Looking for contact centre agent jobs in Glasgow? Check out the job description below and apply if you meet the requirements!
Job Details
- Start Date: 13 January 2025
- Rate of Pay: £11.75 per hour, increasing to £12.08 per hour after 3 months
- Location: Glasgow Cuprum Building, Argyle Street (onsite role; work-from-home not available)
- Shifts: Full-time, 40 hours per week (Monday–Saturday, between 08:00 and 18:00). Full flexibility is required to work any shift within these hours.
- Training: 11 days
Role Overview
Dedicated Contact Centre Agents are required to manage caseloads effectively, demonstrating compassion, sound judgment, professionalism, and strong time management skills. This role focuses on timely assessment and management of dedicated caseloads, addressing complex issues collaboratively with agencies and stakeholders. The objective is to enhance the well-being and financial stability of potentially vulnerable customers through proactive intervention and efficient case management.
Key Responsibilities
- Conduct effective and empathetic conversations confidently.
- Maintain and manage multiple cases simultaneously, varying by type and stage.
- Assess cases using reasoned judgment and evaluate contradictory evidence where applicable.
- Question confidently and sensitively, gathering relevant information tailored to the uniqueness of each case.
- Engage with challenging or vulnerable individuals with professionalism and empathy.
- Collaborate within teams and across departments to ensure delivery outcomes.
- Seek advice or information when needed to proceed effectively.
- Follow structured review processes to manage caseloads, adhering to all legal and policy requirements.
- Identify appropriate evidence to confirm the validity of declarations, considering the context of each case.
- Plan and conduct robust interviews, asking challenging but relevant questions.
- Verify and assess all gathered information, deciding on appropriate actions.
- Record caseload progress accurately in designated systems, ensuring sensitive material is redacted and annotated as necessary.
Background Checks
This role requires vetting to the Baseline Personnel Screening Standard (BPSS). Successful applicants will need to provide documentation for the following checks:
- Identity Check
- Nationality and Immigration Status (including work entitlement)
- Basic Criminal Records Check (including international checks for those who lived outside the UK in the past five years)
- Employment/Academic History Check (covering the three years prior to application)
Documentation may include employer/education references, payslips, P45s, or other relevant evidence. Gaps in work or education history must also be documented (e.g., travel, study, unemployment, volunteering).
All required evidence must be provided before a start date can be confirmed. It is strongly recommended to compile this information in advance.
Essential Skills and Competencies
- Strong verbal and written communication skills with attention to detail.
- Ability to build excellent customer relationships in a fast-paced environment.
- Emotional stability and professionalism when engaging with claimants.
- Proficiency in navigating multiple systems with ease.
- Consistent typing speed and multitasking ability.
- Ownership of situations with positivity, resilience, and a commitment to service excellence.
- Adaptability to evolving processes and openness to change.
Benefits
- Online recruitment process with potential job offer within 24 hours and fully paid training.
- 28 days of holiday (including bank holidays), increasing to 30 days after one year of service.
- Lifestyle Benefits Programme offering discounts, special offers, and free wellness and learning classes through the Community Online Academy.
- Refer & Earn Scheme (up to £900 for referrals, plus £300 for the referred friend).
- Free 24/7 access to the Mental Health Employee Assistance Programme and the Interactive Health and Wellbeing Hub.
- Life Assurance Cover and Pension Scheme.
- Length of Service and monthly recognition awards.
- Opportunities for career development and progression.
Qualified and ready to apply? Click the APPLY NOW button below.
