Customer Service Expert onsite; Government

Would you like to make a difference to someone’s life? Are you driven to serve a real purpose, helping people as we face the terrible hardships and difficulties of the cost of living crisis? If you said yes to these questions then this challenging yet rewarding role is for you.

Telephone Customer Service Specialist – Office based in Gateshead

Site:
Tyne River House, Gateshead, NE11 9SZ

Start Date:

03.08.2026

Contract:

Full Time

Training Duration: 10 days, Monday to Friday (full time training must be attended 9am-5:30pm)

Hours:

37.5 hours per week

Shifts:

Monday – Friday 8:00am to 18:15 (8-4 / 9-5 / 10-6)

NOTE:

No weekend or bank holiday work

Salary: £24,784.50

• You will be working in a lively, vibrant and rewarding environment.
• Your day will start by signing into your systems, making sure you are ready for the fast paced day ahead.
• As a Telephone Customer Service Specialist you will provide excellent service to a diverse range of customers and employers.
• You will be working on an inbound telephone channel helping customers who are inquiring about employment status in line with government guidelines, general claims, payments, advances and impact of Covid‑19/government support, change of details/circumstances, new Universal Credit claims and appointment‑related queries.
• You will make a difference to people’s lives by informing customers of benefit payments to help with living costs, which may be available to those on a low income, or who are out of work or cannot work.

• 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 with the ability to interact with lots of different people.
• Professional and friendly telephone manner with the ability to show empathy when needed.
• Customer Service experience.
• Experience of working within a target driven environment to a high standard.
• PC skills, and the ability to navigate multiple systems competently, with ease.
• A good consistent typing speed and the ability to multi‑task.
• Take ownership of situations with positivity, resilience and a dedicated approach to providing service excellence.
• Ability to work within a fast paced, challenging and rewarding environment.

• Perks at Work – Savings Discounts / Free Online Classes
• Help@Hand – Savings Discounts / Podcast / Wellbeing Resources / Webinars / Access to GP’s, Mental Health Support, Financial Advice, Legal Advice
• Critical Illness – up to £10,000
• Cycle to Work Scheme
• Eyecare support voucher
• Holiday Purchase Scheme
• Length of Service Awards
• Workplace Pension
• Monthly Inspire Awards – For the best of the best
• Refer‑A‑Friend earns up to £1,200
• Monthly Wellbeing Webinars
• Dedicated Employee Experience Progress – Here to support TP journey

The role requires that you are vetted to Baseline Personnel Screening Standard (BPSS).

If your application is successful, you will be asked to provide documents/evidence to allow us to perform the following checks:

• Identity check
• Nationality and Immigration Status (including the entitlement to undertake the work we are offering)
• Basic Criminal Records Check
• Employment/Academic History Check – for a period three years leading up to your application.

Please note that if you are selected for the role, you will need to provide all required documents before we can confirm your start date. All screening and evidence must be completed satisfactorily before commencement of employment.