Strengthen customer correspondence as a quality and complaints analyst

Join us as a quality and complaints analyst where you’ll be managing quality monitoring and feedback across our entire back-office operation. You’ll oversee quality monitoring for letters, representations, and appeals, as well as emails, refund requests, payment processing and cancellations. Enthusiastic and a great team player, you’ll also be customer-focussed and will be able to make suggestions on improvements to quality processes. In return, we’ll support you to grow and develop your career. This is an exciting opportunity to join our friendly and supportive team who’ll be behind you from day one, offering advice and opportunities to help you go even further.  

What you’ll be doing:

• monitoring a set number of work items, such as emails, according to pre-set targets
• identifying themes and trends, making recommendations or escalating them
• raising priority feedback and alerting team leaders when necessary
• maintaining professionalism and confidentiality regarding quality of customer service representatives
• proactively addressing quality issues
• contributing to coaching and feedback.

What we’re looking for:

• experience working in a fast-changing, multi-skilled back office, customer service or enforcement environment, with a good knowledge of operational processes and procedures
• ability to follow procedures and work to tight deadlines
• excellent attention to detail
• good numeracy and analysis skills
• excellent communication skills and a talent for working with a wide range of people
• a multi-tasker who works well independently.

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, 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

You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of 55,000 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.

To view our Covid-19 and process adjustments information, please visit the Capita Careers site.

Equal Opportunities

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. During the application process, you’ll be asked to share your personal characteristics and data with us. This helps us understand our audience so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive.