Job Role

A Case Handler will be responsible for assisting customers with their student finance journey. You will assess and process student finance applications across the SLC range of products. You will also be required to provide information to our customers through various channels, (inbound/outbound calls etc). Initially there may be an element of case management, processing applications and managing work queues. This may be a temporary piece of work before moving to customer contact. Training and support will be given throughout your career journey.

**Please be advised that this role will be back office – non-customer facing until September where you will then be upskilled on voice contact. You will then alternate between both roles spending approximately 6 months on each**

Essential Criteria

• Competent computer and mobile technology user, comfortable with MS Office, email and multiple software platforms
• Customer Focus – Able to establish a good understanding of customers’ needs and a desire to deliver high standards
• Flexibility – Able to work flexibly within defined guidance and adapt in a changing working environment, with a positive approach.
• Communication – Excellent skills in communication channels, including telephone, call handling, email, and letter writing.
• Development – Demonstrates a desire to develop and improve as an individual and maintain key knowledge and skills required for the role.
• Experience in working in a high-volume processing and/or customer service centre.

Teleperformance are looking for people who:

• Commit to and demonstrate all SLC behaviours, performance standards and ways of working determined by the SLC Way.
• Demonstrate in all aspects of the work commitment to a high-level customer centric service.
• Assist students, sponsors and relevant third parties via all channels we offer to support student finance applications and the application of regulations and policy. This would include detailed information on loans, tuition fees and other grants
• To handle all contact channels (calls, social media, web chat etc), effectively and as required, in a professional and courteous manner, demonstrating a high level of customer care, accuracy & attention to detail at all times.
• An eye for detail to be able to accurately assess eligibility and entitlements for all customer applications and products.
• Undertake required duties to meet goals, objectives and deadlines in a changing environment.

Who are we?  We are the voice of our clients.

We are a global outsourcing Contact Centre with a number of UK sites, all with a reputation for hard work, outstanding results, and for simply being “a great place to work”.

What do we do? We provide fantastic service and great careers.

We interact with customers on behalf of our clients, helping to solve their queries. Basically, looking after them in the way they deserve, the only way! We develop our teams and provide some fantastic opportunities for progression.

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 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 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.
• Days away from your desk to support in the local community, perhaps painting a hospital wing or cleaning a beach are some of the favourites
• Winter and summer parties, usually held in fabulous venues. Free food & drinks!

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

• Cineworld tickets - Up to 55% off
• Virgin Trains - 20% off
• Virgin Experience Days – 20% off
• 25% off O2 and 20% of EE Mobile Contracts
• Sony – 20% off Mobile Phones
• Ray-Ban – 20% off