Customer Service Advisor, Capita
£21.3k
Consulting, transformation and digital services
Job no longer available
Consulting, transformation and digital services
1001+ employees
Job no longer available
£21.3k
1001+ employees
Company mission
To create better outcomes – for our employees, clients and customers, suppliers and partners, investors, and society.
Role
Who you are
- Good communication skills
- Excellent listening skills
- The ability to identify potential problems and escalate where necessary
- Good keyboard skills, including knowledge of Word and Excel
- Customer Service orientated
- Strong customer service ethos and desire to exceed customer expectations
- Ability to communicate effectively
- Clear speaking voice
- Self-motivated and enthusiastic
- The ability to work under pressure
- To be approachable and willing to assist others
What the job involves
- The Customer Service Advisor will work as part of a team ensuring that all customers are provided with a first class, professional, understanding service and to assist with/answer any queries
- You will provide general clerical and administrative support to the Customer Service Team as required
- You will maintain standards of customer care in line with the Client’s and Capita’s standards and policies
- To provide efficient and effective customer service to all customers who are contacting Customer Services by a personal visit to reception and customer access points, e-mail, in writing or by telephone
- To provide a ‘triage’ first contact service for customers and helping them interact with local authority services, on-site partners and third party providers where appropriate
- To answer complex customer enquiries, particularly for Revenues and Benefits, ensuring responses are clear and concise
- To ensure compliance to company policy and procedure when answering customer enquiries and to ensure that records, computer systems and information are maintained accurately
- To take receipt of proofs of documentation from customers and ensure all documentation is indexed and scanned onto the appropriate systems
- To book and conduct customer appointments regarding Revenues and Benefits enquiries where customers need assistance
- To prepare and issue visitor badges for meetings with local authority officers and on site partners
- To meet the requirements of the customer satisfaction process by promoting the completion of surveys and following agreed procedure
- To receive occasional post and deliveries on reception
- To promote self-service and channel shift in line with Company strategy, supporting customers with the use of self-serve terminals and web access points located within reception areas
- To work towards meeting performance targets and quality assurance requirements for the Customer Services Team
- To co-operate with the implementation of new services/processes into the team and help ensure that all arrangements, systems and resources are in place to enable services to be delivered in a customer focussed and business-like way
- To ensure all forms, literature and information sheets are kept replenished and tidy. Undertake regular liaison with services to ensure all publications are up to date and the most recent publications
- To ensure all Health and Safety procedures are adhered to
Salary benchmarks
Our take
Capita delivers consulting, digital and software solutions to improve connections between businesses & customers, and governments & citizens. Founded in 1984, it now offers its expertise across wide ranging industries, and it’s this depth and breadth of expertise that has made Capita a primary port of call for a number of varying businesses.
Capita’s offering is only becoming more important in today’s economy. Fierce competition has meant that established companies can fail faster than ever before, and the public sector must keep up with rapidly changing technology. As a result, both need to constantly innovate, and this is where Capita comes in.
The company is working to become both a stronger and simpler business in the long term. As part of this, it is selling off non-core businesses to strengthen the balance sheet and switch focus to its two key divisions: Capita Public Service and Capita Experience.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Company benefits
- Company-matched pension
- Parental leave and pay
- Buy extra holiday
- Eye care vouchers
- Life assurance
- Season ticket loans
- Dental insurance
- Health assessment
- Life assurance
- Retail vouchers
- Restaurant discounts
- Beauty & fitness discount
- Hybrid (at home & the office)
- Flexible working
Company HQ
City of London, London, UK
Leadership
Adolfo Hernandez
(CEO)Previously Vice President of the Global Telco Business Unit for Amazon Web Services (AWS), CEO of SDL and acision and was the EVP & President of Global Software, Services and Solutions for Nokia.
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