Join our team as a Contact Centre Agent and work with a unique blend of compassion, strong judgment, assessment skills, professionalism, and excellent time management skills.
This role involves assessing caseloads in a timely manner, managing a dedicated caseload with empathy, professionalism, and confidentiality, and collaborating with relevant agencies and stakeholders to address complex issues.
Key responsibilities include:
* Conducting challenging but effective conversations
* Maintaining multiple cases simultaneously, varying by type and stage
* Managing a designated caseload
* Questioning in a curious and confident manner, whilst being considerate of potential sensitivities
* Reviewing and comparing multiple sources of information, including using reasoned judgement to assess contradictory pieces of evidence
* Engaging with potentially challenging and vulnerable individuals, whilst demonstrating empathy and excellent customer service skills
* Working collaboratively within your own team and with wider teams to support delivery outcomes
* Managing and conducting caseloads by following a structured review process in adherence to all legal and policy requirements
* Deciding what evidence is appropriate to request as is required to confirm the validity of declarations, considering the uniqueness and context of each individual case
* Recording the progress of caseloads on specific systems, including maintaining and retaining relevant evidence in an evidence file
Background checks will be conducted, including identity check, nationality and immigration status, basic criminal records check, and employment/academic history check.
Required skills and qualities include:
* Strong verbal and written skills with the ability to show attention to detail
* Ability to establish excellent customer relationships in a fast-paced environment
* 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
* 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
Benefits include:
* 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
* 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