To manage and motivate team members ensuring the best possible service is delivered in line with service level agreements.  This will include the management and allocation of workloads to individual staff, checking quality of work outputs and monitoring team performance.  Providing feedback to the team and identifying areas of potential improvements or risks to the Operations Manager (OM).

| Purpose of Job | Key Accountabilities

• Ensure a consistent, safe, efficient and cost-effective delivery of services within contractual performance levels and obligations.
• Adhere to and promote Capita values and abide by the leadership standard – leading by example.
• Actively manage and develop direct reports through effective use of the performance management lifecycle, providing effective 1-2-1’s, coaching, SMART objectives, appraisals and training.
• Proactively identify areas for development and manage non-achievement through the use of Capita’s absence/performance management process.
• Be available as a decision maker in the escalation process.
• Communicate effectively with individuals and the team for example through regular and ad hoc team meetings to ensure awareness of relevant issues, changes, sharing and celebrating successes etc.
• Assist in the planning and organising of team workload to achieve business objectives.
• Collate and distribute relevant Operational information and reports to OM where appropriate.
• Abide by all Capita Security Policies and Procedures ensuring any breaches are escalated accordingly.

| What we’re looking for |

Applicants should possess a strong work ethic, strong problem-solving skills, a can-do attitude and flexible approach, ability to work with individuals at all levels in the organisation along with a knowledge of software support, and excellent data analysis skills.

Essential:

• Good understanding/experience of business processes.
• Excellent communication, planning and organisational skills.
• Strong interpersonal skills.
• Good PC skills, including knowledge of Word, Excel and e-mail.
• Ability to diffuse potentially confrontational situations and to remain calm and reasonable in a potential difficult situation.
• To be approachable and willing to assist others.
• Experience of working within a customer service or back office environment.

| What’s in it for you? |

• A starting salary of £21,000 - £24,000 (dependent upon experience).
• 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…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.

| 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. 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. 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.