[Hiring] Customer Service Specialist @Teleperformance

Role Description

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 potential vulnerable customers through proactive intervention and effective case management.

Key Responsibilities

• Confidently 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, while being considerate of potential sensitivities.
• Review and compare multiple sources of information, using reasoned judgment to assess contradictory 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.
• Proactively talk to relevant people to get 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

• Identity check.
• Nationality and Immigration Status (including entitlement to undertake the work offered).
• 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.

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 various people.
• Professional and emotional stability, maintaining professionalism and providing consistent customer service.
• PC skills, with the ability to navigate multiple systems competently.
• A good consistent typing speed and the ability to multi-task.
• Take ownership of situations with positivity, resilience, and a dedicated approach to service excellence.
• Adaptable and open to change as processes evolve.

Values we look for you to have:

• Process Excellence: Striving to improve on your work.
• Collaboration: Enjoying working with others as a team player.
• Communication: Speaking and writing clearly and confidently.
• Emotional Intelligence: Empathizing and being kind to others.
• Open-Mindedness: Being open to different ways of thinking and new ideas.
• Critical Thinking: Thinking logically when making decisions.
• Solution Orientation: Focusing on resolving challenges.
• Entrepreneurship: Taking ownership and being self-driven.

Benefits

• 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 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.