Contact Centre Agent

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**:
Contact centre agent

**Start Date: 30th September**

**Hours: Full Time 37.5 per week between 8:30am - 5.30pm Monday to Friday including 1 in 3 Saturdays 9.30am - 12.30pm**

**Salary: £22,542**

**Location**:Unity Close 1 Carfax Close, Swindon, SN1 1AP just behind the bus station. Our building is called Zurich.**

**Contract: Permanent. Hybrid working. Please note homeworking days will only be available after successful probation period. Hybrid working pattern will be discussed at interview stage.**

Are you interested in joining a high-performing team, working for a large, successful business creating an excellent level of customer service for major house-hold brands working as a Customer Service Advisor?

We are seeking full-time Customer Service Advisors to be part of our vibrant team. You will be responsible for assisting customers with queries and general administration of their account.

This is a great opportunity for anyone who is looking to kick-start a career. It doesn’t matter if you don’t have experience working in a contact centre environment before, as we’ll give you full training to understand our clients, products and offers. Perhaps you’ve previously worked in retail, or in the service industry—we’re looking for great people with transferrable skills who can understand customer challenges and communicate clearly and confidently. We’ll offer you skills training to help you effectively become a better, more confident, and persuasive communicator so you can go even further in your role.

**What you’ll be doing**:

- Providing a superb level of customer service
- Operating effectively within a wider customer experience team
- Discussing features of customers’ life & pensions products all within the documented processes
- Handling standard queries and specialist enquiries where appropriate
- Identifying vulnerable customers, showing empathy & considering referral to the vulnerable team.

**What we’re looking for**:

- A passion for helping people.
- Transferable experience of face-to-face or call centre-based customer service
- Experience of developing strong customer relationships.
- Confident in using multiple computer systems.
- **Minimum Grade C/4 in Maths and English**

**What’s in it for you.**
- A fantastic salary of £22,542
- Home working days will be considered once you have completed your probation period.
- 23 days holiday (rising to 27) plus bank holidays with the opportunity to buy extra leave
- Monthly/Annual Review Recognition Scheme & Awards
- The opportunity to grow & develop your career within Life & Pensions or across wide Capita divisions and accounts.
- Opportunity to join our creating Future Leaders Programme to fast track your career into management.
- Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave and plenty more.
- 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.

**Notes**

**Further to this you will have access to an amazing benefits package including.**
- Exclusive colleague offers on Mobile phone contracts.
- 25% off cinema tickets at Cineworld, Odeon, Empire and Apollo
- Discounted Dining Cards offering up to 50% off food.
- Discounted at home fitness plans and gym memberships.
- Exclusive discounts at your favourite stores including John Lewis, Currys PC World and many more through Capita’s “Perks at work scheme.

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 we hope you’ll do next**:
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 crea