Customer Service Representative

Becoming a Customer Service Representative with Capita Local Government

Location: Home-based

**Salary**: £21,255 per annum

Working hours: 37.5 hours per week - between Monday - Friday, 08:00 - 20:00

Contract: Permanent

**Job title**:
Customer Service Representative

**What you’ll be doing**:

- Respond to, and ensure resolution of, a range of queries received from both internal and external customers, relating to services provided by the council
- Ensure accuracy of tracking and recording of customer details and requests
- Resolve queries and requests to the full satisfaction of the enquirer, recording all details and actions taken
- If the query cannot be resolved at first point of contact, ensure correct routing and hand off to appropriate resolution area
- Update contact details and actions taken across all applicable systems
- Ensure action is taken by third parties as appropriate
- Ensure all tracking and reporting mechanism are maintained
- If contact requires update on actions ensure this takes place from the relevant area/individual responsible
- Identify areas for improvement in the delivery of customer service best practice
- Support team and colleagues in the delivery of service and the continuous development of service quality
- Actively participate in the development of the team
- Work closely with your team manager / trainer to develop personal skills and competencies to ensure capability to carry out your duties
- Perform any other duty as requested by your manager

**What we’re looking for**
- Delivery of service within a multi channel, multi service customer facing environment
- Good communication skills at all levels of interaction, both internally and externally
- Capability to development a “rapport” with internal and external customers
- Working within teams to achieve common goals
- Self assessment of performance / identification of needs
- Management and resolution of complex service issues
- Development and coaching in best service and sales practices
- Development of tools and processes in support of service and sales activity
- Supporting the delivery of a “quality” driven environment
- Customer focused
- Team Player
- Conscientious
- Efficient and careful to get things right
- Aware of need to meet deadlines and deliverables
- Capable of handling inbound / outbound activity

**What’s in it for you?**
- A great basic salary
- **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
- 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
- Opportunity to work from home

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 we hope you’ll do next**:
**To view our Covid-19 and process adjustments information, please visit the Capita Careers site.**

**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.

**Location**:
London
,

United Kingdom

**Time Type**:
**Contract Type**:
Permanent