Customer Service Adviser

Capita; Manchester; Hybrid; GBP 25,000; Full time

Job summary

A leading service provider in Manchester is seeking a Flexible Advisor for customer service. The role involves answering calls, providing information on financial products, and resolving complaints. Applicants should have customer service experience and strong communication skills. Training will be provided, with opportunities for permanent employment after the initial contract period. The company offers a salary of £24,043.50 and various employee benefits.

Benefits

23 days holiday, rising to 27

Pension

Life assurance

Cycle-to-work scheme

Paid parental leave

Voluntary benefits such as discounts and health & wellbeing

Responsibilities

• Answer calls from policyholders and financial advisors.
• Provide information about a broad range of financial products.
• Resolve complaints and check the status of claims.

Skills

Previous experience in customer service

Genuine passion for helping people

Confident communicator

Excellent listening skills

Problem-solving ability

Fast learner with attention to detail

Ability to work under pressure

Punctual and reliable

Ability to demonstrate empathy

Education

Minimum Grade C/Grade 4 in Maths and English (or equivalent)

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 Description

Start Date: 15th September 2025

Contract Type: 12-month Fixed Term Contract with a view to being offered permanent employment after a successful probation period.

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

Location: Office-based on Oxford Road, Manchester City Centre. Hybrid working will follow after a successful probation period, approximately 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 and ongoing support and development.

We aim to attract and retain the best people and help them grow with us, striving to make Capita an exceptional place to work. We want our employees to be proud and happy to work here.

What you'll do:

The role primarily involves answering calls from policyholders, financial advisors, and other professionals requiring information about our client’s policies. You may also complete administrative tasks as needed.

In a typical day, you will provide general information about a broad range of financial products, check the status of claims, and resolve complaints. Some callers may be unsure of the information they need, and your role will be to guide and advise them towards solutions. This involves navigating systems and coordinating with other departments to provide further information.

The role involves spending entire shifts on the phone handling similar calls. Training lasts 6-8 weeks, with full-time hours based at our office.

What you’ll need/have:

• Previous experience in customer service
• A genuine passion for helping people
• Confident communicator with a professional and friendly manner
• Excellent listening skills and problem-solving ability
• A fast learner with attention to detail
• Ability to work under pressure and prioritize workload
• Punctual and reliable
• Minimum Grade C/Grade 4 in Maths and English (or equivalent)
• Ability to demonstrate empathy and ownership of customer issues, inspiring confidence

Notes

We only consider candidates eligible to work in the UK. Successful candidates will need to pass a disclosure and credit check, along with three years of reference checks.

• Salary: £24,043.50
• 23 days holiday, rising to 27, with options to buy extra leave
• Company benefits include pension, life assurance, cycle-to-work scheme, paid parental leave, and more
• Voluntary benefits such as discounts, health & wellbeing, travel, and technology
• Opportunities for career development within Capita across multiple sectors

Interested in applying?

No prior contact centre experience is required, but previous customer service experience is essential.

If you're a recent school, college, or university leaver, we’d love to hear from you.

We are an equal opportunity employer and consider all qualified applicants regardless of gender, ethnicity, religion, age, sexual orientation, disability, or other protected characteristics. We are committed to diversity and inclusion. For accessibility needs or adjustments, please contact [e-mail].

Capita is a business that delivers innovative solutions and simplifies connections between entities, driven by our purpose to create better outcomes for all stakeholders. We operate across the UK, Europe, India, and South Africa, with 55,000 employees in our three divisions: Capita Experience, Capita Public Service, and Capita Portfolio.