Customer Services Specialist Manchester - Government ( No Weekends No Bank Holidays )

We are seeking a team of experienced Full-Time Inbound Customer Service Specialists to join our TP family for a government campaign. The positions are office-based at our Manchester location. If you have a passion for supporting customers and want to make a difference during the country's cost of living crisis, 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 working or bank holidays. Your shift pattern will be determined by the business.

Salary: £20,319 pa (£10.42ph)

This is an office-based role and working from home is not an option.

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 preparing for the day ahead.
• As a Customer Service Specialist, you will provide excellent service to a diverse range of customers and employers.
• You will handle inbound queries from customers regarding employment status, government guidelines, general claims, payments, advances, impact of Covid-19/government support, change of details/circumstances, new Universal Credit claims, and appointment-related queries.
• You will inform customers about benefit payments available to those with a low income or who are out of work or unable to work.

What do we need from you?

• Strong verbal and written communication skills with attention to detail.
• The ability to build collaborative customer relationships in a fast-paced environment.
• A positive attitude and the ability to interact with diverse groups of people.
• A professional and friendly telephone manner.
• Customer service experience.
• Experience working in a target-driven environment to a high standard.
• PC skills and the ability to navigate multiple systems competently.
• A consistent typing speed.
• The ability to take ownership of situations with positivity and resilience.
• 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 featuring discounts, special offers, and exclusive employee deals from retail partners. Access to 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.
• Employee welfare support including access to a Mental Health Employee Assistance program available 24/7, and our Interactive Health and Wellbeing Hub.
• Life Assurance Cover and Pension Scheme.
• Length of Service and monthly recognition awards.
• Opportunities for career development and progression.

If you are interested in joining us, apply today to submit your application. A member of our friendly recruitment team will be in touch within 48 hours.

Priority will be given to internal candidates.

• Can you tell us about your previous customer service experience?
• How do you handle challenging customer situations?
• What do you know about our government campaign and the cost of living crisis?
• Have you worked in an inbound customer service role before?
• How do you handle multiple systems and navigate them efficiently?
• What is your typing speed and accuracy?
• How do you establish collaborative relationships with customers?
• Can you give an example of a time when you went above and beyond to provide excellent customer service?
• How do you handle working in a target-driven environment?
• Do you have any experience with Universal Credit claims and government guidelines?

• What is the training process like for this role?
• Can you provide more information about the government campaign and the specific tasks the Customer Service Specialist will be responsible for?
• What is the team dynamic like in the Manchester office?
• Are there opportunities for growth and advancement within this role?
• Can you tell me more about the Lifestyle Benefits program and the discounts and offers available?