Role Overview
Dedicated and compassionate individuals are sought to join the team as customer service specialists. This unique role requires a combination of empathy, strong judgment, professionalism, and excellent time management skills.
Details:
- Start Date: January 2025 onwards
- Rate of Pay: £11.75 per hour, rising to £12.08 per hour after 3 months
- Location: Work from Home
- Shifts: Full-time, 40 hours per week, Monday – Saturday, between 8:00 am and 6:00 pm (flexibility required)
- Training: 11 days
Key Responsibilities
- Conducting challenging yet effective conversations with confidence.
- Managing multiple cases simultaneously across various types and stages.
- Handling a designated caseload with professionalism and confidentiality.
- Asking appropriate and insightful follow-up questions, considering case-specific sensitivities.
- Reviewing and comparing diverse information sources, assessing contradictions with reasoned judgment.
- Engaging empathetically with vulnerable individuals while maintaining excellent customer service.
- Collaborating within the team and with wider stakeholders to support outcomes.
- Seeking advice and information when unsure of the appropriate course of action.
- Adhering to structured review processes in compliance with legal and policy requirements.
- Requesting and assessing evidence tailored to the uniqueness of individual cases.
- Conducting thorough interviews, tailoring questions to specific case needs.
- Recording caseload progress on systems and retaining evidence, including handling sensitive material appropriately.
Background Checks
The role requires vetting to Baseline Personnel Screening Standard (BPSS).
Checks include:
- Identity Verification
- Nationality and Immigration Status (including work entitlement)
- Criminal Records Check (including international checks if applicable within the last 5 years)
- Employment/Academic History (covering three years prior to the application)
Required Evidence
- Employer/education references, payslips, or equivalent documentation.
- Evidence for gaps in employment/education (e.g., travel, study, unemployment).
All required documents must be provided and verified before employment begins.
Essential Skills and Attributes
- Strong verbal and written communication skills with attention to detail.
- Ability to build excellent customer relationships in a dynamic environment.
- Professional demeanor, emotional stability, and consistent service delivery.
- Proficiency with PC systems, multi-system navigation, and a consistent typing speed.
- Adaptability and openness to evolving processes.
- Positive attitude and resilience with a commitment to service excellence.
Benefits
- Online recruitment process with potential job offer within 24 hours and fully paid training.
- 28 days’ holiday (including bank holidays), increasing to 30 days after 1 year of service.
- Lifestyle Benefits Programme offering thousands of discounts and exclusive employee deals.
- Access to free wellness, kids, and learning classes via the Community Online Academy.
- Refer & Earn Scheme – up to £900 for referring a friend (plus £300 for the friend).
- 24/7 Employee Mental Health Assistance and Interactive Health and Wellbeing Hub.
- Life Assurance Cover and Pension Scheme.
- Recognition awards for Length of Service and monthly achievements.
- Opportunities for career development and progression.
Qualified and ready to apply? Click the APPLY NOW button below.
