Customer Service Expert Apprentice
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Company: TELEPERFORMANCE LIMITED
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Location: Gateshead, NE11 9SZ
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Type: Apprenticeship
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Salary: £27,604.76 per year
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Sector: Sales, marketing and procurement
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Ref: NAS-2000029123
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Application Deadline Date: 26/06/2026
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Start Date: 06/07/2026
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Positions Available: 5
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Working Week: Monday- Friday, Rota between the hours of 8.00am - 6.00pm
Brief Description
We are seeking dedicated Contact Centre Agents to join our team. We are looking for individuals who possess a unique blend of compassion, strong judgment, assessment skills, professionalism, and with excellent time management skills.
Future Prospects
- They will be an integral part of the DWP UCR contract as a Customer Service Expert
Vacancy Detail
- You should be confident in conducting challenging but effective conversations with customers
- You are required to maintain multiple reviews simultaneously, varying by type and stage in the review process
- You will be responsible for managing a designated caseload
- You will be required to question customers in a curious and confident manner, whilst being considerate of potential sensitivities, asking appropriate follow up questions relevant to uniqueness of the case as required to gather evidence
- You should be able to review and compare multiple sources of information, including using reasoned judgement to assess contradictory pieces of evidence
- Using guidance and policy, from time to time, you are required to capture a full understanding of a case, and where needed, using this to hand over cases to key stakeholders to take over the review
- You should be able to engage with potentially challenging and vulnerable individuals, whilst demonstrating empathy and excellent customer service skills
- At times you will be required to work collaboratively within your own team and with wider teams to support delivery outcome
- You should be proactive in talking to relevant people to get advice and information when unsure how to proceed
- You will be responsible for managing and conducting case reviews by following a structured process in adherence to all legal and policy requirements
- You will decide what evidence is appropriate to request from customers as is required to confirm the validity of declarations, considering the uniqueness and context of each individual case
- You will be accountable for planning and conducting robust interviews asking challenging questions to gather all relevant information; exercising judgement to tailor follow up questions specific to each individual case
- Gathering, verifying and assessing all available information, and deciding on an appropriate course of action to identify incorrectness in each case is paramount
- Presenting all information from the case review clearly and accurately
- You will be required to record the progress of a case review on specific systems, including maintaining and retaining relevant evidence in an evidence file including redacting and annotating sensitive material when appropriate
- From time to time contributing to feedback and lessons learned activity to shape and improve the service will be required
- Responsible for own health, safety and welfare as well as being mindful of the wider team and surrounding colleagues
Other Information
The role you are applying for, requires that you are vetted to Baseline Personnel Screening Standard (BPSS).
If your application is successful, we will ask you to provide documents/evidence to allow us to perform the below checks:
• Identity check
• Nationality and Immigration Status (including the entitlement to undertake the work we are offering)
• Basic Criminal Records Check (including international criminal checks if you have lived outside the UK in the last 5 years)
• Employment/Academic History Check - for a period of three years leading up to your application.
We will require documented evidence of your three-year history such as employer/education references, payslips/P45s, other evidence of salary payments. If you had any gaps in work/education during this time, we will need evidence of what your activity was, e.g. travel, study, unemployment, volunteering etc. If your application is successful, we will provide you with a list of acceptable documents and how you can send them to us.