What you’ll be doing:

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.

  What we’re looking for:

• 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

About Capita Local Government

At Government Services, we’re transforming the way governments and local councils serve the public. We’re using technology, innovation and domain knowledge to improve services and deliver savings. Our teams are answering 30,000 emergency service calls every day and our Ultra Low Emissions Zone is helping Londoners breath cleaner air. Join us and discover better as you keep the country running smoothly.

What’s in it for you?

• A competitive basic salary
• 23 days holiday (rising to 27) with the opportunity to buy extra leave
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave…and plenty more
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology

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. If you have any questions you’d like to ask before applying, you can contact Sophie Bennett (Sophie.clarke3@capita.com)

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.

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.