We’re continuing to adapt to the unprecedented circumstances brought about by COVID-19.

Wherever possible, all interviews, assessments and background checks will take place online, to completely remove the need for face-to-face contact.

Capita colleagues are only permitted to work from one of our offices where there is an essential reason for them to do so.

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.

Job title:

Customer Services Officer - Reception

Job Description:

Becoming a Customer Service Advisor with Capita Local Government

Location: 180 Vauxhall Bridge Road, London, SW1V 1ER

Salary: £21,158 per annum

Contract: Permanent

Working hours: 37.5 hours, Monday – Friday, 8:30am – 5:00pm

Our world class Local Government Services team supports local councils to improve outcomes and focus on what matters in their communities. We care about helping local councils to transform and make every penny matter to ensure front line services are protected as part of their citizens charter to ensure that people live and prosper.

What you’ll be doing

• Organise individual workload, to ensure targets are met and meet team objectives.
• Complete daily work on EG for performance management.
• To maintain a high level of customer care and deal customers in a courteous and professional manner.
• Ensure reports are completed clearly and concisely and Academy/EDMS notes are updated.
• Interrogate appropriate systems and contact back office/other agencies when necessary.
• Provide a “fast track scanning and drop off” service for customers.
• Provide assistance to customers in our “Self Service” area.
• Provide face to face customer interviews at alternative locations, e.g. DWP offices, as requested.
• Provide interviews with customers on a drop-in and appointment basis.
• When requested provide support to the Visiting Service by visiting claimants in their place of residence for the purpose of:

• completing claims, gathering information and advising on entitlement in line with legislation and procedures.
• establishing residency and household composition in line with verification framework.

• Provide general advice to Customers on other services and welfare benefits including potential entitlement and support to make a claim for Universal Credit.

• Ensure information provided by customers satisfies all appropriate legislation and established council policies and procedures.
• Provide support to the back office as required. The appropriate training will be provided to enable the specific activities to be undertaken.
• Provide an outbound calling service to respond to customer queries and provide customer support as an alternative to a home visit.
• To raise any issues with Reception Manager in good time.
• To undertake mandatory training and assessments.
• Any other duties as required.

What we’re looking for

• Ideally experience working in a fast-paced office environment
• Experience working at a busy reception
• Solid customer service background
• Good communication skills
• Good IT skills
• Ability to deal with difficult customers with sympathy and tact
• A background knowledge of Housing Benefit / Council Tax Reduction administration and legislation is desirable, but not essential.

What’s in it for you?

• A great basic salary
• 23 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
• 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
• Opportunity to work from home

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.