Customer Service Specialist

ZipRecruiter; Newcastle upon Tyne; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading recruitment firm in Newcastle upon Tyne is seeking dedicated Contact Centre Agents for an onsite role. This position involves managing cases, demonstrating compassion and professionalism while assessing customer needs. Ideal candidates will have strong communication skills and the ability to multitask in a dynamic environment. The role offers full-time hours, competitive pay, and a supportive work culture with various benefits.

Benefits

28 days holiday

Employee welfare support

Life Assurance Cover

Pension Scheme

Career development opportunities

Qualifications

• Strong verbal and written skills.
• Ability to establish excellent customer relationships.
• Professional and emotional stability under pressure.

Responsibilities

• Conduct challenging conversations with empathy.
• Manage multiple cases simultaneously.
• Gather and verify information to assess cases.

Skills

Compassion

Judgment

Time Management

Customer Service

Attention to Detail

Tools

PC Skills

Job description

Job Description

Start date: 13 October 2025
Rate of Pay: £12.86 per hour
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:

• Identity check
• Nationality and Immigration Status (including the entitlement to undertake the work we are offering)
• Basic Criminal Records Check (including international criminal checks if you have lived outside the UK in the last 5 years)
• 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.

Requirements

Strong verbal and written skills with the ability to show attention to detail
Ability to establish excellent customer relationships in a fast-paced environment
A can-do attitude with the ability to interact with lots of different people
Professional and emotional stability, able to remain professional and maintain professionalism and provide consistent customer service when engaging with Claimants
PC skills, and the ability to navigate multiple systems competently, with ease
A good consistent typing speed and the ability to multi task

Benefits

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

Please note, only candidates who meet specific proficiency scores will be able to proceed on this campaign, this supersedes any other pass mark you may receive.

Where you pass the assessment but not the above requirements we will endeavour to find other suitable roles for you however this may not be possible, in this instance we reserve the right to reject your application

Disclaimer: Please be vigilant against job scams. Teleperformance will never contact you about anything other than your application through our official channels - UK phone number, text or Teleperformance or talent.icims email address.