Job Title: Contact Centre Agent
Location: Gateshead - This is an onsite role, and work from home is not available.
Shifts: Full time, 40 hours per week, Monday – Saturday, 08.00 am to 6:00 pm.
Training: 11 days
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.
Key Responsibilities:
* Conduct challenging but effective conversations
* Maintain multiple cases simultaneously, varying by type and stage
* Manage a designated caseload
* Ask questions in a curious and confident manner, whilst being considerate of potential sensitivities
* Review and compare multiple sources of information, including using reasoned judgement to assess contradictory pieces of evidence
* Engage with potentially challenging and vulnerable individuals, whilst demonstrating empathy and excellent customer service skills
* Collaborate with your own team and wider teams to support delivery outcomes
* Talk to relevant people to get advice and information when unsure how to proceed
* Manage and conduct caseloads by following a structured review process
* Determine 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, and decide on an appropriate course of action
* Record the progress of caseloads on specific systems
Background Checks:
1. Identity check
2. Nationality and Immigration Status
3. Basic Criminal Records Check
4. Employment/Academic History Check
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 to allow us to perform the above checks.
Requirements:
* Strong verbal and written skills with attention to detail
* 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
* PC skills and ability to navigate multiple systems
* Good consistent typing speed and ability to multi task
* Take ownership of situations with positivity, resilience and dedication to providing service excellence
* Be adaptable and open to change
Benefits:
* On-line recruitment process with potential job offer within 24 hours and fully paid training
* 28 days' holiday, increasing to 30 days following your 1-year service anniversary
* Lifestyle Benefits programme featuring thousands of discounts and exclusive employee deals
* Refer & Earn Scheme – earn up to £900 for referring a friend
* Employee welfare support with free access to Mental Health Employee Assistance programme and Interactive Health and Wellbeing Hub
* Life Assurance Cover & Pension Scheme
* Length of Service and monthly recognition awards
* Opportunities for career development and progression
Salary: £11.75 per hour, rising to £12.08 per hour after 3 months.
Estimated Salary: £23,504 per annum based on 40 hours per week.