What you’ll be doing:

In this role you will be you will supporting with outbound & inbound calls from customers who have a query on their account. 

As well as handling complaints there’s a requirement to resolve customer disputes.  You will need to supply an exceptional level of customer service in this role to resolve the customers issue on one call if possible.  A high level of written and verbal communication is required, administrative duties maybe needed to record information and communicate solutions or options on the account and to the customer.  You will need a strong personality to resolve the customers issue, keep them calm and control the call.   

• Building rapport, empathising and having meaningful conversations with our customers to deliver excellent customer service
• Supporting with outbound & inbound calls within a contact centre
• Embracing learning, coaching and development to continuously improve your skills and capability
• Sharing ideas to improve the customer service experience
• Making a difference to customers

What we’re looking for:

• Customer service experience in call centre or retail (essential).
• Experience in a call centre environment (preferred).
• Excellent telephone manner.
• The ability to follow instructions and scripts to meet with compliance requirements.
• Confident and effective communicator.
• Comfortable in receiving and resolving customer complaints.
• The ability to solve customer problems and seek guidance if required to resolve the issue.
• Excellent spoken and written English skills.
• Ability to work in a team.
• I.T literate.

What’s in it for you?

• A competitive basic salary of £9.50per hour
• 22 days’ holiday (rising to 27) with the opportunity to buy extra leave
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees.

All interviews, assessments and background checks will continue to take place online, to completely remove the need for face-to-face contact. All Capita colleagues who can work from home should do so; and where it is not possible for colleagues to work remotely, we have taken important steps to protect those working from Capita’s offices. Social distancing, enhanced hygiene and safety measures are already in place at all Capita locations that are open to protect our colleagues and manage the risk of COVID-19. The welfare of our people is of paramount importance to us, and we’re doing everything we can to keep our colleagues and customers safe during this time.