Customer Service Specialist: Complex Caseload Support

TP; Gateshead; On-site; GBP 25,000 - 30,000; Full time

Benefits offered by this job

28 days’ holiday

Lifestyle Benefits programme

Refer & Earn Scheme

Mental Health EAP

Life Assurance & Pension

Career development opportunities

Job summary

Teleperformance in Gateshead is recruiting dedicated Contact Centre Agents to manage a caseload with empathy and professionalism. You will perform structured reviews, collect and verify evidence, and liaise with agencies to support vulnerable customers.

The role is on-site, full-time, and requires flexibility to cover 08:00–18:00, Monday to Friday. You will undergo BPSS background checks and document verification, ensuring compliance with legal and policy requirements.

Qualifications

• Strong verbal and written skills with attention to detail.
• Professional and emotional stability in challenging conversations.
• PC skills and ability to navigate multiple systems.
• Good typing speed and ability to multitask.
• Empathy and confidentiality when dealing with sensitive cases.

Responsibilities

• Conduct challenging but effective conversations with clients.
• Manage a designated caseload across different stages.
• Question in a curious and confident manner to gather evidence.
• Review multiple information sources and assess contradictions.
• Engage with potentially vulnerable individuals with empathy and high service standards.
• Collaborate with team and wider departments to support delivery outcomes.
• Gather information and plan actions following a structured review process.

Skills

Empathy

Communication skills

Time management

Multitasking

PC literacy

CRM systems

Tools

CRM systems

Data entry

Job description

Teleperformance in Gateshead is recruiting dedicated Contact Centre Agents to manage a caseload with empathy and professionalism. You will perform structured reviews, collect and verify evidence, and liaise with agencies to support vulnerable customers.

The role is on-site, full-time, and requires flexibility to cover 08:00–18:00, Monday to Friday. You will undergo BPSS background checks and document verification, ensuring compliance with legal and policy requirements.