Becoming a Customer Services Advisor

Driven? Self-motivated? Great at listening and talking to people? Are you looking for a new and rewarding role within customer services? Great! Come and join our sociable team and show us your exceptional customer service skills.

This is an excellent time to join a diverse and exciting team who are very focused on our customers and doing the right thing to support them.
This is a great opportunity to develop within a growing company, working together towards a great purpose. This is a greaty opportunity to develop and progress your career as a Customer Service Advisor in a sociable environment.

Job title:

Customer Service Advisor

Job Description:

What you’ll be doing:

• Dealing with inbound contacts from schools, local authorities and test markers via a range of channels (phone, webchat, email) who require information, help and guidance in relation to Statutory Assessments Tests (SATs)

• Whatever the reason for the call, you will provide clear, accurate information, giving excellent customer service to everyone you speak to.

• Keep accurate and timely records of every call.

• Report issues that may impact performance or service to your Team Leader.

• Ensure adherence to General Data Protection Regulation and confidentiality procedures at all times.

• Carry out work effectively to meet individual and team targets.

• Carrying out the below shifts

• 8:30am to 5:00pm Monday Friday (January to Mid April and Mid July to End December)

• 8:00am to 8:00pm Monday to Friday and 10:00am to 4:00pm Saturday and Sunday with a day off in lieu (Mid April to Mid June)

• 8:00am to 6:00pm Monday to Friday (Mid June to Mid July)

What we’re looking for:

• Ideally some telephone-based customer service experience

• Interpersonal skills such as questioning / listening techniques to understand customer issues and resolve queries at first contact.

• Excellent communication skills, both verbal and written

• Customer driven with the ability to show genuine empathy

• Positive, friendly attitude

• Remains calm and objective under pressure

• Computer literacy and the ability to learn new systems quickly

About Test Operations Services

This is an exciting contract for Capita to administer Key Stage One, Key Stage Two and Phonics National Curriculum Tests for the Standards and Testing Agency. Capita is responsible for ensuring schools in England have enough test papers for all Key Stage One and Two pupils to take the annual tests in May each year. Capita will also recruit and manage Markers to mark Key Stage Two tests and publish results in July each year.

What’s in it for you?

This role is a great role to gain some invaluable customer service skills, home based but with a very supportive and approachable team to turn to when needed.

• Salary of £20,319

• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave (no leave can be taken in the month of May due to volume of work)

• Fully home based role

• 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

• 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:

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.

Location:

Home-Based - GBR

,

United Kingdom

Time Type:

Full time

Contract Type:

Permanent