Public Sector Customer Case Manager

TP; Glasgow; 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 Support Access

Life Assurance & Pension Scheme

Career development opportunities

Job summary

TP in Glasgow is seeking dedicated Contact Centre Agents to join our team. You will assess caseloads with empathy and professionalism, coordinating with relevant agencies to support vulnerable customers and improve wellbeing and financial stability.

The role requires handling a dedicated caseload, strong communication, and ability to ask targeted follow-up questions while maintaining confidentiality. Full-time, on-site hours with a 11-day training period and 40-hour weeks.

Qualifications

• Strong verbal and written skills with attention to detail.
• Ability to maintain confidentiality and handle sensitive information.
• Experience handling multiple cases with professionalism in a fast-paced environment.

Responsibilities

• Conduct challenging but effective conversations with customers.
• Manage a designated caseload with empathy and professionalism.
• Review information from multiple sources and assess evidence.
• Engage with potentially vulnerable individuals while delivering excellent customer service.
• Collaborate with team and wider colleagues to support outcomes.
• Plan and conduct robust interviews to gather relevant information.

Skills

Empathy

Communication

Time management

Judgement

Case management

Confidentiality

Collaboration

Adaptability

Job description

TP in Glasgow is seeking dedicated Contact Centre Agents to join our team. You will assess caseloads with empathy and professionalism, coordinating with relevant agencies to support vulnerable customers and improve wellbeing and financial stability.

The role requires handling a dedicated caseload, strong communication, and ability to ask targeted follow-up questions while maintaining confidentiality. Full-time, on-site hours with a 11-day training period and 40-hour weeks.