Onsite Case Manager - Compassionate Customer Support

Tp-8f723eaf; Manchester; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

28 days holiday

Life Assurance

Pension scheme

Wellbeing resources

Job summary

Tp-8f723eaf is seeking dedicated Contact Centre Agents for an on-site role in Manchester. The position involves assessing caseloads, managing cases with empathy and confidentiality, and collaborating with agencies to support vulnerable customers.

Training spans 11 days, with full-time shifts 08:00–18:00, Monday–Saturday, and full flexibility required. Applicants must be vetted to BPSS and undergo identity, nationality, criminal, and employment history checks before start.

Qualifications

• Strong verbal and written communication skills with attention to detail.
• Ability to establish excellent customer relationships in a fast-paced environment.
• Professional and emotionally stable, able to maintain service quality with Claimants.
• A can-do attitude with the ability to interact with lots of different people.
• PC skills and ability to navigate multiple systems; fast typist and multi-tasker.

Responsibilities

• Conduct challenging but effective conversations with customers.
• Manage a designated caseload and review information from multiple sources.
• Ask relevant follow-up questions to gather evidence and assess cases.
• Collaborate with internal teams to support delivery outcomes.
• Record progress and maintain evidence files, redacting sensitive material when needed.

Skills

Verbal communication

Written communication

Attention to detail

Empathy

Time management

Multitasking

Professionalism

Problem solving

Job description

Tp-8f723eaf is seeking dedicated Contact Centre Agents for an on-site role in Manchester. The position involves assessing caseloads, managing cases with empathy and confidentiality, and collaborating with agencies to support vulnerable customers.

Training spans 11 days, with full-time shifts 08:00–18:00, Monday–Saturday, and full flexibility required. Applicants must be vetted to BPSS and undergo identity, nationality, criminal, and employment history checks before start.