Job Description

Customer Service Specialist

What does my role involve?

As a Telephone Customer Service Specialist you will provide excellent service to a diverse range of customers and employers, such as below:

• 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 more.
• 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.
• Customer Service experience.
• Ability to work within a fast paced, challenging and rewarding environment.

Role: Customer Service Specialist
Location: Gateshead – Tyne River House
Contract: Permanent
Hours: 40 hours per week (Monday–Friday only)
Shift Pattern: Monday – Friday 8:00am to 18:15 ( 8-4 / 9-5 / 10-6 )

Please note: Full flexibility is required within operating hours. Part-time roles are not available.

Salary

£12.71 per hour (effective April 2026)

Training

• 11 days classroom-based training (8:00am – 6:00pm)

• Followed by a 10-day nesting period

• Full attendance required

• No holidays permitted during the first 4 weeks

Start dates are from late January 2026 onwards (confirmed after checks).

Requirements

• Checks & Requirements
• You will need:
• Proof of ID (Passport or Birth Certificate)
• National Insurance Number
• Address proof (within last 3 months)
• You will also complete
• DBS check (paid for by employer)
• You must have the right to work in the UK.
• What the Role Looks Like
• You will:
• Prepare systems and begin your shift ready for calls
• Handle inbound customer enquiries
• Support students and families with finance queries
• Manage conversations with professionalism and empathy
• You’ll be part of a supportive, fast-paced contact centre environment (onsite or remote depending on business needs).

Benefits

• Why Join Us?
• Work for a globally recognised, award-winning employer
• Access wellbeing tools and support resources
• Build valuable customer service experience