Onsite Customer Case Manager - Empathy & Impact

Teleperformance; Sunderland; On-site; GBP 23,000 - 32,000; Full time

Benefits offered by this job

28 days holiday

Training provided (11 days)

On-site role - Gateshead

Lifecycle and wellbeing support

Job summary

Teleperformance in Gateshead is seeking dedicated Contact Centre Agents to join our team. You will manage a dedicated caseload with empathy, professionalism, and confidentiality, addressing diverse customer needs and coordinating with agencies to support vulnerable customers.

The role requires handling multiple cases, maintaining records, and working full-time 40 hours per week, Monday to Friday between 08:00 and 18:00, with 11 days of training. On-site only, no work-from-home options.

Qualifications

• Strong verbal and written skills.
• Ability to establish excellent customer relationships in a fast-paced environment.
• PC skills and the ability to navigate multiple systems competently, with ease.
• Ability to multi task and maintain attention to detail.

Responsibilities

• Conduct challenging but effective conversations with customers.
• Manage a designated caseload and review information from multiple sources.
• Engage with potentially vulnerable individuals with empathy and professionalism.
• Record progress of caseloads on systems with evidence handling and redaction where appropriate.
• Plan and conduct robust interviews to gather relevant information and evidence.

Job description

Teleperformance in Gateshead is seeking dedicated Contact Centre Agents to join our team. You will manage a dedicated caseload with empathy, professionalism, and confidentiality, addressing diverse customer needs and coordinating with agencies to support vulnerable customers.

The role requires handling multiple cases, maintaining records, and working full-time 40 hours per week, Monday to Friday between 08:00 and 18:00, with 11 days of training. On-site only, no work-from-home options.