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Would you like to make a difference to someone's life? Are you driven to serve a real purpose, helping people as we face the terrible hardships and difficulties of the cost of living crisis? If you said yes to these questions then this challenging yet rewarding role is for you. We are looking for a team of experienced Full time Inbound Telephone Customer Service Specialists to join our TP family for one of our government campaigns. This is an office-based Telephone role in our Gateshead office and work from home will not be available. Role: Telephone Customer Service Specialist Site: Tyne River House Gateshead, NE11 9SZ Start Date: Start date 23rd of september Contract: Full-Time Training Duration: 10 days, Monday to Friday (full time training must be attended 9am-5:30pm) Hours: 37.5 hours per week Shifts: Monday Friday 8:00am to 18:15 ( 8-4 / 9-5 / 10-6 ) NO WEEKEND WORKING and NO BANK HOLIDAYS. Salary: £22,308 PA (£11.44ph) What does my role involve? You will be working in a lively, vibrant and rewarding environment. Your day will start by signing into your systems, making sure you are ready for the fast paced day ahead. As a Telephone Customer Service Specialist you will provide excellent service to a diverse range of customers and employers. You will be working on an inbound Telephone channel helping customers who are inquiring about employment status in line with government guidelines, general claims, payments, advances and impact of Covid-19/government support, change of details/circumstances, new Universal Credit claims and appointment-related queries. You will make a difference to people's lives by informing customers of benefit payments to help with living costs, which may be available to those on a low income, or who are out of work or cannot work. What 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 friendly telephone manner with the ability to show empathy when needed. Customer Service experience. Experience of working within a target driven environment to a high standard 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. Ability to work within a fast paced, challenging and rewarding environment. What you get from us 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. Excellent opportunities for career development and progression. TP prefer to promote from within. Lifestyle Benefits programme featuring thousands of discounts. Special offers and exclusive employee deals from many retailer partners. Free wellness, learning and kids 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, 24/7 access to our Employee Assistance programme. Free Mental health, Physical health, Financial advice, plus lots more advice through our TPHelp@hand programme. TP's excellent Interactive Health and Wellbeing Hub. TP's you are never alone ethos, there is always someone to support. Life Assurance Cover & Pension Scheme. Length of Service and monthly recognition awards. The role you are applying for, requires that you are vetted to Baseline Personnel Screening Standard (BPSS). If your application is successful, you 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 Employment/Academic History Check - for a period three years leading up to your application. We will require documented evidence of your three year history. employer/education references, payslips/P45, 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 If you think you match the above, want to make a difference and have a desire to help resolve complex issues then please APPLY TODAY to create your application and a member of our friendly recruitment team will be in touch with you within 48 hours! #Priority
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 #Priority