At a Glance
- Tasks: Support customers with empathy and professionalism while managing a dedicated caseload.
- Company: Join a dynamic team focused on enhancing customer well-being in Gateshead.
- Benefits: Competitive salary, 28 days holiday, wellness support, and career development opportunities.
- Other info: Flexible shifts and comprehensive training provided for all new hires.
- Why this job: Make a real difference in people's lives while developing your skills in a supportive environment.
- Qualifications: Strong communication skills and the ability to manage multiple cases effectively.
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
- Refer & Earn Scheme
- Employee welfare support with free access to our Mental Health Employee Assistance programme, available 24 hours 365 days a 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
Important Note: Please note, only candidates who meet specific proficiency scores will be able to proceed on this campaign. Where you pass the assessment but not the above requirements, we may endeavour to find other suitable roles for you, however this may not be possible and we reserve the right to reject your application.
Customer Service Specialist in Gateshead employer: T&P
Join our dedicated team in Gateshead as a Customer Service Specialist, where you will not only enhance the well-being of vulnerable customers but also thrive in a supportive work culture that values compassion and professionalism. With comprehensive training, generous holiday allowances, and a commitment to employee growth through career development opportunities, we ensure that our staff feel valued and empowered. Enjoy unique lifestyle benefits and a robust mental health support system, making this an excellent place for meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Specialist in Gateshead
✨Tip Number 1
Get to know the company before your interview! Research their values, mission, and recent news. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role involves engaging with potentially vulnerable individuals, being able to express empathy and professionalism is key. Try role-playing with a friend or family member to build your confidence.
✨Tip Number 3
Prepare for situational questions! Think about how you would handle challenging conversations or manage multiple cases. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Customer Service Specialist in Gateshead
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the role of a Customer Service Specialist. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Empathy:Since this role involves engaging with potentially vulnerable individuals, it's crucial to demonstrate your empathy in your written application. Share examples of how you've handled sensitive situations in the past.
Be Clear and Concise:Keep your application clear and to the point. We appreciate well-structured responses that are easy to read. Avoid jargon and focus on conveying your message effectively.
Apply Through Our Website:Don't forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, it makes the whole process smoother for everyone involved.
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, like empathy, professionalism, and time management. This will help you tailor your answers to show 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 demonstrate your ability to ask sensitive questions while maintaining professionalism and empathy.
✨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 of how you've effectively managed your time and resources in previous roles, highlighting your organisational skills.
✨Demonstrate Adaptability
With processes constantly evolving, it's crucial to show that you're adaptable. Think of instances where you've successfully adjusted to changes in your work environment or processes. This will reassure the interviewers that you can thrive in a dynamic setting.
