Customer Service Representative - SLC - Appcastenterprise : Job Details

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 make a loan application for university. You will be supporting with students, 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: 

C U S T O M E R   S E R V I C E   S P E C I A L I S T

- Job Overview –

Role: Customer Service Specialist 

Site:WORK FROM HOME - UK Based

Start Date:Monday 13th January 2025

Contract: Permanent

Hours: 40 hours per week.

Campaign opening hours are 8am and 7pm Monday to Friday and no weekend work.

Your shifts would be scheduled around business requirements and you will be working a fixed shift set by the company from 10am to 7pm (8 hour Shift exclusive of I hour breaks) Monday to Friday and no weekend work.

NOTE: This fixed shift could change to working between the campaign hours of 8am and 7pm Monday to Friday depending on business needs (notice will be given of this).  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:  £11.44 per hour (increasing to £12.21 from 1st April 2025)

Training: 11 days training 10am-7pm. Nesting 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.

ID: Passport or Birth Cert, National Insurance Number and Address Proof is required (dated in the last 3 month).

A list of acceptable documents by address location can be found by accessing the links below:

• Disclosure barring Service - England
• Access NI Acceptable Documents - Northern Ireland
• Disclosure Scotland Acceptable Documents - Scotland

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 re payment 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? Now there’s a question!

• 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, either on site, or virtually from the comfort of your own home.
• You will start your day signing into your systems to make sure you are ready to take your first call of the day.
• 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 be able to 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 time keeping to make sure 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 connect which is connected direct 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! Dependant on location

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