Customer Service Representative

We're currently looking to recruit Customer Service Representative to join our team based on an initial 6 month fixed term contracts, starting on the 31st March 2025.

The role will be office based for the training period (first 6 weeks) working 08:00 - 16:00 Monday to Friday. Once the training period has been successfully completed the employees will be able to become home workers, working 37.5 hours per week (Sunday -Thursday) between 08:00 - 18:00.

No annual leave and/or time off for appointments will be permitted during the training period. You will be required to be based within a 45 minute radius of our Tower Court (Coventry) offices.

As a Customer Service Representative, you’ll be responsible for the behind-the-scenes processing service of TfL’s Scheme. You’ll look after all web and email-based customer enquiries, such as applications, enquiries, complaints, written correspondence and other back office activities. You will move across different processes of the scheme learning new skills and processing different types of customer correspondence. The role will involve providing specialist advice, quick thinking and cross referencing to clear set processes, guidance and systems.

Responsibilities:

• To monitor a set number of work items per day according to pre-set targets, using the agreed process and scoring criteria

• To make recommendations to the QCTL on possible improvements to quality processes

• To identify themes and trends and make recommendations/escalates to the QCTL and operational management team

• To have a fair, unbiased and consistent approach to quality monitoring, To raise priority feedbacks and alert the QCTL of any items that are of very poor quality or are of a nature that requires immediate actions
   

What we’re looking for:

• Excellent verbal and written communication skills

• Good computer skills, including email, Microsoft Word and knowledge-based applications

• Ability to work to tight deadlines, while maintaining a high-quality response

• A ‘can-do’ approach; being able to work under your own initiative and within a team

• A talent for learning quickly

• Previous customer service experience
   

About Capita | Transport For London (TFL)

We make journeys easier and safer. We’re using technology and data to help more people move around London. Our teams are managing everything from a bus fleet of 9,300 vehicles to 402km of Tube network, the Santander Cycles and Cycleways to London’s red route roads which includes 6,000 sets of traffic lights. Join us and discover better as you keep the capital moving.

What’s in it for you?

• A competitive basic salary (£22,542 pro rata)

• 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

• Hybrid working

What to expect next?

Should you complete an application, our recruitment team will review your details and perform a CV sift. Should you pass this stage, an informal conversation would be setup where you will have the opportunity to learn more about the role and tell us about yourself. All being well, you would then be invited to a 30 minute video interview where you will be given an outcome at the end of the call.

As part of the onboarding process, background checks will be required, more details around this will be explained to you during the initial conversations you have.

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.

We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email Iqbal at reasonableadjustments@capita.com or call 07784 237318 and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.

As part of our commitment to building an inclusive and diverse workforce, we would particularly welcome applications from people who are from Black, Asian and other ethnic minority backgrounds.