Job Description

502041 Stockton-on-Tees, County Durham, United Kingdom Birmingham, West Midlands , United Kingdom Health Advice & Guidance Call Center Customer Service Full Time / Fixed Term Contract Opening on: Nov 20 2025 Closing on: Dec 4 2025

We are delighted to announce exciting opportunities to join us as a Customer Service Advisor, supporting that contract as the first point of contact for many claimants accessing HAAS. The Claimant Advisor provides excellent customer service to ensure claimants' queries are effectively resolved in a timely manner and is responsible for ensuring accurate data entry onto the relevant systems and completing all associated administration to a high standard. Roles are available in Birmingham or Stockton on Tees and can be on a Hybrid basis.

These are a 6 month fixed term contract with potential to extend.

Responsibilities:

Managing a large amount of inbound and outbound calls in a timely manner. Handling claimant enquiries as the single point of contact for claimants and other third parties using the enquiry service. Taking responsibility for enquiries from first contact through to conclusion. Providing a high level of customer service, ensuring that all calls and enquiries are dealt with in a professional, polite and caring manner, and demonstrating customer service excellence at all times. Ensuring that call scripts and documented procedures are followed at all times to ensure the quality and consistency of calls. Logging information taken on calls / enquiries accurately and in a timely manner on the relevant systems. Providing advice and guidance to claimants where appropriate and / or directing them to relevant advice and guidance. Escalating any enquiry or issue that you cannot resolve directly and ensuring full follow up to resolution. Supporting the Claimant Enquiry Team and other support functions with any associated administration tasks as required. Commitment to personal and professional development, ensuring all necessary learning is completed.

Essential Criteria:

Previous experience in a customer service role. Previous call handling experience. Strong customer service skills. Excellent written and verbal communication skills. Good interpersonal skills. Analytical and problem-solving skills. IT literacy including the ability to type/ data input accurately, and at speed. Previous experience using CRM databases. Organised and able to manage time productively. Flexible and able to adapt and respond well to change.

Ingeus is part of global human services provider, APM Group. Our mission is to enable better lives, and, in the UK, we work with government, employers, and local partners to design and deliver services to help create strong societies where people have the independence, knowledge, and know-how to thrive. We deliver services to help people improve their employment, skills, health, and wellbeing. We're purpose-led, passionate, and proud to work with customers and communities to drive social change.



Our culture treats everyone with dignity and respect, ensuring that every individual is comfortable, confident, and recognised for the value of their contributions. We welcome applications from everyone - if you require any assistance with any part of the recruitment process or would like alternative formats, please get in touch with us via email at careers@ingeus.co.uk.

Please note that we reserve the right to close this advert early should we receive a sufficient number of applications.