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
Becoming a Customer Service Advisor with Capita Local Government
Working hours: Monday - Friday, 8:30am - 5:00pm
Location: To provide cover for five reception facilities at the following offices:
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.email@example.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.
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.
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.
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
I work from home
Shifts, weekends, pay, job role, expectations, don’t get paid if you work after the hours and hard/impossible to get the time back
Employee, September 2021
Work starts as soon as you get in your car and ends when you get back home
Head office don't understand the front line
Employee, July 2021
Flexibility with work hours
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
Customer advisor, February 2021
Perks at work. Not minimum wage.
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.