At a Glance
- Tasks: Help customers navigate government support and benefits through inbound calls.
- Company: Join TP, a vibrant team dedicated to making a difference in people's lives.
- Benefits: Enjoy perks like discounts, wellbeing resources, and a cycle to work scheme.
- Other info: This is an onsite role in Glasgow with no remote work options.
- Why this job: Make a real impact during tough times while working in a supportive environment.
- Qualifications: Strong communication skills and customer service experience are essential.
The predicted salary is between 19800 - 19800 £ per year.
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 - THIS IS AN ONSITE ROLE ONLY AND NO REMOTE WORKING IS AVAILABLE
Site: Cuprum Building, 480 Argyle Street, Glasgow, G2 8NH
Start Date: 04/08/2025
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 (8-4:30 / 9-5:30 / 10-6:15) NO WEEKEND WORKING and NO BANK HOLIDAYS.
Salary: (£12.21) 23,809.5 PA
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:
- Perks at Work – Savings Discounts / Free Online Classes
- 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
The role you are applying for requires that you are vetted to Baseline Personnel Screening Standard (BPSS). If your application is successful, you will be asked 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 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!
Customer Service Expert - Glasgow - (Government) (Airdrie) employer: Teleperformance
Join our dedicated team in Glasgow as a Customer Service Expert, where you will play a vital role in supporting individuals during challenging times. We offer a vibrant work culture with no weekend or bank holiday shifts, ensuring a healthy work-life balance, alongside comprehensive benefits including wellbeing resources and a cycle to work scheme. With a strong focus on employee growth and recognition through monthly awards, this is an excellent opportunity for those looking to make a meaningful impact while advancing their career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Expert - Glasgow - (Government) (Airdrie)
✨Tip Number 1
Familiarise yourself with the government support schemes and benefits available, especially those related to the cost of living crisis. This knowledge will not only help you in the role but also impress during your interview.
✨Tip Number 2
Practice your telephone communication skills by engaging in mock calls with friends or family. Focus on maintaining a friendly and professional tone while demonstrating empathy, as these are key qualities for this position.
✨Tip Number 3
Prepare to discuss your previous customer service experiences in detail. Think of specific examples where you successfully resolved issues or helped customers, as this will showcase your ability to thrive in a fast-paced environment.
✨Tip Number 4
Research StudySmarter and our values, particularly our commitment to making a difference in people's lives. Being able to articulate how your personal values align with ours can set you apart from other candidates.
We think you need these skills to ace Customer Service Expert - Glasgow - (Government) (Airdrie)
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant customer service experience, especially in fast-paced environments. Emphasise your verbal and written communication skills, as well as any experience dealing with sensitive situations.
Craft a Compelling Cover Letter:Write a cover letter that showcases your passion for helping others, particularly in the context of the cost of living crisis. Mention specific examples of how you've provided excellent customer service in the past.
Highlight Relevant Skills:In your application, clearly outline your ability to multitask, navigate multiple systems, and maintain a professional telephone manner. These skills are crucial for the role and should be front and centre.
Prepare for Background Checks:Since the role requires Baseline Personnel Screening Standard (BPSS), start gathering necessary documents like identity proof, employment history, and references. Being prepared will streamline the process if you're selected.
How to prepare for a job interview at Teleperformance
✨Show Your Empathy
As a Customer Service Expert, you'll be helping people through 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 role. Practice articulating your thoughts clearly and confidently. You might even want to prepare a few scenarios where you successfully resolved customer issues over the phone.
✨Highlight Your Experience with Targets
This position requires working in a target-driven environment. Be ready to discuss your previous experiences where you met or exceeded targets. Use specific metrics if possible to showcase your achievements.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about common customer service challenges and how you would handle them. This will show your potential employer that you're ready for the fast-paced nature of the job.
