Onsite Case Management & Customer Care Specialist

Teleperformance Ltd; Gateshead; On-site; GBP 21,000 - 26,000; Full time

Job summary

Teleperformance Ltd in Gateshead is seeking dedicated Contact Centre Agents for an onsite role. You will manage a designated caseload with empathy, confidentiality, and collaboration with relevant agencies to support vulnerable customers and improve their wellbeing and financial stability.

The role requires conducting robust interviews, gathering evidence, and making informed decisions within a structured review process, while maintaining high standards of customer service and professional

Qualifications

• 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.
• 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.

Responsibilities

• Conduct challenging but effective conversations with individuals.
• Maintain multiple cases simultaneously, varying by type and stage.
• Manage a designated caseload.
• Ask relevant follow-up questions to gather evidence and tailor inquiries to each case.
• Review and compare information from multiple sources, using reasoned judgement to resolve contradictions.
• Engage with potentially challenging and vulnerable individuals with empathy and excellent customer service.
• Collaborate within your team and with wider teams to support delivery outcomes.
• Proactively talk to relevant people to obtain advice and information when unsure how to proceed.
• Record progress on systems, retain evidence, and redact sensitive material when appropriate.
• Complete screening and evidence checks as required before commencement.

Skills

Empathy

Strong judgment

Assessment skills

Professionalism

Time management

Job description

Teleperformance Ltd in Gateshead is seeking dedicated Contact Centre Agents for an onsite role. You will manage a designated caseload with empathy, confidentiality, and collaboration with relevant agencies to support vulnerable customers and improve their wellbeing and financial stability.

The role requires conducting robust interviews, gathering evidence, and making informed decisions within a structured review process, while maintaining high standards of customer service and professional