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Start date: 28 October 2024 onwards

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

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