Customer Service Advisor

As a customer service advisor, your role will be all about helping people, providing great customer experience, and leaving a lasting impression. You could be helping customers with a range of queries, depending on the client you’re assigned to, ranging from the straightforward to the complex. The most important thing is that you’re there to help, and that customers feel supported by you each and every day. As you develop in the role, you’ll gain an in-depth knowledge of the products and services on offer, and we’ll give you all the training you need to know how to communicate this in lots of different ways, so the customer gets all the information they need. You may not have all the answers, and that’s okay as you’ll have a friendly team around you who are always there to help.

For us, better begins with you. We have ambitious plans for the future, using advanced technology to go beyond just making customers happy, finding the answers and solutions that leave them feeling positive, well-informed, and able to get on with their day. And we’re dedicated to making sure our colleagues — the ones who make ‘better’ happen — have the skills and confidence to wow customers while excelling in their careers. We’ll give you opportunities to learn and develop, with team leaders and managers there to help support and drive your progression forward in the direction you want to go, at a pace that suits you.

What you'll be doing:
  • Providing excellent customer service with a key focus on doing the right thing for each customer
  • 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
  • Handling escalated customer queries with empathy and integrity, logging accurately

What we’re looking for: 
  • Someone who takes ownership of customer issues, solves problems with a focus on helping people
  • Someone who is confident 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 
  • Excellent verbal and written skills
  • Ideally, experience working within a customer service environment.

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.

What’s in it for you?
  • A competitive salary of £20,663 plus an in office bonus of £500 after 3 months and a further £500 after 6 months
  • 22 days’ holiday (rising to 27) with the opportunity to buy extra leave
  • Pension scheme and a childcare scheme
  • Monthly incentive scheme
  • A wide range of discounts on everything from retail, 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 55,000 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 will happen next:

Choose ‘apply now’ to fill out our short application. 
Your application will be reviewed by our global recruitment team.
We will invite you to take part in an interactive game based assessment called Arctic Shore Assessment. Please look out for an email from assessments@arcticshores.com and complete as soon as possible.
Once you have completed your assessment you will be invited to a video interview with a member of the recruitment team.
To view our Covid-19 and process adjustments information, please visit the Capita Careers site.

Equal Opportunities
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. 

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Job Overview

ID:

603931

Date Posted:

Posted 3 weeks ago

Expiration Date:

29/05/2022

Location:

Glasgow

Job Type:

Permanent

Salary:

£20,663 per annum plus office bonus' after 3 and 6 months

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