6.2

Capita

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Customer Services Advisor, Capita

in Shepton Mallet,

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Job description

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 Advisor

Job Description:

Becoming a Customer Service Advisor with Capita Local Government

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

Salary: £18,525

Location: To provide cover for five reception facilities at the following offices:
  • Shape Mendip Hub, Cannards Grave, Shepton Mallet BA4 5BT
  • Frome CAP, Frome Library, Justice Lane, Frome BA11 1BE
  • Glastonbury CAP, Glastonbury Library, 1 Orchard, Glastonbury BA6 9JB
  • Wells CAP, Wells Town Hall, Market Place, Wells BA5 2RB
  • Street CAP, Crispin Community Centre, Leigh Road, Street BA16 0HA


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.

Location:
Shepton Mallet
,
United Kingdom

Time Type:
Full time

Contract Type:
Permanent

How this job measures up

Call and contact centre staff at Capita are typically paid £8.61–10.59 an hour.

125 people shared what they think about this job…

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Bad
  • Not easy to change shifts

    How easy is it for call and contact centre staff at Capita to change shifts?

    People find it hard to change shifts

    How we know this

    80% of people report that it’s hard to change shifts if they need to

    Based on information from 15 job reviews

    Why this matters

    A good job is flexible around your personal life. It should be easy to change a shift if you need to, whether that’s in an emergency or for planning ahead.

  • Head office doesn’t understand the frontline

    Do call and contact centre staff think Capita head office understands what's happening where they work?

    People think head office doesn’t understand what’s happening where they work

    How we know this

    85% of people think that this employer’s head office or owners don’t have a good understanding of what’s really happening where they work

    Based on information from 27 job reviews

    Why this matters

    At a good job, the role of head office should be to support the people on the frontline serving customers.

    To do that properly, the company’s owners or head office need to have a good understanding of what’s really happening on the frontline. This is especially important when a company owns multiple locations.

  • People don’t enjoy their job

    Do call and contact centre staff at Capita enjoy their jobs?

    People don’t enjoy their job

    How we know this

    100% of people report they don’t enjoy their job

    Based on information from 11 job reviews

  • People feel stressed

    Is it stressful for call and contact centre staff to work at Capita?

    People feel stressed here

    How we know this

    80% of people say they often feel stressed at work

    Based on information from 35 job reviews

    Why this matters

    Work isn’t always easy, but if you’re frequently feel stressed, that’s not good.

    Your employer should support you with enough people and resources to get your job done without feeling overwhelmed.

  • People are paid below market rates

    Does Capita pay call and contact centre staff market rates?

    People are not paid market rates

    How we know this

    86% of people are paid below the typical pay for the type of work they do

    Based on information from 35 job reviews

    Why this matters

    Pay can vary a lot between types of job. Employers should be ensuring that the rates their staff are paid are in line with similar roles elsewhere.

Not great
  • Not easy to take sick leave

    How easy is it for call and contact centre staff to take sick leave at Capita?

    Most people find it hard to take sick leave

    How we know this

    58% of people report that it’s hard to take time off if they are sick

    Based on information from 31 job reviews

  • Hard to choose shifts

    Do call and contact centre staff at Capita get to choose the shifts they work?

    Most people don’t get enough choice over which shifts they work

    How we know this

    75% report that their manager doesn’t give them enough choice over which shifts they work

    Based on information from 24 job reviews

    Why this matters

    A good job is flexible around your personal life. This means you get a say in when you prefer to work.

  • No career progression

    Are call and contact centre staff given support to progress at Capita?

    Only some people are given support to progress here

    How we know this

    In the last year, 59% of people report not being given an opportunity to get better at their job, learn a new skill, learn to manage a team or get more responsibility in their role

    Based on information from 32 job reviews

    Why this matters

    A good job should help you progress at work, if you want to. That might be supporting you to get better at the job you currently have, learn something new, manage a team or take on more responsibilities.

    This means you’ll be able to build on your skills and experience, and earn more money.

  • People don’t recommend their team

    Do call and contact centre staff at Capita recommend working with their team?

    Only some people recommend working with their team

    How we know this

    57% of people report that they wouldn’t recommend working with their immediate team to a friend

    Based on information from 35 job reviews

    Why this matters

    A good job means enjoying the place where you work.

    The people you work with every day really matter. They can be the difference between a terrible day and a great one.

    If you’d recommend your team to a friend, this shows that something’s going right.

  • People do unpaid extra work

    Do call and contact centre staff at Capita do extra work that they don't get paid for?

    Sometimes. Most people do unpaid extra work

    How we know this

    57% of people report that they do extra work that they don’t get paid for

    Based on information from 23 job reviews

    Why this matters

    Everyone should get paid for any extra work they do, even if it is outside your contracted hours. At a good job, you should be paid for all the time you spend at work.

Good
  • Easy to book holiday

    How easy is it for call and contact centre staff to book a holiday at Capita?

    Most people find it easy to book holidays

    How we know this

    50% of people report it’s easy to book holidays

    Based on information from 32 job reviews

    Why this matters

    A good job should let you take time off when you need it, and it shouldn’t be a nightmare to arrange.

  • Enough training

    Do call and contact centre staff get enough training when they start at Capita?

    Most people get enough training when they start

    How we know this

    57% of people report they got enough training when they started working here

    Based on information from 35 job reviews

    Why this matters

    A good job should give you good training when you start, not just drop you in at the deep end.

    This means that you’ll be happier and more productive from day one and shows that your employer values you.

    It’s also very important if your job involves anything that could be dangerous. Good training from the outset keeps you and your team safe.

  • Good for parents

    Is working as call and contact centre staff at Capita good if you have caring responsibilities?

    Most people say this is a good place to work if you care for a child or other relative

    How we know this

    50% of people who care for a child or other relative report this is a good place to work

    Based on information from 10 job reviews

    Why this matters

    Whether it’s looking after children or caring for a relative, a good job should support your responsibilities outside of work.

  • Breaks are paid

    Do call and contact centre staff at Capita get paid breaks?

    Usually. Most people get paid breaks

    How we know this

    67% of people say they get paid breaks

    Based on information from 33 job reviews

    Why this matters

    A good job should have paid breaks.

    You should be paid for all your time at work, whether you’re on a break or not.

  • People are paid enough to live on

    Does Capita pay call and contact centre staff enough to live on?

    Most people are paid enough to live on

    How we know this

    69% of people say they are paid at or above the Real Living Wage for where they live

    Based on information from 26 job reviews

    Why this matters

    Everyone should be paid enough to live on.

    The Real Living Wage is a voluntary rate employers can sign up to that is based on the real cost of living.

    The Real Living Wage is currently £9.50 per hour, and £10.85 per hour in London.

  • People get sick pay

    Does Capita pay call and contact centre staff sick pay?

    Usually. Most people get proper sick pay

    How we know this

    73% of people say they would get paid if they were sick but scheduled to work

    Based on information from 30 job reviews

    Why this matters

    Everyone gets sick sometimes. You should be able to take time off without worrying.

    At a good job you should still get paid if you’re scheduled to work but can’t due to sickness. Your contract should say how many sick days you can take each year.

    This is more than the legal minimum, which says you should only get paid if you are unwell for 4 full days. See Citizens Advice for more details.

  • Well informed about head office

    Do call and contact centre staff feel well informed about how Capita is doing?

    Most people feel well informed about how the company is doing

    How we know this

    63% of people feel that they are kept well informed about how the company is doing as a whole

    Based on information from 30 job reviews

    Why this matters

    At a good job, there should be a supportive relationship between the people working on the frontline serving customers and the people who own the company or work in head office.

    You should be kept informed about how the company is doing as a whole, both in good times and when things get tough for the business.

Excellent
  • No short notice shift changes

    Do Capita managers change call and contact centre staff shifts at short notice?

    Managers don’t change people’s shifts at short notice

    How we know this

    96% of people say their manager doesn’t changes their shifts at the last minute

    Based on information from 25 job reviews

    Why this matters

    If your manager is often changing your shifts at short notice that’s a sign of poor planning. At a good job you won’t be messed around at the last minute.

  • People get proper breaks

    Do call and contact centre staff at Capita get proper breaks?

    People get proper breaks

    How we know this

    94% of people report that they get to take proper breaks

    Based on information from 33 job reviews

    Why this matters

    When you take a break it should be a proper rest. It should last the full duration and you shouldn’t get pulled off it.

  • 4+ weeks notice of shifts

    How much notice do call and contact centre staff get of their shift pattern at Capita?

    People get 4 weeks notice of when they’re working

    How we know this

    • 4% report getting one week notice or less
    • 12% report getting two weeks notice
    • 8% report getting three weeks notice
    • 24% report getting four weeks notice or more
    • 52% report having a fixed rota

    Based on information from 25 job reviews

    Why this matters

    At a good job, you get plenty of notice about when you’re working.

    This makes it easy for you to plan the rest of life, as well as your finances, because you know how much you’ll be working and when.

  • Managers are respectful

    Do call and contact centre staff at Capita feel treated by respect by their managers?

    People feel treated with respect by their managers

    How we know this

    85% of people say they’re treated with respect by their managers

    Based on information from 33 job reviews

    Why this matters

    Everyone should get treated with respect by their managers. You shouldn’t feel discriminated against or bullied, and if you have a problem you should be able to speak to someone about it.

  • People don’t worry about getting enough hours

    Do call and contact centre staff at Capita worry about hours?

    People don’t worry about getting enough hours

    How we know this

    78% of people report they don’t worry about getting enough hours

    Based on information from 18 job reviews

    Why this matters

    At a good job, you shouldn’t have to worry about getting enough hours each week.

    A good job should guarantee you a minimum number of hours in a contract, if you want it.

    This makes it easier to plan your finances, because you know how much you’ll be earning.

What employees are saying about Capita

  • Best thing

    I work from home

    Worst thing

    Shifts, weekends, pay, job role, expectations, don’t get paid if you work after the hours and hard/impossible to get the time back

    4.7

    Employee, September 2021

  • Best thing

    Work starts as soon as you get in your car and ends when you get back home

    Worst thing

    Head office don't understand the front line

    5.2

    Employee, July 2021

  • Best thing

    Flexibility with work hours

    Worst thing

    The rest of it. It's a stressful job, the managers only care about hitting targets, you're barely given any time to take a breather between calls, and you're only entitled to 3 separate days or 7 consecutive days off sick in a 12 months period before you're called into an absence meeting

    6.0

    Customer advisor, February 2021

  • Best thing

    Perks at work. Not minimum wage.

    Worst thing

    10+ hour shifts, rude customers, not paid enough for work done, managers don't understand mental illness or time off to care for family with MH issues. High targets that are impossible to hit in order tp actually help customers.

    2.7

    Employee, June 2021