Customer Service Specialist

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

Benefits offered by this job

28 days holiday

Lifestyle Benefits programme

Refer & Earn Scheme

Mental Health EAP

Life Assurance & Pension

Recognition awards

Career development opportunities

Job summary

Teleperformance in Gateshead is seeking dedicated Contact Centre Agents to join our team. You will assess caseloads with empathy, professionalism, and confidentiality, managing a dedicated caseload and collaborating with relevant agencies to address complex issues.

This full-time, onsite role requires flexible hours between 08:00 and 18:00, 40 hours per week, with 11 days training and BPSS background checks; successful candidates will help improve wellbeing and financial stability for vulnerable

Qualifications

• Extensive experience in customer service or contact centre environments.
• Ability to handle sensitive information with discretion and empathy.
• Good written and verbal communication skills with attention to detail.

Responsibilities

• Conduct challenging but effective conversations with claimants.
• Maintain multiple cases simultaneously across stages.
• Manage a designated caseload with confidentiality.
• Ask relevant follow-up questions to gather evidence.
• Review information from multiple sources and resolve contradictions.
• Collaborate with teams to support delivery outcomes.
• Record progress in systems with proper evidence retention.

Skills

Empathy

Customer service

Time management

Attention to detail

Multi-tasking

Strong verbal & written communication

Job description

Start date: Various

Rate of Pay: £27,601.60 per annum

Location: Gateshead - PLEASE NOTE THAT THIS IS AN ONSITE ROLE AND WORK FROM HOME IS NOT AVAILABLE FOR THIS POSITION

Shifts: Full time 40 hours per week. Monday – Friday between 08.00 am and 6:00 pm. (You must be fully flexible to work any shifts between these hours)

Training: 11 days

The Role

We are seeking dedicated Contact Centre Agents to join our team. We are looking for individuals who possess a unique blend of compassion, strong judgment, assessment skills, professionalism, and with excellent time management skills.

This role is unique which entails assessing caseloads, in a timely manner. Your responsibilities include managing a dedicated caseload with empathy, professionalism, and confidentiality, while collaborating with relevant agencies and stakeholders to address complex issues. Ultimately, your role aims to enhance the well-being and financial stability of potential vulnerable customers through proactive intervention and effective case management.

Key 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

Background Checks

The role you are applying for, requires that you are vetted to Baseline Personnel Screening Standard (BPSS).

If your application is successful, we will ask you to provide documents/evidence to allow us to perform the below checks:

1. Identity check
2. Nationality and Immigration Status (including the entitlement to undertake the work we are offering)
3. Basic Criminal Records Check (including international criminal checks if you have lived outside the UK in the last 5 years)
4. Employment/Academic History Check - for a period of three years leading up to your application.

We will require documented evidence of your three-year history such as employer/education references, payslips/P45s, other evidence of salary payments. If you had any gaps in work/education during this time, we will need evidence of what your activity was, e.g. travel, study, unemployment, volunteering etc. If your application is successful, we will provide you with a list of acceptable documents and how you can send them to us.

Please note that if you are selected for the role, we will require all documents/evidence before we can confirm your start date with us.

All screening and evidence must be completed satisfactorily before commencement of employment.

We strongly recommend you start to compile this information so you have it ready to supply when needed.

What else do we need from you?

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

Processes will be ever evolving and it is essential that you are adaptable and open to change

Values we look for you to have:

• Process Excellence- Doing things well means something to you and you will always strive to improve on your work.
• Collaboration- You enjoy working with others and you like working as a team player.
• Communication- You can speak and write clearly and in a confident manner.
• Emotional Intelligence-You possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others.
• Open-Mindedness- You are able to be open to different ways of thinking and new ideas.
• Critical Thinking- You are able to think logically when making decisions.
• Solution Orientation- Having a forward thinking mindset focused on resolving challenges.
• Entrepreneurship- Taking ownership, not being afraid to take on new tasks, develop and have a self-driven mindset.

Benefits of being a Customer Service Representative

• On-line recruitment process, with potential job offer within 24 hours and fully paid training
• 28 days’ holiday (including bank holidays), increasing to 30 days following your 1-year service anniversary
• Lifestyle Benefits programme – featuring thousands of discounts, special offers and exclusive employee deals from many retailer partners and also free wellness, kids, and learning classes through our own Community Online Academy.
• Refer & Earn Scheme
• Employee welfare support with free access to our Mental Health Employee Assistance programme, available 24 hours/365 days’ year and our Interactive Health and Wellbeing Hub
• Life Assurance Cover &Pension Scheme
• Length of Service and monthly recognition awards
• Opportunities for career development and progression