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For Companies At a Glance
- Tasks: Help customers navigate government support and benefits through inbound calls.
- Company: Join TP, a supportive team dedicated to making a difference during tough times.
- Benefits: Enjoy 28 days holiday, career growth, wellness programs, and employee discounts.
- Why this job: Make a real impact in people's lives while working in a vibrant environment.
- Qualifications: Strong communication skills and customer service experience are essential.
- Other info: Full-time role with no weekend work; training provided before starting.
The predicted salary is between 19300 - 25000 £ per year.
Job Description
Would you like to make a difference to someone’s life?
Are you driven to serve a real purpose, helping people as we face the terrible hardships and difficulties of the cost of living crisis?
If you said yes to these questions then this challenging yet rewarding role is for you.
We are looking for a team of experienced Full time Inbound Telephone Customer Service Specialists to join our TP family for one of our government campaigns. This is an office-based Telephone role in our Gateshead office and work from home will not be available.
Role: Telephone Customer Service Specialist
Site: Tyne River House Gateshead, NE11 9SZ
Start Date: Start date 14th of April 2025
Contract: Full-Time
Training Duration: 10 days, Monday to Friday (full time training must be attended 9am-5:30pm)
Hours: 37.5 hours per week
Shifts: Monday – Friday 8:00am to 18:15 ( 8-4 / 9-5 / 10-6 )
NO WEEKEND WORKING and NO BANK HOLIDAYS.
Salary: £23,809 PA (£12.21ph)
What does my role involve?
- You will be working in a lively, vibrant and rewarding environment.
- Your day will start by signing into your systems, making sure you are ready for the fast paced day ahead.
• As a Telephone Customer Service Specialist you will provide excellent service to a diverse range of customers and employers.
• You will be working on an inbound Telephone channel helping customers who are inquiring about employment status in line with government guidelines, general claims, payments, advances and impact of Covid-19/government support, change of details/circumstances, new Universal Credit claims and appointment-related queries.
• You will make a difference to people’s lives by informing customers of benefit payments to help with living costs, which may be available to those on a low income, or who are out of work or cannot work.
What do we need from you?
- Strong verbal and written skills with the ability to show 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 friendly telephone manner with the ability to show empathy when needed.
- Customer Service experience.
- Experience of working within a target driven environment to a high standard
- PC skills, and the ability to navigate multiple systems competently, with ease
- A good consistent typing speed and the ability to multi task.
- Take ownership of situations with positivity, resilience and a dedicated approach to providing service excellence.
• Ability to work within a fast paced, challenging and rewarding environment.
What you get from us
- On-line recruitment process, with potential job offer within 24 hours and fully paid training.
- • 28 days’ holiday (including bank holidays), increasing to 30 days following your 1-year service anniversary.
- Excellent opportunities for career development and progression. TP prefer to promote from within.
- Lifestyle Benefits programme – featuring thousands of discounts.
- Special offers and exclusive employee deals from many retailer partners.
- Free wellness, learning and kids classes through our own Community Online Academy
- Refer & Earn Scheme – earn up to £900 for referring a friend to work for TP! And £300 for your friend too!
- Employee welfare support with free, 24/7 access to our Employee Assistance programme.
- Free Mental health, Physical health, Financial advice, plus lots more advice through our TPHelp@hand programme.
- TP's excellent Interactive Health and Wellbeing Hub.
- TP's you are never alone ethos, there is always someone to support.
- Life Assurance Cover & Pension Scheme.
- Length of Service and monthly recognition awards.
The role you are applying for, requires that you are vetted to Baseline Personnel Screening Standard (BPSS).
If your application is successful, you will ask you to provide documents/evidence to allow us to perform the below checks:
- Identity check
- Nationality and Immigration Status (including the entitlement to undertake the work we are offering)
- Basic Criminal Records Check
- Employment/Academic History Check – for a period three years leading up to your application.
We will require documented evidence of your three year history. employer/education references, payslips/P45, other evidence of salary payments. If you had any gaps in work/education during this time, we will need evidence of what your activity was, e.g. travel, study, unemployment, volunteering etc. If your application is successful, we will provide you with a list of acceptable documents and how you can send them to us.
Please note that if you are selected for the role, we will require all documents/evidence before we can confirm your start date with us. All screening and evidence must be completed satisfactorily before commencement of employment. We strongly recommend you start to compile this information so you have it ready to supply when needed
If you think you match the above, want to make a difference and have a desire to help resolve complex issues then please APPLY TODAY to create your application and a member of our friendly recruitment team will be in touch with you within 48 hours!
#Priority
Customer Service Expert B&M - Gateshead employer: Teleperformance
Contact Detail:
Teleperformance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Expert B&M - Gateshead
✨Tip Number 1
Familiarize yourself with the specific government campaigns and support programs related to employment and benefits. Understanding these topics will help you engage more effectively with customers and demonstrate your commitment to making a difference.
✨Tip Number 2
Practice your telephone communication skills, focusing on empathy and clarity. Since this role requires a professional and friendly telephone manner, being able to convey warmth and understanding over the phone is crucial.
✨Tip Number 3
Prepare for a fast-paced environment by honing your multitasking abilities. You’ll need to navigate multiple systems while assisting customers, so practicing how to manage various tasks simultaneously will give you an edge.
✨Tip Number 4
Gather any necessary documentation for the Baseline Personnel Screening Standard (BPSS) in advance. Being proactive about this process will show your readiness and help expedite your onboarding if selected.
We think you need these skills to ace Customer Service Expert B&M - Gateshead
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the responsibilities and requirements of the Telephone Customer Service Specialist position. Tailor your application to highlight relevant experience and skills that match the role.
Highlight Relevant Experience: In your CV and cover letter, emphasize your customer service experience, especially in fast-paced environments. Provide specific examples of how you've successfully handled customer inquiries or resolved issues.
Showcase Your Skills: Make sure to demonstrate your strong verbal and written communication skills in your application. Mention your ability to multitask and navigate multiple systems, as these are crucial for the role.
Prepare for Background Checks: Since the role requires vetting to Baseline Personnel Screening Standard (BPSS), start gathering necessary documents such as identity proof, employment history, and any evidence of gaps in work or education. This will streamline the process if your application is successful.
How to prepare for a job interview at Teleperformance
✨Show Your Empathy
In this role, you'll be helping people during tough times. Make sure to express your understanding and empathy during the interview. Share examples of how you've helped customers in the past, especially in challenging situations.
✨Demonstrate Your Communication Skills
Strong verbal and written communication skills are crucial for this position. Practice articulating your thoughts clearly and concisely. You might even want to prepare a brief introduction about yourself that highlights your customer service experience.
✨Prepare for Scenario Questions
Expect questions that assess your ability to handle difficult customer interactions. Think of specific scenarios from your past experiences where you successfully resolved issues or provided excellent service, and be ready to discuss them.
✨Familiarize Yourself with Government Support Programs
Since you'll be dealing with inquiries related to government support, it’s beneficial to have a basic understanding of programs like Universal Credit. This knowledge will help you answer questions confidently and show your commitment to the role.
