The Role
As a Customer Service Agent, you’ll be handling inbound calls from members of the public regarding DWP benefits. You’ll listen carefully, provide accurate information, communicate with empathy and professionalism, and ensure every customer receives the highest level of service.
Following your initial 8 days of fully paid, on-site training, you will transition to our hybrid working model. You will need a quiet, private workspace at home with reliable broadband, and should live within a manageable commute to attend our Wath upon Dearne site as and when required by the business.
Key Responsibilities
Handle inbound calls from members of the public regarding DWP benefit enquiries.
Deliver clear, compassionate, and professional service across every interaction.
De-escalate complex queries and manage sensitive conversations with confidence and composure.
Maintain complete data accuracy, confidentiality, and GDPR compliance on internal systems.
Keep pace with updated DWP policy guidance and standard operating procedures.
Follow safeguarding protocols and escalate urgent cases appropriately.
What We’re Looking For
You’ll be someone who enjoys helping others and thrives in a customer-focused environment.
Customer Experience: Previous customer service experience in any setting (such as retail, hospitality, care, or reception) is an advantage, but what matters most is your passion for helping people.
Communication: Clear, empathetic spoken and written English, paired with strong listening skills.
Telephone Manner: A confident, friendly, and professional telephone presence.
Resilience: The ability to remain calm under pressure and handle sensitive conversations with care and tact.
Attention to Detail: Accuracy in recording customer details and updating account notes.
IT Confidence: Good general computer skills, including comfort using Google Workspace applications and web-based tools.
People Skills: A natural talent for building rapport with diverse callers, a strong work ethic, and a positive, collaborative team attitude.
Remote Workspace: A quiet, private room to work from home with reliable high-speed broadband.
Location & Travel: Ability to commute to our Wath upon Dearne (Rotherham, South Yorkshire) site for initial training and on-site attendance as and when required (no fixed on-site rota).
(Note: Successful candidates will undergo standard background screening, including BPSS and a basic DBS check, in line with government contract requirements.)
Ready to Apply?
We are interviewing now for our January 2027 start dates. Click Apply today to submit your application. Due to high application volumes, our recruitment team will only be in touch with candidates selected for interview.
Benefits
While working for G4S, you are entitled to a number of benefits and offers from G4S partners and other organisations, from employee assistance provided through SPARK, to RAC cover and so much more, including the below:
Progression, training and development catered to you
20 days annual leave plus 8 bank holidays (pro rata)
Charity work- Match-IT and Payroll Giving
Refer A Friend incentives
Company pension scheme with employer contributions.
G4S Life Assurance Scheme.
Subsidised healthcare plan.
Confidential Counselling Services
24/7 support specialising in health and medical
Discounts on high street shops and brands including several leading high street brands, retailers and travel suppliers.
G4S is committed to Inclusion and Diversity. We welcome applications from all suitably qualified candidates, regardless of their race, gender, disability, religion/belief, sexual orientation, or age. As part of our commitment to disability confidence, we offer applicants with a disability an interview if they meet the minimum requirements for the role.
G4S is the International business of Allied Universal, the world’s leading security and facility services provider and trusted partner to more than 400 of the Fortune 500. Allied Universal delivers unparalleled security and customized business solutions, innovative solutions, cutting-edge smart technologies and tailored services that enable clients to focus on their core businesses. With operations in over 100 countries and territories, Allied Universal is the third largest private employer in North America and seventh in the world. Annual revenue is approximately $23 billion. There is no greater purpose and responsibility than serving and helping to safeguard customers, communities and people. For more information, visit g4s.com. In the UK, the company has an extensive network of offices and more than 31,000 employees.
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