At a Glance
- Tasks: Manage caseloads with empathy and professionalism while collaborating with various stakeholders.
- Company: Join a supportive team dedicated to enhancing customer well-being.
- Benefits: Competitive salary, 28 days holiday, and exclusive employee discounts.
- Other info: Flexible shifts and comprehensive training provided.
- Why this job: Make a real difference in people's lives while developing your customer service skills.
- Qualifications: Strong communication skills and the ability to handle sensitive situations.
The predicted salary is between 27601 - 27601 € per year.
Start date: 1st July 2026
Rate of Pay: £27,601.60 per annum
Location: Gateshead - please note that this is an on-site role and work from home is not available for this position.
Shifts: Full time 40 hours per week. Monday – Friday between 08:00 am and 06:00 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 judgement, assessment skills, professionalism, and excellent time management skills. This role 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:
- Confidence in conducting challenging but effective conversations
- Maintain multiple cases simultaneously, varying by type and stage
- Responsibility for managing a designated caseload
- Question in a curious and confident manner, whilst being considerate of potential sensitivities, asking appropriate follow-up questions relevant to the uniqueness of the case to gather evidence
- Review and compare multiple sources of information, including using reasoned judgement to assess contradictory pieces of evidence
- Engage with potentially challenging and vulnerable individuals, whilst demonstrating empathy and excellent customer-service skills
- Work collaboratively within your own team and with wider teams to support delivery outcomes
- Proactively talk to relevant people to get advice and information when unsure how to proceed
- Manage and conduct caseloads by following a structured review process in adherence to all legal and policy requirements
- Decide what evidence is appropriate to request to confirm the validity of declarations, considering the uniqueness and context of each individual case
- 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
- Gather, verify and assess all available information and decide on an appropriate course of action
- Record the progress of caseloads on specific systems, including maintaining and retaining relevant evidence in an evidence file and redacting/annotating sensitive material when appropriate
Background Checks:
This role 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 following checks:
- Identity check
- Nationality and Immigration Status (including entitlement to undertake the work offered)
- 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, or other evidence of salary payments. If you had any gaps in work/education during this time, we will need evidence of your activity (e.g., travel, study, unemployment, volunteering). If you are selected for the role, we will provide a list of acceptable documents and how to send them to us. All screening and evidence must be completed satisfactorily before commencement of employment. Please note that if you are selected, we require all documents/evidence before we can confirm your start date.
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 many 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
- Process changes 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
Customer Service Specialist employer: T&P
Join our dedicated team in Gateshead as a Customer Service Specialist, where you will have the opportunity to make a meaningful impact on the lives of vulnerable customers. We pride ourselves on fostering a supportive work culture that values compassion and professionalism, offering comprehensive training and a clear path for career growth. With competitive pay, generous holiday allowances, and a range of lifestyle benefits, we are committed to ensuring our employees thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Specialist
✨Tip Number 1
Get to know the company before your interview! Research their values, mission, and recent news. This will help us tailor our answers and show that we're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or in front of a mirror. This will boost our confidence and help us articulate our thoughts clearly during the actual interview.
✨Tip Number 3
Dress the part! Even if it's a virtual interview, looking professional can make a huge difference. It shows we respect the opportunity and are serious about the role.
✨Tip Number 4
Follow up after the interview! A quick thank-you email can set us apart from other candidates. It’s a nice touch that shows our appreciation and keeps us on their radar.
We think you need these skills to ace Customer Service Specialist
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Service Specialist role. Highlight your relevant experience and skills that match the job description, especially your ability to manage caseloads and engage with vulnerable individuals.
Showcase Your Empathy:In your written application, emphasise your compassion and professionalism. Use examples from your past experiences where you've successfully handled challenging conversations or supported customers in need.
Attention to Detail is Key:Double-check your application for any typos or errors. We want to see that you can maintain a high level of accuracy, which is crucial for managing sensitive information in this role.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the quickest way for us to receive your details and get back to you. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at T&P
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Customer Service Specialist. Familiarise yourself with the key skills mentioned in the job description, such as empathy, professionalism, and time management. This will help you tailor your answers to demonstrate how you fit the role.
✨Prepare for Challenging Conversations
Since the role involves conducting challenging conversations, think about examples from your past experiences where you've successfully navigated difficult discussions. Be ready to showcase your ability to ask sensitive questions while maintaining professionalism and compassion.
✨Showcase Your Multi-Tasking Skills
The job requires managing multiple cases simultaneously, so be prepared to discuss how you handle competing priorities. Share specific examples that highlight your organisational skills and ability to stay calm under pressure, which are crucial for this position.
✨Demonstrate Your Adaptability
With processes constantly evolving, it's important to show that you're adaptable and open to change. Think of instances where you've successfully adjusted to new situations or changes in your work environment, and be ready to share these stories during your interview.
