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For Companies At a Glance
- Tasks: Provide top-notch customer service via phone, helping people with their employment inquiries.
- Company: Join a supportive team dedicated to making a difference in people's lives.
- Benefits: Enjoy discounts, wellbeing resources, and a workplace pension.
- Why this job: Make a real impact by assisting customers during challenging times.
- Qualifications: Strong communication skills and a can-do attitude are essential.
- Other info: Office-based role in Gateshead with great career progression opportunities.
The predicted salary is between 30000 - 42000 £ per year.
Overview
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.
Responsibilities
- Provide excellent service to a diverse range of customers and employers on an inbound Telephone channel.
- Assist with inquiries about employment status, general claims, payments, advances, government Covid-19 support, change of details/circumstances, new Universal Credit claims, and appointment-related queries.
- Inform customers of benefit payments to help with living costs for those on a low income, or who are out of work or cannot work.
- Demonstrate strong verbal and written communication with attention to detail.
- Establish excellent customer relationships in a fast-paced environment.
- Interact with many different people with a can-do attitude.
- Maintain a professional and friendly telephone manner with empathy when needed.
- Utilise PC skills to navigate multiple systems competently and efficiently.
- Take ownership of situations with positivity, resilience and a focus on service excellence.
- Work effectively in a fast-paced, challenging and rewarding environment.
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.
- 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.
- 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.
Additional Information
Role details: 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.
Benefits
- Help@Hand - Savings Discounts/Podcast/Wellbeing Resources/Webinars/Access to GP's, Mental Health Support, Financial Advice, Legal Advice.
- Critical Illness - up to £10,000.
- Cycle to Work Scheme.
- Eyecare support voucher.
- Holiday Purchase Scheme.
- Length of Service Awards.
- Workplace Pension.
- Monthly Inspire Awards - For the best of the best.
- Refer-A-Friend earns up to £1,200 for you.
- Monthly Wellbeing Webinars.
- Dedicated Employee Experience Progress - Here to support TP journey.
Security and Compliance
The role you are applying for requires that you are vetted to the Baseline Personnel Screening Standard (BPSS). If your application is successful, you will be asked to provide documents/evidence to enable the following checks: identity, nationality and immigration status (including entitlement to undertake the work), basic criminal records check, and employment/academic history checks for the past three years. Documentation may include employer/education references, payslips/P45, and other evidence of salary payments. If there are gaps in work/education during this period, evidence of activity (e.g., travel, study, unemployment, volunteering) will be required. A list of acceptable documents and submission instructions will be provided if your application is successful.
Customer Service Expert - Gateshead onsite (Government Contract) in Newcastle upon Tyne employer: Teleperformance SE
Contact Detail:
Teleperformance SE Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Expert - Gateshead onsite (Government Contract) in Newcastle upon Tyne
✨Tip Number 1
Get to know the company and its values before your interview. This will help you tailor your responses and show that you're genuinely interested in being part of the team. Plus, it gives you a chance to ask insightful questions!
✨Tip Number 2
Practice your telephone skills! Since this role is all about inbound calls, try role-playing with a friend or family member. Focus on maintaining a friendly tone and showing empathy, as these are key to providing excellent customer service.
✨Tip Number 3
Be ready to share examples from your past experiences that demonstrate your ability to handle challenging situations. Think about times when you’ve gone above and beyond for a customer or resolved a tricky issue – these stories can really make you stand out!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect with us directly.
We think you need these skills to ace Customer Service Expert - Gateshead onsite (Government Contract) in Newcastle upon Tyne
Some tips for your application 🫡
Show Off Your Communication Skills: Since this role is all about customer service, make sure your written application highlights your strong verbal and written communication skills. Use clear and concise language to demonstrate your attention to detail and ability to connect with diverse customers.
Tailor Your Application: Don’t just send a generic application! Tailor your CV and cover letter to reflect the specific responsibilities and qualifications mentioned in the job description. Show us how your experience aligns with what we’re looking for in a Customer Service Expert.
Highlight Your Can-Do Attitude: We love a positive attitude! In your application, share examples of how you’ve tackled challenges in previous roles. This will help us see your resilience and dedication to providing excellent service, which is key for this position.
Apply Through Our Website: Make it easy for us to find your application by applying directly through our website. It’s the best way to ensure your details are submitted correctly and that we can get back to you quickly!
How to prepare for a job interview at Teleperformance SE
✨Know Your Stuff
Familiarise yourself with the role and responsibilities of a Customer Service Expert. Understand the key areas like Universal Credit claims, government support, and how to handle various customer inquiries. This knowledge will help you answer questions confidently and show that you're genuinely interested in the position.
✨Practice Your Communication Skills
Since this role involves a lot of telephone interaction, practice your verbal communication skills. Try role-playing with a friend or family member to simulate customer calls. Focus on maintaining a friendly tone, showing empathy, and being clear and concise in your responses.
✨Showcase Your Problem-Solving Abilities
Prepare examples from your past experiences where you've successfully resolved customer issues. Highlight your ability to take ownership of situations and demonstrate resilience. This will show the interviewers that you can handle the fast-paced environment and challenging scenarios effectively.
✨Be Ready for Scenario Questions
Expect scenario-based questions during the interview. Think about how you would handle specific customer situations, such as dealing with an upset caller or providing information about benefit payments. Practising these scenarios will help you articulate your thought process and approach during the interview.
