Customer Service Advisor - Homeworking

What’s in it for you?

• Shifts between Monday – Friday 9am to 8:00pm & Saturday 9am-4.30pm. Your shift will be fixed and allocated to you during grad bay.
• A permanent, full-time role offering a competitive salary of £22,542 with salary increases throughout your first year, subject to terms.
• Opportunities to learn and develop, with support to help drive your career progression
• Extensive training and a supportive team culture
• 22 days’ holiday (rising to 27) with the opportunity to buy extra leave
• Matched pension scheme and a childcare scheme
• A wide range of discounts on everything from retail, health & wellbeing, travel and technology. ​

Sound exciting? Then let me tell you more.

What you'll be doing:

• Listening to each customer as an individual, to understand their circumstances and deliver solutions that meet their needs
• Identifying vulnerable customers and adapting approach, providing additional support when required
• Identifying additional services to add value  
• Securing payments or payment plans on final bills
• Providing excellent customer service with a key focus on doing the right thing for each customer    
• Handling escalated customer queries with empathy and integrity, logging accurately
• Providing information on products and services which may benefit customers via sales through service.

What we’re looking for: 

• Someone who takes ownership of customer issues, solves problems with a focus on helping people  
• Confident negotiator and the ability to communicate clearly and effectively
• A good listener, who can be empathetic, show patience and adapt their behaviours to suit different callers
• An understanding or ability to learn about the different processes within a contact centre environment 
• Resilience when faced with challenging queries
• Highly motivated and able to work in a fast-paced environment
• Confident PC and systems skills, with the ability to use multiple different systems at any one time.

You must be based in mainland UK to be considered for this role.

Due to updated legislation, how you complete ‘proof of right to work checks’ in the UK has changed.

If you have a valid passport: a digital ID verification will be completed as part of your pre-employment checks. 

If you don’t have a valid passport, or you opt out of the digital ID verification process: you’ll need to travel to one of our designated Capita offices as part of your ID verification checks before we can confirm your start date. At the office, your ID will be checked and signed off by a designated manager.
Please note that you’ll need to complete your ID verification checks before you start your role with Capita. 

ID verification checks can be done by visiting one of the following Capita offices: 

• Capita Park, Meadows Road, Wath Upon Dearne, Rotherham, S63 5DJ
• Hartshead House, 2 Cutlers Gate, Sheffield, S4 7TL 
• Arlington Business Centre), Millshaw Park Lane, Leeds, LS11 0PA
• Chester Road, Preston Brook, Runcorn, WA7 3QA
• Tulketh Mill, Balcarres Road, Preston, PR2 2DY
• India Mill, Bolton Road, Darwen, BB3 1AE
• Glasgow Skypark, Elliot Square, Lancefield Quay, Glasgow, G3 8EP

Please note that we will only be able to consider colleagues who will still be in employment with Capita as of 2nd September 2024

About Capita Experience  

At Capita Customer Experience, we’re transforming customer service. Our expert teams create better outcomes for 100 million customers every year across phone, email, web and more. Partnering with clients from a vast range of industries, with 19 contact centres across the UK, India, Poland and South Africa, our scale and breadth of opportunities make us stand out. The work you do will make a difference to colleagues, clients, customers, suppliers and communities.