Onsite Customer Care & Case Specialist

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

Benefits offered by this job

28 days holiday

Life Assurance & Pension Scheme

Mental Health support programme

Refer & Earn Scheme

Career development opportunities

Job summary

TP in Manchester is seeking dedicated Contact Centre Agents for an onsite role. The position involves managing a dedicated caseload with empathy and professional conduct, supporting vulnerable customers through proactive intervention and effective case management.

Training spans 11 days, with full-time shifts 08:00–18:00, Monday to Saturday, and strong emphasis on documentation and evidence gathering. You will conduct challenging conversations, handle multiple cases, and work collaboratively

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 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.

Responsibilities

• Conduct challenging but effective conversations with customers.
• Maintain multiple cases simultaneously, varying by type and stage.
• Manage a designated caseload with empathy and professionalism.
• Question in a curious and confident manner, following up to gather evidence.
• Review and compare information, using judgement on contradictions.
• Engage with potentially vulnerable individuals with empathy and strong service.
• Collaborate within own team and wider teams to support delivery outcomes.
• Proactively seek advice and information when unsure how to proceed.
• Follow a structured review process to manage caseloads in line with laws and policies.
• Decide what evidence to request to confirm declarations' validity.

Job description

TP in Manchester is seeking dedicated Contact Centre Agents for an onsite role. The position involves managing a dedicated caseload with empathy and professional conduct, supporting vulnerable customers through proactive intervention and effective case management.

Training spans 11 days, with full-time shifts 08:00–18:00, Monday to Saturday, and strong emphasis on documentation and evidence gathering. You will conduct challenging conversations, handle multiple cases, and work collaboratively