Overview
Start date: July 2026
Rate of Pay: £27,601.60 per annum
Location: Work from Home
Shifts: Full time 40 hours per week. Monday – Friday between 08.00 am and 6:00 pm. You must be fully flexible to work any shifts between these hours.
Training: 13 days
NO TIME OFF CAN BE GRANTED IN THE FIRST 8 WEEKS OF THE START DATE
DESKTOP PC IS PROVIDED, YOU MUST BE ABLE TO CONNECT TO THE INTERNET VIA ETHERNET CABLE TO YOUR MODEM, WI-FI CONNECTION IS NOT SUPPORTED
The Role:
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.
This role is unique which entails assessing caseloads, in a timely manner. Your responsibilities include managing a dedicated caseload with empathy, professionalism, and confidentiality, while collaborating with relevant agencies and stakeholders to address complex issues. Ultimately, your role aims to enhance the well-being and financial stability of potential vulnerable customers through proactive intervention and effective case management.
Key Responsibilities
You should be confident in conducting challenging but effective conversations
You are required to maintain multiple cases simultaneously, varying by type and stage
You will be responsible for managing a designated caseload
You will be required to question 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
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 outcomes
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 caseloads by following a structured review process in adherence to all legal and policy requirements
You will decide what evidence is appropriate to request 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
You will be required to record the progress of caseloads on specific systems, including maintaining and retaining relevant evidence in an evidence file including redacting and annotating sensitive material when appropriate
Background Checks
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.
Please note that if you are selected for the role, we will require all documents/evidence before we can confirm your start date with us.
All screening and evidence must be completed satisfactorily before commencement of employment.
We strongly recommend you start to compile this information so you have it ready to supply when needed.
What else do we need from you?
Strong verbal and written skills with the ability to show attention to detail
Ability to establish excellent customer relationships in a fast-paced environment
A can-do attitude w
