Job Description

Ensures that customer issues and concerns are answered efficiently and effectively. More experienced Advisors may coach others and support the resolution of escalated complaints in accordance with business, policy and legal requirements.

Job title:

Customer Service Advisor

:

Start Date: 30th June 2025

Contract Type: Fixed Term Contract 12 Months

Salary: 24,043.50

Hours of work: Monday - Friday 37.5 hours per week between 8am - 6pm.

Location: Office based on Oxford Road Manchester City Centre. Hybrid working will follow after successful probation period which can be around 6-9 months from start date.

Capita plc is the UK's leading provider of business process management and professional support services. Our office at Oxford Road in Manchester City Centre, provides contact centre support for a well-known UK financial institution. Our Flexible Advisors work in small teams receiving full training as well as ongoing support and development.


We want to attract and retain the best people we can and help them grow with us which is why our aim is for Capita to be an exceptional place to work. We're constantly striving to ensure that our people are proud and happy to work here.

What you'll do:

The job primarily involves answering calls from policyholders, financial advisors and other professionals who require information about our client's policies. Where needed, you could also be completing administration work.


In a typical day you will be providing general information about a broad range of financial products, checking the status of claims and resolving complaints. Some of the callers may be unsure of the information they require, and your task will be to guide and advise them on a solution. This will involve navigating systems on the computer to find general information or communicating with other departments to send out further information.


The basic nature of the role means that you will spend entire shifts on the phone dealing with a series of calls, which are fundamentally similar in purpose.

Training is 6-8 weeks and full-time hours based at our office.

What you'll need/have:

Previous experience in a customer service role A genuine passion for helping people. Confident communicator with a professional and friendly manner Excellent listening skills and an ability to problem solve. A fast learner with an attention to detail The ability to work under pressure and prioritise workload. Someone who is punctual and reliable. Minimum Grade Standard Grade GCSE Grade C/ Nat 5 Grade 4 in Maths and English Ability to demonstrate empathy and ownership of customer problems, inspiring customer confidence

Notes

We only consider candidates who are eligible to work in the UK. The nature of the work we do means that all successful candidates will need to pass a disclosure and credit reference check. We will also carry out 3 years of reference checks.

Benefits

A competitive basic salary 24,043.50 23 days holiday

(rising to 27)

with the opportunity to buy extra leave. Company matched pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption, and shared parental leave and plenty more. Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, 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 63,000 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.

Interested in applying?

You do not need previous contact centre experience; however previous customer service experience is essential.


If you are a recent school, college or university leaver looking for your next career move, we'd love to hear from you.

Equal Opportunities

We're an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees. During the application process, you'll be asked to share your personal characteristics and data with us. This helps us understand our audience so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive. 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 reasonableadjustments@capita.com and we'll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.

Location:

Manchester
,


United Kingdom

Time Type:

Full time

Contract Type:

Fixed Term (Fixed Term)