Onsite Case & Customer Care Specialist

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

Benefits offered by this job

28 days holiday (including bank hols)

Life Assurance & Pension Scheme

Wellbeing benefits programme

Job summary

TP in Gateshead is hiring Contact Centre Agents for an onsite role with a 40-hour week, starting 20 January 2027. You will assess caseloads, conduct careful interviews, and collaborate with agencies to support vulnerable customers and safeguard wellbeing and financial stability.

The role requires flexibility to cover shifts 08:00–18:00, Monday to Friday, with 11 days of training. BPSS vetting applies, and a strong focus on professional communication and accurate record-keeping is essential.

Qualifications

• Strong verbal and written skills with 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 consistency in customer service when engaging with claimants
• PC skills and the ability to navigate multiple systems competently
• Good typing speed and ability to multi-task

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

Job description

TP in Gateshead is hiring Contact Centre Agents for an onsite role with a 40-hour week, starting 20 January 2027. You will assess caseloads, conduct careful interviews, and collaborate with agencies to support vulnerable customers and safeguard wellbeing and financial stability.

The role requires flexibility to cover shifts 08:00–18:00, Monday to Friday, with 11 days of training. BPSS vetting applies, and a strong focus on professional communication and accurate record-keeping is essential.