Onsite Customer Care & Complex Case Specialist

TP; Burton upon Trent; On-site; GBP 25,000 - 30,000; Full time

Benefits offered by this job

28 days holiday

Lifestyle Benefits programme

Refer & Earn scheme

Mental Health assistance

Pension

Job summary

TP is seeking dedicated Contact Centre Agents for an onsite role in Manchester. You will manage a dedicated caseload with empathy and professionalism, assessing and intervening to support vulnerable customers while coordinating with relevant agencies and stakeholders.

The role emphasizes strong time management, compassionate communication, and adherence to legal and policy requirements. Training and a 40-hour week with flexible shifts are provided.

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.
• 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.

Responsibilities

• Confidently conduct challenging but effective conversations.
• Manage multiple cases simultaneously with varying types and stages.
• Handle a designated caseload with care and empathy.
• Ask relevant follow-up questions and gather evidence for each case.
• Review and compare information using judgement to assess contradictions.
• Collaborate with teams to support delivery outcomes and seek advice when unsure.

Skills

Empathy

Time management

Customer service

Verbal communication

Written communication

Attention to detail

Job description

TP is seeking dedicated Contact Centre Agents for an onsite role in Manchester. You will manage a dedicated caseload with empathy and professionalism, assessing and intervening to support vulnerable customers while coordinating with relevant agencies and stakeholders.

The role emphasizes strong time management, compassionate communication, and adherence to legal and policy requirements. Training and a 40-hour week with flexible shifts are provided.