Public Sector Case Manager - Empathetic Client Advocate

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

Benefits offered by this job

28 days’ holiday including bank holidA

Refer & Earn Scheme

Mental Health Employee Assistance (EAP

Life Assurance & Pension Scheme

Career development opportunities

Job summary

Teleperformance in Glasgow is hiring Customer Service Representatives to support a caseload of vulnerable claimants. You will conduct sensitive conversations, gather evidence, and coordinate with partner agencies to resolve cases with empathy and professionalism.

The role requires full-time hours, Monday to Friday, 8am–6pm, on-site only, with 11 days of training. You will undergo BPSS checks and provide documents for identity, residency, and employment history.

Qualifications

• Customer service experience with vulnerable individuals is preferred.
• Ability to handle confidential information.
• Strong verbal and written skills.
• Proficient PC and multiple systems navigation.

Responsibilities

• Conduct challenging but effective conversations with claimants.
• Maintain and manage a designated caseload.
• Review and verify information from multiple sources to assess evidence.
• Engage with potentially vulnerable individuals with empathy and professionalism.
• Work collaboratively with internal teams and external agencies to support delivery outcomes.

Skills

Empathy

Excellent communication

Time management

Case management

Questioning skills

Job description

Teleperformance in Glasgow is hiring Customer Service Representatives to support a caseload of vulnerable claimants. You will conduct sensitive conversations, gather evidence, and coordinate with partner agencies to resolve cases with empathy and professionalism.

The role requires full-time hours, Monday to Friday, 8am–6pm, on-site only, with 11 days of training. You will undergo BPSS checks and provide documents for identity, residency, and employment history.