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- Tasks: Join us as a Customer Service Specialist, managing caseloads with empathy and professionalism.
- Company: We're a dedicated team focused on enhancing the well-being of vulnerable customers.
- Benefits: Enjoy 28 days holiday, lifestyle discounts, and a supportive work environment.
- Why this job: Make a real impact while developing your skills in a dynamic, fast-paced setting.
- Qualifications: Strong communication skills and a can-do attitude are essential; experience in customer service is a plus.
- Other info: Onsite role in Gateshead with flexible shifts; training provided.
Start date : 3 and 10 February 2025
Rate of Pay : £11.75 per hour, rising to £12.08 per hour after 3 months
Location : Gateshead – PLEASE NOTE THAT THIS IS AN ONSITE ROLE AND WORK FROM HOME IS NOT AVAILABLE FOR THIS POSITION
Shifts : Full time 40 hours per week. Monday – Saturday between 08.00 am and 6:00 pm. You must be fully flexible to work any shifts between these hours .
Training: 11 days
The Role :
We are seeking dedicated Contact Centre Agents to join our team. We are looking for individuals who possess a unique blend of compassion, strong judgment, assessment skills, professionalism, and with excellent time management skills.
This role is unique which entails assessing caseloads, in a timely manner. Your responsibilities include managing a dedicated caseload with empathy, professionalism, and confidentiality, while collaborating with relevant agencies and stakeholders to address complex issues. Ultimately, your role aims to enhance the well-being and financial stability of potential vulnerable customers through proactive intervention and effective case management.
Key Responsibilities
- You should be confident in conducting challenging but effective conversations
- You are required to maintain multiple cases simultaneously, varying by type and stage
- You will be responsible for managing a designated caseload
- You will be required to question in a curious and confident manner, whilst being considerate of potential sensitivities, asking appropriate follow up questions relevant to uniqueness of the case as required to gather evidence
- You should be able to review and compare multiple sources of information, including using reasoned judgement to assess contradictory pieces of evidence
- You should be able to engage with potentially challenging and vulnerable individuals, whilst demonstrating empathy and excellent customer service skills
- At times you will be required to work collaboratively within your own team and with wider teams to support delivery outcomes
- You should be proactive in talking to relevant people to get advice and information when unsure how to proceed
- You will be responsible for managing and conducting caseloads by following a structured review process in adherence to all legal and policy requirements
- You will decide what evidence is appropriate to request as is required to confirm the validity of declarations, considering the uniqueness and context of each individual case
- You will be accountable for planning and conducting robust interviews asking challenging questions to gather all relevant information; exercising judgement to tailor follow up questions specific to each individual case
- Gathering, verifying and assessing all available information, and deciding on an appropriate course of action
- You will be required to record the progress of caseloads on specific systems, including maintaining and retaining relevant evidence in an evidence file including redacting and annotating sensitive material when appropriate
Background Checks
The role you are applying for, requires that you are vetted to Baseline Personnel Screening Standard (BPSS).
If your application is successful, we 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 (including international criminal checks if you have lived outside the UK in the last 5 years)
- Employment/Academic History Check – for a period of three years leading up to your application.
We will require documented evidence of your three-year history such as employer/education references, payslips/P45s, 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.
What else 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 emotional stability, able to remain professional and maintain professionalism and provide consistent customer service when engaging with Claimants
- 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
- Processes will be ever evolving and it is essential that you are adaptable and open to change
Benefits of being a Customer Service Representative
- 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
- Lifestyle Benefits programme – featuring thousands of discounts, special offers and exclusive employee deals from many retailer partners and also free wellness, kids, and learning 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 access to our Mental Health Employee Assistance programme, available 24 hours/365 days’ year and our Interactive Health and Wellbeing Hub
- Life Assurance Cover & Pension Scheme
- Length of Service and monthly recognition awards
- Opportunities for career development and progression
#Priority
Customer Service Specialist employer: Teleperformance
Contact Detail:
Teleperformance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Specialist
✨Tip Number 1
Familiarize yourself with the key responsibilities of the Customer Service Specialist role. Understanding how to manage a caseload with empathy and professionalism will help you stand out during the interview process.
✨Tip Number 2
Practice your communication skills, especially in handling challenging conversations. Being able to demonstrate your ability to engage with vulnerable individuals while maintaining professionalism is crucial for this position.
✨Tip Number 3
Prepare examples from your past experiences that showcase your judgment and assessment skills. Highlight situations where you successfully managed multiple cases or resolved complex issues.
✨Tip Number 4
Since this role requires adaptability, think of instances where you've had to adjust to changing processes or environments. Showing that you can thrive in a dynamic setting will be beneficial.
We think you need these skills to ace Customer Service Specialist
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description. Understand the key responsibilities and required skills, such as empathy, professionalism, and strong judgment. Tailor your application to highlight how your experiences align with these requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to handle challenging conversations. Use specific examples from your past experiences to demonstrate your skills in managing caseloads and engaging with vulnerable individuals.
Highlight Relevant Experience: In your CV, emphasize any previous roles that involved customer service, case management, or working with sensitive information. Be sure to include details about your ability to multitask and maintain professionalism under pressure.
Prepare for Background Checks: Since the role requires background checks, start gathering necessary documents early. This includes proof of identity, employment history, and any other relevant evidence. Being prepared will show your organizational skills and readiness for the role.
How to prepare for a job interview at Teleperformance
✨Show Empathy and Professionalism
During the interview, demonstrate your ability to engage with potentially vulnerable individuals. Share examples of how you've handled sensitive situations in the past, showcasing your compassion and professionalism.
✨Prepare for Challenging Conversations
Be ready to discuss how you would approach difficult conversations. Think about strategies you can use to maintain a positive dialogue while gathering necessary information, and be prepared to role-play scenarios if asked.
✨Highlight Your Time Management Skills
Since the role involves managing multiple cases simultaneously, emphasize your time management abilities. Provide specific examples of how you've successfully juggled various tasks or projects in previous roles.
✨Demonstrate Adaptability
The job requires adaptability to evolving processes. Be prepared to discuss times when you've had to adjust to changes quickly and how you managed those transitions effectively.
