Customer Service Specialist
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Customer Service Specialist managing vulnerable-customer caseloads for Teleperformance UK. Conducting evidence-based interviews, assessments, and case management from home.
Responsibilities:
- Assess caseloads in a timely manner
- Manage a dedicated caseload with empathy, professionalism, and confidentiality
- Collaborate with relevant agencies and stakeholders to address complex issues
- Conduct challenging but effective conversations
- Maintain multiple cases simultaneously across varying types and stages
- Ask appropriate follow-up questions to gather case-specific evidence
- Review and compare multiple sources of information and assess contradictory evidence
- Engage with challenging and vulnerable individuals while providing excellent customer service
- Collaborate with internal and wider teams to support delivery outcomes
- Seek advice and information from relevant people when unsure how to proceed
- Manage and conduct caseloads using a structured review process in adherence to legal and policy requirements
- Decide what evidence to request to confirm declaration validity
- Plan and conduct robust interviews, asking challenging questions and tailoring follow-up questions
- Gather, verify, and assess available information and decide on an appropriate course of action
- Record caseload progress on specific systems
- Maintain and retain relevant evidence in an evidence file, including redacting and annotating sensitive material when appropriate
- Enhance the well-being and financial stability of potentially vulnerable customers through proactive intervention and effective case management
Requirements:
- Must be fully flexible to work any Monday–Friday shifts between 08:00 am and 6:00 pm
- Must be able to connect to the internet via Ethernet cable to the modem; Wi-Fi connection is not supported
- Must successfully pass Baseline Personnel Screening Standard (BPSS) vetting
- Must provide evidence for identity, nationality and immigration status, basic criminal records, and three years of employment/academic history
- Must have entitlement to undertake the work offered in the United Kingdom
- Strong verbal and written skills with attention to detail
- Ability to establish excellent customer relationships in a fast-paced environment
- Professional and emotional stability when engaging with Claimants
- PC skills and ability to navigate multiple systems competently
- Consistent typing speed and ability to multitask
- Positivity, resilience, adaptability, and openness to change
- Ability to conduct challenging conversations and engage empathetically with potentially vulnerable individuals
- Ability to review and compare multiple information sources and assess contradictory evidence
- Ability to apply reasoned judgment and critical thinking
- Ability to manage multiple cases and follow legal and policy requirements
Benefits:
- 13 days of training
- Fully paid training
- 28 days’ holiday including bank holidays, increasing to 30 days following your 1-year service anniversary
- Lifestyle Benefits programme with thousands of discounts, special offers, exclusive employee deals, and free wellness, kids, and learning classes through the Community Online Academy
- Refer & Earn Scheme – earn up to £900 for referring a friend to work for TP, and £300 for your friend
- Employee welfare support with free access to the Mental Health Employee Assistance programme, available 24 hours/365 days’ year
- Interactive Health and Wellbeing Hub
- Life Assurance Cover
- Pension Scheme
- Length of Service and monthly recognition awards
- Opportunities for career development and progression
- Desktop PC provided
Similar Jobs
Player Support Agent, German Speaker
Remote German-speaking Player Support Agent assisting gamers across live gaming projects. Handling tickets, investigating issues, documenting bugs, and escalating complex player-support cases.
Registered Financial Customer Service Professional
Registered financial customer service professional answering retirement-plan inquiries for Empower, a financial services company. Processing transactions and guiding participants through account and loan services.
Bilingual Financial Customer Service Representative
Bilingual representative supporting U.S. retirement-plan customers at Empower. Handling account changes, loans, withdrawals and plan inquiries in a remote call center.
People Support Specialist
People Support Specialist supporting HR, payroll, data and compliance operations at One New Zealand, a telecommunications company. Improving employee experience through accurate, customer-focused People services.
Customer Support, Virtual Assistant
Customer Support & Virtual Assistant supporting customers of a technology and AI consulting business serving commercial construction. Handling troubleshooting, administration, meetings, follow-ups, and AI-powered organisation.
Customer Service Representative
Customer Service Representative conducting candidate screenings for High Scale, a global video advertising agency. Supporting recruitment operations and delivering a strong candidate experience.
Player Support Agent, German Speaker
Remote German-speaking Player Support Agent assisting gamers across live titles for TransPerfect. Handling tickets, investigating issues, and escalating bugs within global gaming support teams.
Player Support Agent – German Speaker
Remote German-speaking Player Support Agent assisting players across live gaming projects for TransPerfect. Handling tickets, escalations, reporting, and game-related support.
Key Client Support Specialist
Key Client Support Specialist supporting Horizon BCBSNJ health insurance account teams and SHBP stakeholder relationships. Managing billing operations, forecasts, plan implementations, and vendor integrations.
Customer Support Specialist
Customer Support Specialist handling customer requests, data verification, CRM hygiene, and reporting workflows. Supporting Pearl’s mission to make home performance visible and valuable in real estate.
Customer Care Specialist
Customer Care Specialist resolving complex and executive escalations for Granicus, a govtech software provider. Moderating customer communities and coordinating cross-functional case resolution.
Customer Support Representative
Customer Support Representative supporting Spanish- and English-speaking SaaS clients remotely in Peru. Managing tickets, onboarding, troubleshooting, and bilingual documentation.
Customer Support Representative – Phone Support
Remote customer support representative handling inbound customer interactions for national brands. Assisting with service requests, account needs, and product support through guided systems.
Customer Service Representative – Inbound Calls
Remote inbound customer service representative supporting national brands for Genesis Call Center. Handling customer questions, service requests, account needs, and product support.
Customer Service Agent – Inbound Support
Inbound customer service agent supporting national brands with questions, service requests, account needs, and product support. Handling interactions through Genesis Call Center’s guided cloud-based systems.
Inbound Customer Support Agent
Inbound customer support agent assisting customers for national brands through Genesis Call Center. Handling service requests, account needs, and product support using guided cloud-based systems.
Tax Clerk (StFa) in Customer Support – Customer Success and Accounting
Customer-Support-Spezialist für Buchhaltungssoftware bei BuchhaltungsButler. Betreuung von E-Commerce- und SaaS-Kund:innen, Demo-Calls und Content-Erstellung.
Customer Service Team Leader
Remote Customer Service Team Leader guiding associates for a fast-growing specialty coffee and beverage retailer. Coaching performance, resolving escalations, and improving customer experience.
Customer Service Associate
Customer Service Associate supporting customers for a U.S. specialty coffee and beverage retailer. Handling phone, chat, and email inquiries, orders, accounts, and issue resolution.
Customer Service Associate
Remote Customer Service Associate supporting customers of a growing U.S. specialty coffee and beverage retailer. Handling phone, chat, email, orders, accounts, and issue resolution.