Customer Service Advisor

4 days ago

Ryton, United Kingdom Teleperformance Full time

Start date: Ongoing fromSeptember 2024

Rate of Pay: £11.75 perhour, rising to £12.08 per hour after 3months

Location: Gateshead -PLEASE NOTE THAT THIS IS AN ONSITE ROLE AND WORK FROMHOME IS NOT AVAILABLE FOR THISPOSITION

Shifts: Full time 40hours per week. Monday – Saturday between 08.00 am and 6:00pm. You must be fully flexible to work any shiftsbetween these hours.

Training:12 days

TheRole:

 

We areseeking dedicated Contact Centre Agents to join our team. We arelooking for individuals who possess a unique blend of compassion,strong judgment, assessment skills, professionalism, and withexcellent time management skills.

 

This role is unique which entails assessing caseloads,in a timely manner. Your responsibilities include managing adedicated caseload with empathy, professionalism, andconfidentiality, while collaborating with relevant agencies andstakeholders to address complex issues. Ultimately, your role aimsto enhance the well-being and financial stability of potentialvulnerable customers through proactive intervention and effectivecase management.

 

KeyResponsibilities  
  • Youshould be confident in conducting challenging but effectiveconversations
  • You arerequired to maintain multiple cases simultaneously, varying by typeand stage
  • You willbe responsible for managing a designatedcaseload
  • You willbe required to question in a curious and confident manner, whilstbeing considerate of potential sensitivities, asking appropriatefollow up questions relevant to uniqueness of the case as requiredto gather evidence
  • Youshould be able to review and compare multiple sources ofinformation, including using reasoned judgement to assesscontradictory pieces ofevidence
  • Youshould be able to engage with potentially challenging andvulnerable individuals, whilst demonstrating empathy and excellentcustomer service skills
  • At timesyou will be required to work collaboratively within your own teamand with wider teams to support deliveryoutcomes
  • Youshould be proactive in talking to relevant people to get advice andinformation when unsure how toproceed
  • You will be responsible formanaging and conducting caseloads by following a structured reviewprocess in adherence to all legal and policyrequirements
  • You willdecide what evidence is appropriate to request as is required toconfirm the validity of declarations, considering the uniquenessand context of each individualcase
  • You will be accountable forplanning and conducting robust interviews asking challengingquestions to gather all relevant information; exercising judgementto tailor follow up questions specific to each individualcase
  • Gathering, verifying andassessing all available information, and deciding on an appropriatecourse of action
  • You willbe required to record the progress of caseloads on specificsystems, including maintaining and retaining relevant evidence inan evidence file including redacting and annotating sensitivematerial when appropriate
 BackgroundChecks

 

The role you are applying for,requires that you are vetted to Baseline Personnel ScreeningStandard (BPSS).

 

If yourapplication is successful, we will ask you to providedocuments/evidence to allow us to perform the belowchecks:

 

  1. Identity checkNationality and ImmigrationStatus (including the entitlement to undertake the work we areoffering)
  2. Basic Criminal Records Check (including internationalcriminal checks if you have lived outside the UK in the last 5years)
  3. Employment/Academic History Check - for a period ofthree years leading up to your application. 

 

We will require documented evidence of your three-yearhistory such as employer/education references, payslips/P45s, otherevidence of salary payments.  If you had any gaps inwork/education during this time, we will need evidence of what youractivity was, e.g. travel, study, unemployment, volunteeringetc.  If your application is successful, we will provide youwith a list of acceptable documents and how you can send them tous.

 

Pleasenote that if you are selected for the role, we will require alldocuments/evidence before we can confirm your start date withus. 

 

All screening and evidence must becompleted satisfactorily before commencement of employment. 

 

Westrongly recommend you start to compile this information so youhave it ready to supply when needed.

 

What else do we need fromyou?

 

  • Strongverbal and written skills with the ability to show attention todetail
  • Ability to establishexcellent customer relationships in a fast-pacedenvironment
  • A can-doattitude with the ability to interact with lots of differentpeople
  • Professional and emotionalstability, able to remain professional and maintain professionalismand provide consistent customer service when engaging withClaimants 
  • PCskills, and the ability to navigate multiple systems competently,with ease
  • A goodconsistent typing speed and the ability to multitask
  • Take ownership ofsituations with positivity, resilience and a dedicated approach toproviding serviceexcellence
  • Processeswill be ever evolving and it is essential that you are adaptableand open to change 
 

Benefits of being a Customer ServiceRepresentative

 
  • On-line recruitment process, with potentialjob offer within 24 hours and fully paidtraining
  • 28 days’holiday (including bank holidays), increasing to 30 days followingyour 1-year serviceanniversary
  • LifestyleBenefits programme – featuring thousands of discounts, specialoffers and exclusive employee deals from many retailer partners andalso free wellness, kids, and learning classes through our ownCommunity Online Academy.
  • Refer& Earn Scheme – earn up to £900 for referring a friend to workfor TP And £300 for your friendtoo
  • Employee welfare supportwith free access to our Mental Health Employee Assistanceprogramme, available 24 hours/365 days’ year and our InteractiveHealth and Wellbeing Hub
  • LifeAssurance Cover & PensionScheme
  • Length of Service andmonthly recognitionawards
  • Opportunities for careerdevelopment and progression
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