Support a faster national response as a Customer Service Adviser!

Our Customer Service teams are supporting the helpline for customers undertaking swab and sample studies regarding COVID-19. As a Customer Service Advisor, you’ll be assisting people across the country offering support, and answering questions so that they can successfully participate in COVID studies during this unprecedented time.

We handle over 100 million customer conversations every year across Capita. This includes helping people who are in vulnerable or stressful situations, as well as processing essential documents and information.

We’ll provide you with the technology, software and training you need to get started, and we’ll be there to help and guide you on how to work effectively from home. However, it’s your positivity, empathy, honesty, and resilience that will make all the difference in this role, as you stay calm and collected in the face of uncertainty. Join us and you’ll be helping to create a stronger future for everyone.

What you’ll be doing:

• Supporting with inbound calls in a virtual call centre, working from home
• Delivering a service which makes your customers feel valued
• Dealing with a number of customer questions and queries.
• Accurately record all contact interactions on systems in line with expected process
• Build sustainable relationships of trust with customers, team members and clients through open and interactive communication

What we’re looking for

• Fluent Welsh Speaker
• Confidence and the ability to communicate clearly and effectively
• An ability to learn new skills quickly including adopting new processes and technology
• An ability to think on your feet and adapt to different situations
• A good listener, who can be empathetic, show patience and adapt their behaviours to suit different callers
• A private home working environment including suitable broadband connection and a quiet space to work.

What’s in it for you?

• A competitive salary
• 23 days annual 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
• A wide range of discounts on everything from retail, to health & wellbeing, travel and technology.
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• 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

Simply fill in the application from by clicking apply now. If you have any questions, then feel free to get in touch with Customermanagement2@capita.co.uk before you start.

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

What will happen next

We will invite you to take part in an interactive game based assessment called Arctic Shore Assessment. Please look out for an email from assessments@arcticshores.com and complete as soon as possible

Once you have completed your assessment you will be invited to a video interview with a member of the recruitment team

It’s important to note that where our offices are open, we are following government guidelines on personal hygiene standards, daily cleaning of employee work areas, maintaining safe distances and limiting the number of people in the office at one time. We also have clear policies on business travel and continuity.

The welfare of our people is of paramount importance to us, and we’re doing everything we can to keep our employees 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.