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Job Description

We are an equal opportunities employer and we welcome applications from all suitably qualified persons.

Are you looking for a rewarding career? Do you have a talent for building relationships with people? If so, you’ve found the right place.

There’s a reason that Teleperformance is recognised again and again by industry analysts and experts alike. We are driven by a passion to accomplish the amazing, and a deep desire to deliver real results for our clients, as well as being certified as one of the top 36 best workplaces in the UK.

We are looking for a team of Customer Service Specialists to join our Student Loans campaign where you will be receiving inbound calls to support students in making a loan application for university. You will be supporting students and family members about payments, eligibility, funding, and anything else associated with their loan application. Most importantly, you will be making a difference in supporting a student’s academic future with their finances!

Want to know more? Here are the details:

- Job Overview –

Role: Customer Service Specialist

Site: Cuprum Building, Argyle Street, Glasgow. PLEASE NOTE THAT THIS IS AN ONSITE ROLE AND NOT WORK FROM HOME.

Contract: Permanent

Hours: 40 hours per week.

Your shifts would be scheduled around business requirements, and you will be working shifts set by the company in between the hours of 8am and 7pm Monday to Friday with no weekend work.

This role is full time, and we are unable to accommodate part-time hours or people who are not fully flexible in between the hours required.

Salary: £12.21 per hour

Training: 11 days of training from 9am-6pm. Nesting for 10 days. Full attendance is required, and there is no flexibility within the first 4 weeks. No holidays will be approved within the first 4 weeks – appointments need to be confirmed with recruitment prior to any start date being agreed.

Start Date: Ongoing weekly start dates.

ID: Passport or Birth Certificate, Insurance Number, and Address Proof are required (dated in the last 3 months).

Probity: DBS and Credit Check (We are only looking at outstanding CCJs and Bankruptcy; however, we are able to work with applicants who are currently on a repayment plan and making regular payments.) Cost covered by employer.

Your employment is dependent on you successfully passing these checks and having the right to work within the UK.

What does an average day look like?

• A typical day will see you working up to 9 hours per day (including unpaid - 1 hour break and lunch) in a lively & vibrant contact centre environment.
• You will start your day by signing into your systems to ensure you are ready to take your first call.
• You will talk to a variety of customers with different needs. Some may want a quick update or to provide further information, others may be demanding or frustrated and may want to challenge the process.
• You will be working in a fast-paced, busy Contact Centre environment where you will be speaking with multiple Customers every day due to the high volume of calls we receive.

What do we need from you? People skills and confidence in your PC skills!

• A good attitude and the ability to interact with lots of different people.
• The ability to learn in a virtual training environment which requires focus and engagement from you with your Trainer and peers.
• The ability to handle challenging calls with resilience and determination, along with achieving Quality and Average handling time targets.
• The ability to actively listen to a Customer’s query, search for the relevant information via our Knowledgebase system, and relay this correctly to the Customer whilst ensuring their full understanding.
• The ability to multitask and navigate between multiple complex systems with speed and accuracy during your interactions with customers.
• Flexibility, great attendance, and good timekeeping to ensure you are available for our customers throughout your scheduled shift.
• Secure safe internet connection with a private working area solely for your use, free from any distractions; you need to have a stable internet connection which is connected directly to the router via ethernet cable.

What will we give you? Well, there’s plenty, where do we start?

• Paid virtual classroom-based training and a further 2 weeks in a dedicated virtual space that we call “Nesting”.
• Nesting is where the action happens, and where you take your first live calls. This is also where the nerves kick in, and mistakes may happen, but don’t worry, we expect that. We make it our responsibility to look after you with full support from experienced members of the team on hand to help.
• The chance to showcase your skills and fast track your career through our internal progression path.
• Winter and summer parties, usually held in fabulous venues. Free food & drinks! Dependent on location.

Anything else that we have to offer? Always, and just to name a few:

• Employee Assistance Programme and Help at hand
  • 24/7 access to a confidential counselling and information line, 365 days per year via the Help@Hand app.
  • Access to remote GPs with an unlimited number of video consultations, each up to 20-minute sessions.
  • Access to online mental health support with registered therapists (subject to referral via the telephone helpline).
  • Online web portal, with self-help guides, webinars, and lots of useful tools and advice on topics such as life, family, financial, and legal concerns.
• Eye Care Vouchers
• Target-driven incentives and prizes
• Employee Engagement activities
• Perks at work WOW points including but not limited to:
• Supermarket vouchers up to 5% off – including Tesco, M&S, Asda, Morrisons, Sainsburys.
• Hello Fresh – 65% off.
• Cinema Perks – up to 44% off.
• Samsung – 20% off.
• HP – up to 40% off.
• Virgin Media discounts available.
• EE discounts available.
• Look Fantastic – 22% off.
• Fitbit – up to 20% off.
• Garmin – up to 40% off.
• Expedia – up to 30% off.
• Booking.com – up to 60% off.
• TUI discounts available.
• Fragrance Shop – 16% off.
• Free Online Fitness Classes on Thursdays.

Sound like you? Apply TODAY, and a member of our friendly recruitment team will be in touch with you within 48 hours!

Contact us if you have any queries on: Recruitment@teleperformance.co.uk