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Customer Service Advisor

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Capita

8d ago

  • Job
    Full-time
    Entry Level
  • Customer Relations
    People, HR & Administration
  • Quick Apply

AI generated summary

  • You need a passion for customer service, strong communication skills, attention to detail, good computer skills, and the ability to simplify complex info while thriving in a fast-paced environment.
  • You will handle inbound queries, manage caseloads, provide information, ensure compliance with regulations, and maintain high-quality service for NHS contacts.

Requirements

  • A passion for delivering excellent customer service.
  • A genuine interest in other people.
  • Excellent communication and listening skills.
  • The ability to explain complex information clearly and simply.
  • Good computer skills.
  • Attention to detail.
  • Enjoy working in a fast-paced, ever changing environment.

Responsibilities

  • You will ensure all enquiries are dealt with in accordance with PCSE regulations, guidance and standard operating procedures.
  • Work within our Customer Service Centre dealing with inbound customer queries over the telephone
  • Deal with incoming mail and other non-telephony queries from various NHS contacts within our CRM system.
  • Provide excellent service to our NHS colleagues as the main point of contact for query resolution into all services we deliver.
  • Ensure all enquiries are dealt with in accordance with GDPR, PCSE regulations, guidance and standard operating procedures.
  • Be the proactive point of contact for any incoming query, ensuring these are actioned appropriately.
  • Route certain calls into specific specialised teams as appropriate.
  • Take ownership by proactively managing and investigating caseloads.
  • Provide information, advice and updates to professionals agencies
  • Effectively prioritise portfolio of cases/queries along with other team responsibilities.
  • Enter important information given to us by contacts onto our systems
  • Provide a high degree of quality and achieve accuracy benchmarks in everything you do.
  • Aim to answer callers queries where possible without the need to hand off by utilising in house knowledge systems and resources available through the PCSE website.
  • Offer flexibility across multiple disciplines based on the demands of the business

FAQs

What are the working hours for the Customer Service Advisor position?

Business hours are Monday to Friday between 08:00 - 17:15, and you will work 37.5 hours per week.

How long is the contract for this position?

This role is a 6 Month Fixed Term Contract starting on the 6th January 2025.

What is the salary for the Customer Service Advisor role?

The salary is £22,542 pro rata.

What kind of experience is required for this position?

We're looking for candidates with a passion for delivering excellent customer service, excellent communication and listening skills, attention to detail, and the ability to explain complex information clearly.

Are there opportunities for career development and additional benefits?

Yes, we offer company-matched pension, life assurance, a cycle2work scheme, and various voluntary benefits designed to suit your lifestyle, along with opportunities to volunteer with charity partners.

Is prior experience in a customer service role necessary?

While prior experience is beneficial, a genuine interest in helping others and a willingness to learn are key attributes we value.

What kind of training will be provided?

We will ensure that you receive training in accordance with PCSE regulations, guidance, and standard operating procedures.

Will I be working in an office or remotely?

This position is home-based, allowing you to work from the comfort of your own home in the UK.

What is the main responsibility of a Customer Service Advisor?

The main responsibility is to deal with inbound customer queries over the telephone and provide excellent service to NHS colleagues by resolving various administrative and payment service queries.

Do we support flexible working?

Yes, we offer the opportunity to work flexibly across multiple disciplines based on the demands of the business.

We’re a transformation & digital services business obsessed with creating a better world.

Consulting
Industry
10,001+
Employees
1984
Founded Year

Mission & Purpose

Capita is a leading outsourcing and professional services company based in the UK. They provide a wide range of services to both public and private sector clients, including customer service, business process outsourcing, technology solutions, and consulting services. Capita's ultimate mission is to transform and improve the services and operations of their clients, helping them become more efficient, agile, and customer-centric. Their purpose lies in delivering innovative solutions and expertise that drive business growth, improve service delivery, and enhance the overall experience for their clients and their customers. By leveraging their capabilities in technology, data analytics, and process optimisation, Capita aims to be a trusted partner that enables organisations to thrive and succeed in a rapidly evolving business landscape.

Culture & Values

  • Open

    We are honest, transparent and respectful

  • Ingenious

    We think about what’s possible

  • Collaborative

    We achieve more when we work together

  • Effective

    We care about doing the best job we can