Customer Service Specialist
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Job Description
Remote UK customer service specialist managing vulnerable-customer caseloads for Teleperformance. Conducting evidence-based interviews, assessments, and case reviews to support vulnerable claimants.
Responsibilities:
- Manage a designated caseload with empathy, professionalism, and confidentiality
- Assess caseloads in a timely manner through structured review processes
- Collaborate with relevant agencies, stakeholders, and wider teams on complex issues
- Conduct challenging but effective conversations with potentially vulnerable individuals
- Maintain multiple cases simultaneously across different types and stages
- Ask appropriate, curious, and confident follow-up questions to gather evidence
- Review and compare multiple information sources and assess contradictory evidence using reasoned judgment
- Decide what evidence is appropriate to validate declarations based on each case’s context
- Plan and conduct robust interviews, tailoring questions to individual cases
- Gather, verify, and assess available information and determine appropriate actions
- Record caseload progress in specific systems
- Maintain, retain, redact, and annotate sensitive evidence in evidence files
- Follow all legal and policy requirements while managing cases
Requirements:
- Fully flexible to work any Monday–Friday shifts between 8:00 am and 6:00 pm
- 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
- Good consistent typing speed and ability to multitask
- Positivity, resilience, ownership, and dedication to service excellence
- Adaptable and open to evolving processes and change
- Ability to connect to the internet via Ethernet cable to a modem; Wi-Fi is not supported
- Baseline Personnel Screening Standard (BPSS) vetting required
- Identity, nationality and immigration status, basic criminal records, and three-year employment/academic history checks
- All screening and evidence must be completed satisfactorily before employment starts
- Must meet specific proficiency scores to proceed on the campaign
Benefits:
- Fully paid training
- 28 days’ holiday including bank holidays, increasing to 30 days following your 1-year service anniversary
- Lifestyle Benefits programme with discounts, special offers, employee deals, and free wellness, kids, and learning classes
- Refer & Earn Scheme: up to £900 for referring a friend and £300 for the friend
- Employee welfare support with free 24/365 Mental Health Employee Assistance programme
- 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
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