Overview
Start date: 3 and 10 February 2025
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 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 potentially vulnerable customers through proactive intervention and effective case management.
Key Responsibilities
* Conduct challenging but effective conversations.
* Maintain multiple cases simultaneously, varying by type and stage.
* Manage a designated caseload.
* Question in a curious and confident manner, whilst being considerate of potential sensitivities.
* Review and compare multiple sources of information, using reasoned judgment to assess contradictory pieces of evidence.
* Engage with potentially challenging and vulnerable individuals, demonstrating empathy and excellent customer service skills.
* Work collaboratively within your own team and with wider teams to support delivery outcomes.
* Be proactive in seeking 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.
* Plan and conduct robust interviews, asking challenging questions to gather all relevant information.
* Gather, verify, and assess all available information, deciding on an appropriate course of action.
* Record the progress of caseloads on specific systems, maintaining and retaining relevant evidence.
Background Checks
The 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 for the following checks:
* Identity check
* Nationality and Immigration Status (including entitlement to undertake the work we are offering)
* Basic Criminal Records Check (including international 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, and 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 your application is successful, we will provide you with a list of acceptable documents and how to 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.
All screening and evidence must be completed satisfactorily before commencement of employment.
We strongly recommend you start compiling this information so you have it ready when needed.
What else do we need from you?
* Strong verbal and written skills with attention to detail.
* Ability to establish excellent customer relationships in a fast-paced environment.
* A can-do attitude with the ability to interact with diverse individuals.
* Professional and emotional stability, maintaining professionalism and consistency in customer service.
* PC skills and the ability to navigate multiple systems competently.
* A good typing speed and the ability to multitask.
* Take ownership of situations with positivity, resilience, and a dedicated approach to service excellence.
* Adaptable and open to change as processes evolve.
Benefits of being a Customer Service Representative
* Online recruitment process with potential job offer within 24 hours and fully paid training.
* 28 days’ holiday (including bank holidays), increasing to 30 days after your 1-year service anniversary.
* Lifestyle Benefits programme featuring discounts and exclusive employee deals.
* Refer & Earn Scheme – earn up to £900 for referring a friend.
* Employee welfare support with free access to our Mental Health Employee Assistance programme.
* Life Assurance Cover & Pension Scheme.
* Length of Service and monthly recognition awards.
* Opportunities for career development and progression.
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