £12.71 from 1 Apr 2026).

Training & Development

• 11 days remote classroom‑based training (9 am–6 pm) followed by 10 days of nesting.
• Full attendance required; no flexibility within the first 4 weeks. No holidays approved within the first 4 weeks.
• ID documents required: passport or birth certificate, National Insurance number, address proof dated within last 3 months.

Benefits & Perks

• Paid virtual classroom training and 2 weeks of nesting.
• Internal progression path for fast‑track career progression.
• Winter and summer parties with free food & drinks (dependant on location).
• Employee Assistance Programme: 24/7 confidential counselling, help‑at‑hand app, GP video consultations, online mental health support, self‑help guides, webinars.
• Eye Care vouchers.
• Target‑driven incentives and prizes.
• Employee engagement activities.
• Wallet‑friendly perks:
• Supermarket vouchers up to 5% off – Tesco, M&S, Asda, Morrisons, Sainsbury’s.
• Hello Fresh – 65% off.
• Cinema perks up to 44% off.
• Samsung 20% off.
• HP up to 40% off.
• Virgin Media discounts.
• EE discounts.
• Look Fantastic – 22% off.
• Fitbit – up to 20%.
• Garmin – up to 40%.
• Expedia – up to 30%.
• Com – up to 60%.
• TUI discounts.
• Fragrance shop – 16% off.
• Free online fitness classes on Thursdays.

Why Join Us

Teleperformance is recognised repeatedly by industry analysts as one of the top 36 best workplaces in the UK.