Jodie Hammond

Customer Service Professional with experience supporting government service contracts through Teleperformance, delivering high-quality support within a fast-paced contact centre environment. Skilled in managing high-volume inbound calls (80+ daily) while maintaining a 97% Quality Assurance score and operating within strict Average Handling Time targets (475–515 seconds). Experienced in handling sensitive claimant information, coordinating appointments, and working across internal CRM and case management systems to ensure accurate record keeping and efficient case progression.

Recognised for strong communication, problem-solving, and compliance awareness within target-driven and remote working environments.

Customer Service Expert at Teleperformance (DWP) (2025-08 – Present)

Handle inbound calls from members of the public regarding Department for Work and Pensions services, maintaining high Quality Assurance scores and operating within strict Average Handling Time targets in a fast-paced contact centre environment.

• Handle up to 80 inbound calls per day from members of the public regarding Department for Work and Pensions services, resolving queries in line with operational procedures and service-level agreements (SLAs)
• Maintain a 97% Quality Assurance (QA) score, consistently meeting high standards for compliance, call handling, and customer experience
• Operate within a target Average Handling Time (AHT) of 475–515 seconds while ensuring thorough and accurate issue resolution
• Accurately log and update claimant information within internal CRM and case management systems, ensuring data accuracy and regulatory compliance
• Coordinate claimant appointments and schedule interactions to support efficient case progression across multiple internal systems
• Manage high-volume email communications, responding to enquiries and directing cases to appropriate teams when required
• Apply strict data protection, safeguarding, and confidentiality procedures when handling sensitive claimant information
• Liaise with Case Managers and Work Coaches to ensure appointments, updates, and communications are processed efficiently
• Use internal knowledge management systems and operational scripts to provide accurate guidance and maintain consistent service delivery
• Identify complex or high-risk cases and escalate appropriately following internal operational procedures
• Demonstrate strong active listening, problem-solving, and needs analysis skills to resolve claimant issues in a fast-paced contact centre environment
• Work independently in a remote, target-driven environment, maintaining productivity, compliance, and quality standards
• Successfully completed comprehensive training covering operational procedures, compliance, safeguarding, and information security

Bachelor's Degree of the Arts in Arts – York St John University (2020-09 – 2023-07)

Extended Diploma of the Arts in Arts – New College Pontefract (2018-09 – 2020-07)

GCSE in General Education – King James's School (2010-09 – 2015-07)