Call Center Representative

Job Description


We are seeking a team of experienced Full-Time Inbound Customer Service Specialists to join our TP family for one of our government campaigns. These positions are office-based and located at our Manchester office. If you enjoy providing support to customers and want to make a real difference during these challenging times, then this role is perfect for you.

Role: Customer Service Specialist

Site: TPUK Manchester, Martin House, 23 Hunts Bank, M3 1BE

Start Date: 04/12/2023

Contract: Full-Time

Training Duration: 15 days, Monday to Friday

Hours: 37.5 per week

Shifts: Full flexibility between 8:00am-6:15pm Monday to Friday, no weekend work and no bank holidays. Your shift pattern will be set by the business.

Salary: £20,319 pa (£10.42ph)

This is an office-based role and there is no work from home option available.

What does my role involve?

  • A typical day will involve working in a lively and vibrant environment.
  • You will start your day by signing into your systems and ensuring you are ready for the day ahead.
  • As a Customer Service Specialist, you will provide excellent service to a diverse range of customers and employers.
  • You will be working on an inbound channel, handling online queries from customers regarding employment status, government guidelines, claims, payments, Covid-19 impact, change of details, Universal Credit claims, and appointment-related inquiries.
  • You will inform customers about benefit payments available to those on a low income or who are unemployed or unable to work.

What do we need from you?

  • Strong verbal and written communication skills with attention to detail.
  • Ability to build collaborative relationships with customers in a fast-paced environment.
  • A positive attitude and the ability to interact with diverse individuals.
  • Professional and friendly telephone manner.
  • Previous experience in customer service.
  • Experience working in a target-driven environment to a high standard.
  • Proficient PC skills and the ability to navigate multiple systems.
  • A good typing speed.
  • Take ownership of situations with positivity, resilience, and a dedicated approach to providing excellent service.
  • Able to thrive in a fast-paced and engaging environment.

Benefits of being a Customer Service Specialist

  • 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 program offering discounts, special offers, and exclusive employee deals from various retailer partners, as well as free wellness, kids, and learning classes through our Community Online Academy.
  • Refer & Earn Scheme - earn up to £900 for referring a friend to work for TP and £300 for your friend too.
  • Employee welfare support with free access to our Mental Health Employee Assistance program, available 24/7, and our Interactive Health and Wellbeing Hub.
  • Life Assurance Cover & Pension Scheme.
  • Length of Service and monthly recognition awards.
  • Opportunities for career development and progression.

If you are interested in joining us, please apply today to create your application. A member of our friendly recruitment team will be in touch with you within 48 hours. Priority will be given to early applicants.

10 Interview Questions You Might Get Asked


These are questions that we think might come up at some point during the interview process. It's worth prepping answers for the questions below, as well as other key areas you think will be important to secure the role.

  • Can you tell us about your experience in customer service?
  • How do you handle working in a fast-paced environment?
  • What do you think is the most important aspect of providing excellent customer service?
  • Have you worked in a target-driven environment before? How did you handle it?
  • Can you describe your typing speed and proficiency in using multiple systems?
  • How do you establish rapport with customers over the phone?
  • Have you ever dealt with difficult or irate customers? How did you handle the situation?
  • Are you comfortable working in an office-based role without the option to work from home?
  • What do you know about the government campaign you will be working on?
  • Do you have any experience or knowledge of government guidelines for employment status, benefits, or Universal Credit?

5 Questions You Could Ask


Based on the job description above, here are 5 questions we think you could ask during your interview. Use them as a guide to help you write your own questions.

Remember: Always have at least 5 questions prepared for the interview. If you do not, you run the risk of looking unprepared.

  • What is the training process like for this role?
  • Can you provide more information about the specific government campaign that this role is for?
  • What is the typical call volume and pace like in this role?
  • Are there opportunities for advancement or additional responsibilities in this position?
  • Can you tell me more about the company culture and team dynamic?
Job Location
Job Data

Company: Teleperformance

Location: Egerton

Posted: 2023-11-05 00:00:00

Salary:

Salary Per:

Salary Min:

Salary Max:

Benefits:

Job Type:

FT or PT: full_time

Category: Customer service / support

Latitude: 53.590014

Longitude: -2.443624

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