Onsite Caseload Manager & Customer Advocate

Teleperformance Ltd; Manchester; On-site; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Fully paid training

28 days holiday

Lifestyle Benefits programme

Refer & Earn Scheme

Mental Health support

Job summary

Teleperformance Ltd in Manchester is seeking dedicated Contact Centre Agents for an entirely onsite role. The position requires full-time, 40 hours per week with shifts including weekdays and weekend coverage.

Training spans 11 days, with a focus on compassionate, professional customer service and conducting complex case assessments. You will handle a dedicated caseload, gather evidence, and collaborate with agencies to support vulnerable customers, always upholding confidentiality and quality

Qualifications

• We are seeking dedicated Contact Centre Agents with empathy, judgment and professionalism.
• Candidates should demonstrate time management and strong communication skills.
• BPSS background checks are required as part of the application process.
• Candidates must be fully flexible to work shifts and be onsite in Manchester.

Responsibilities

• Conduct challenging but effective conversations with claimants.
• Manage a designated caseload with empathy and confidentiality.
• Gather evidence and assess information from multiple sources.
• Record progress on systems and maintain evidence files with appropriate redaction.
• Collaborate with relevant agencies and stakeholders to resolve cases.
• Plan and conduct robust interviews to obtain relevant information.

Skills

compassion

strong judgment

assessment skills

professionalism

time management

Job description

Teleperformance Ltd in Manchester is seeking dedicated Contact Centre Agents for an entirely onsite role. The position requires full-time, 40 hours per week with shifts including weekdays and weekend coverage.

Training spans 11 days, with a focus on compassionate, professional customer service and conducting complex case assessments. You will handle a dedicated caseload, gather evidence, and collaborate with agencies to support vulnerable customers, always upholding confidentiality and quality