Onsite Case Management & Customer Support Specialist

Tp-8f723eaf; Gateshead; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

28 days holiday

Life Assurance

Pension Scheme

Career progression

Job summary

Tp-8f723eaf is seeking dedicated Contact Centre Agents for an onsite role in Gateshead. You will manage a dedicated caseload, conduct sensitive conversations with empathy, and work within a structured review process to support vulnerable customers. Training is provided, with a 40-hour week schedule.

Key responsibilities include handling multiple cases, gathering evidence, and collaborating with internal teams while maintaining professionalism and confidentiality throughout the process.

Qualifications

• Proven ability to handle sensitive information
• Strong communication and listening skills
• Ability to assess situations with discretion and professionalism

Responsibilities

• Conduct challenging but effective conversations with claimants
• Manage a caseload with multiple cases at varying stages
• Review information from multiple sources to assess evidence
• Ask appropriate follow-up questions to gather necessary details
• Collaborate with team and stakeholders to support delivery outcomes
• Follow a structured review process compliant with legal and policy requirements
• Record progress and maintain evidence files, redacting sensitive material when needed

Skills

Empathy

Time management

Judgment

Confidentiality

Communication

Job description

Tp-8f723eaf is seeking dedicated Contact Centre Agents for an onsite role in Gateshead. You will manage a dedicated caseload, conduct sensitive conversations with empathy, and work within a structured review process to support vulnerable customers. Training is provided, with a 40-hour week schedule.

Key responsibilities include handling multiple cases, gathering evidence, and collaborating with internal teams while maintaining professionalism and confidentiality throughout the process.