Start date: 19 January 2026 Rate of Pay: £12.86 per hour Location: Gateshead - PLEASE NOTE THAT THIS IS AN ONSITE ROLE AND WORK FROM HOME IS NOT AVAILABLE FOR THIS POSITION Shifts: Full time 40 hours per week. Monday - Friday between 08.00 am and 6:00 pm. You must be fully flexible to work any shifts between these hours. Training: 11 days The Role: We are seeking dedicated Contact Centre Agents to join our team. We are looking for individuals who possess a unique blend of compassion, strong judgment, assessment skills, professionalism, and with excellent time management skills. This role is unique which entails assessing caseloads, in a timely manner. Your responsibilities include managing a dedicated caseload with empathy, professionalism, and confidentiality, while collaborating with relevant agencies and stakeholders to address complex issues. Ultimately, your role aims to enhance the well-being and financial stability of potential vulnerable customers through proactive intervention and effective case management. Key Responsibilities You should be confident in conducting challenging but effective conversations You are required to maintain multiple cases simultaneously, varying by type and stage You will be responsible for managing a designated caseload You will be required to question in a curious and confident manner, whilst being considerate of potential sensitivities, asking appropriate follow up questions relevant to uniqueness of the case as required to g