We’re supporting our clients as they adapt to a new world in the wake of COVID-19. We’re now recruiting for roles which will help our clients to deliver vital services and to resume business wherever possible.

Job title:

Customer Service Coordinator

Job Description:

This is a fantastic opportunity for a Customer Service Coordinator to work cross-functionally within our Service Management Team. This individual will coordinate then deliver a variety of end user feedback activities from a variety of sources, then collate results which will be communicated to provide recommendations to the business.

• Customer complaint and compliment management through to resolution
• Management and administration of the Incident Survey Process end-to-end
• Customer satisfaction performance reporting
• Compiling reports from customer feedback, training evaluations etc.
• Carry out a variety of surveys/feedback gathering via email or phone
• Work closely with the client services team providing recommendations for continuous improvement opportunities
• Quality Monitoring of customer communications
• Presentation of customer satisfaction results and outcomes to the business as needed
• Delivering Customer Care Training
• Contribution to Quality and ISO requirements through documentation management
• Event management administrative support
• Scorecard meeting research, scheduling and follow-up
• Survey creation, delivery and results collation

Key skills:

• Exceptional interpersonal skills with strong written and verbal communication skills
• Excellent PC skills, experienced user of Microsoft Office package
• Complaint management experience
• High levels of attention to detail and results oriented
• Excellent problem-solving, prioritisation skills
• Organised, ability to multi-task with flexibility towards time constraints
• Ability to quickly understand complex issues and focus on solutions using data/analysis
• Evidence of interpreting results & producing action plans
• Understanding of ISO and ITIL Process Frameworks is desirable

About Capita IT Services

At Capita IT Services, we’re connecting people to the services they need the most, from application and service management, to data-centre and cloud capabilities. We’re delivering innovative digital and managed services to customers across the UK, including the NHS, DVSA and BAE Systems. Our teams are helping the West Midlands Police to deal with more than 2,000 calls a day and securing data for Energia customers in Ireland. Join us and discover better ways to support the digital and IT needs of the future. 

What's in it for you?

At Capita, we believe an open, transparent working environment that encourages ingenuity and collaboration - with colleagues, customers, and clients - is what makes us so effective at what we do.

As well as a generous basic salary, we also give you 23 day's holidays (rising to 25 days after 2 years and to 27 after 5 years), company matched pension scheme and access to a variety of voluntary benefit options. These include a share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle, such as retail, health & wellbeing, and leisure discounts.

You'll be joining a network of some of the most experienced, innovative, and dedicated people in the country - the opportunities to learn new skills, develop in your career and grow and as we grow are almost endless. Our mission is to help you realise your potential - whatever that means to you.