Start date: 3 and 10February 2025Rate of Pay: £11.75 perhour, rising to £12.08 per hour after 3monthsLocation: Gateshead -PLEASE NOTE THAT THIS IS AN ONSITE ROLE AND WORK FROMHOME IS NOT AVAILABLE FOR THISPOSITIONShifts: 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:11 daysTheRole: 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 effectiveconversationsYou arerequired to maintain multiple cases simultaneously, varying by typeand stageYou willbe responsible for managing a designatedcaseloadYou 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 evidenceYoushould be able to review and compare multiple sources ofinformation, including using reasoned judgement to assesscontradictory pieces ofevidenceYoushould be able to engage with potentially challenging andvulnerable individuals, whilst demonstrating empathy and excellentcustomer service skillsAt timesyou will be required to work collaboratively within your own teamand with wider teams to support deliveryoutcomesYoushould be proactive in talking to relevant people to get advice andinformation when unsure how toproceedYou will be responsible formanaging and conducting caseloads by following a structured reviewprocess in adherence to all legal and policyrequirementsYou willdecide what evidence is appropriate to request as is required toconfirm the validity of declarations, considering the uniquenessand context of each individualcaseYou will be accountable forplanning and conducting robust interviews asking challengingquestions to gather all relevant information; exercising judgementto tailor follow up questions specific to each individualcaseGathering, verifying andassessing all available information, and deciding on an appropriatecourse of actionYou 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: Identity checkNationality and ImmigrationStatus (including the entitlement to undertake the work we areoffering)Basic Criminal Records Check (including internationalcriminal checks if you have lived outside the UK in the last 5years)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 todetailAbility to establishexcellent customer relationships in a fast-pacedenvironmentA can-doattitude with the ability to interact with lots of differentpeopleProfessional 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 easeA goodconsistent typing speed and the ability to multitaskTake ownership ofsituations with positivity, resilience and a dedicated approach toproviding serviceexcellenceProcesseswill 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 paidtraining28 days'holiday (including bank holidays), increasing to 30 days followingyour 1-year serviceanniversaryLifestyleBenefits 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 HubLifeAssurance Cover & PensionSchemeLength of Service andmonthly recognitionawardsOpportunities for careerdevelopment and progression#Priority