Location
Gateshead, UK (Onsite)
Job Type
Full-Time (40 hours per week)
Salary
£11.75 per hour (rising to £12.08 after 3 months)
About Teleperformance
Teleperformance is a global leader in customer experience management, serving some of the biggest brands in the world. Known for fostering innovation and developing solutions that offer exceptional customer interactions, Teleperformance believes in creating meaningful experiences for both customers and employees. They offer a dynamic work environment with endless opportunities for career growth and personal development.
About the Role
Teleperformance is seeking dedicated Customer Service Specialists to join their Contact Centre team in Gateshead. This onsite role requires individuals who can balance compassion, professionalism, and strong time management skills to handle various customer caseloads. You will work in a fast-paced environment, managing vulnerable clients, and ensuring proactive intervention to enhance their well-being and financial stability. A critical part of your role will involve assessing information, conducting interviews, and collaborating with relevant stakeholders.
Key Responsibilities
- Conduct challenging conversations with empathy and professionalism.
- Manage a designated caseload, reviewing and comparing multiple sources of information.
- Collaborate with your team and other relevant departments to ensure successful outcomes.
- Ask appropriate follow-up questions to gather necessary evidence and confirm the validity of information.
- Handle sensitive cases with a proactive, solutions-focused approach.
- Accurately record and maintain information in evidence files, following all legal and policy requirements.
- Review progress regularly and take appropriate actions to ensure timely outcomes.
Requirements
- Strong verbal and written communication skills.
- Proven ability to handle multiple caseloads in a fast-paced environment.
- Empathy and professionalism when engaging with vulnerable individuals.
- Proficiency in PC skills and the ability to navigate multiple systems effortlessly.
- High attention to detail, with consistent typing speed and multitasking abilities.
- Ability to remain calm under pressure and manage challenging situations effectively.
- Adaptability to change and evolving processes.
Background Checks
- Identity check
- Nationality and Immigration Status
- Basic Criminal Records Check (including international checks if applicable)
- Employment/Academic History Check (3 years)
Documented evidence will be required for all checks, including any gaps in work or education. Screening must be completed satisfactorily before employment can commence.
Benefits
- 28 days of holiday (including bank holidays), increasing to 30 after one year.
- Lifestyle Benefits Programme – offering discounts, special offers, and free wellness classes.
- Refer & Earn Scheme – earn up to £900 for referring a friend, with an additional £300 for your friend.
- Employee welfare support through a 24/7 Mental Health Assistance Programme.
- Life Assurance Cover & Pension Scheme.
- Length of Service and monthly recognition awards.
- Opportunities for career progression and professional development.
Disclosure and Barring Service Check
This position requires a Baseline Personnel Screening Standard (BPSS) and a Basic Criminal Records Check. The cost of the DBS check will be the responsibility of the candidate.
Equal Opportunity Statement
Teleperformance is an equal opportunity employer. They welcome applications from all candidates, regardless of background, and are committed to creating a diverse and inclusive workplace.
Application Process
Click the “Apply Now” button to submit your application. The closing date is 31 October 2024, but applications may close earlier if sufficient interest is received.
Reference Number
2024-51320
