Customer Services Agent

Customer Service Agent

Location: Wath upon Dearne, Rotherham, South Yorkshire

Salary: £12.71 per hour (£24,879.82 pro-rata)

Contract: Fixed Term (up to 6 months with the potential opportunity for a permanent position subject to business needs and performance)

Hours: 37.5 hours per week, Monday to Friday (Shifts between 7:45am – 7:45pm)

Start Date: January 2027 onwards

Make a Difference Every Day

Start the New Year with a role that genuinely matters. We are now recruiting for our major January 2027 intake at the G4S Customer Contact Centre in Wath upon Dearne.

As a Customer Service Agent supporting the Department for Work and Pensions (DWP), you will act as the first point of contact for members of the public, assisting them with benefit enquiries. Your day-to-day focus will be delivering reassurance, guidance, and empathetic customer service on every call.

Why Join G4S?

• Hybrid Flexibility: Transition straight to a hybrid work pattern after 8 days of fully paid, comprehensive onsite training.

• Work-Life Balance: Guaranteed 37.5 hours every week with weekends off. Shifts run strictly Monday to Friday.

• Growth & Permanency: Join a supportive contact centre of over 2,000 colleagues, with high-performing agents regularly transitioning into permanent careers.

• Hands-On Support: Dedicated classroom coaching and floor support during your first 8 days to ensure you feel 100% confident before taking calls from home.

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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