Customer Service Adviser - Financial Services

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

Job summary

A leading financial services provider in Manchester seeks Customer Service Advisors for a fixed term role. You will assist customers with their inquiries regarding life and pensions accounts, focusing on delivering excellent service. The position requires full-time office attendance during training, with potential hybrid working afterward. This role offers competitive salary, comprehensive training, and various employee benefits including pension plans and paid leave.

Benefits

Company matched pension

Life assurance

Paid maternity and parental leave

23 days holiday (increasing with service)

Access to employee discounts

Qualifications

• Previous experience in a telephone-based customer service role is required.
• Candidates must have strong literacy and numeracy skills.
• Must be punctual, reliable, and able to work under pressure.

Responsibilities

• Assist customers with queries about their life and pensions accounts.
• Provide information about financial products and resolve complaints.
• Complete administration work as needed while on calls.

Skills

Telephone based customer service experience

Passion for helping people

Literacy and numerical skills

Professional communication

Excellent listening skills

Problem-solving ability

Attention to detail

Ability to work under pressure

Punctuality and reliability

Education

GCSE Grade C in English and Maths

Job description

Capita is seeking Customer Service Advisors (6 roles available) to be part of our vibrant team, on a key Financial Services contract based in Manchester.

You will be responsible for assisting customers with queries and administration of their life and pensions account, with most contact being inbound telephone based. Customer experience is something that is very important to us and making our customers happy will be your number one priority. We aim to resolve any issues first time, which means we want team members who are dedicated to providing an excellent customer service experience to our customers. Our Flexible Advisors work in small teams receiving full training as well as ongoing support and development.

The roles will be initially on a full time, 12-month fixed term contract basis, working 37.5 hours per week covering shifts between 8am to 6pm (8-4, 9-5, and 10-6 on rotation). We would expect new team members to be office based full time for the first 4-6 months during training and probation, then once competent, moving to a hybrid arrangement with typically one in every three weeks being office based on rotation.

Capita is an equal opportunity and disability confident employer.

Location: Office based on Oxford Road Manchester City Centre. Hybrid working will follow after successful training and probation period.

Salary: 24,043.50 per annum

Contract Type: 12-month FTC, with potential to converting to permanent.

Hours: 37.5 Hours a week, Monday - Friday shifts between 8am - 6pm. No weekend hours.

What will you deliver?

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 are we looking for?

• Previous experience in a telephone based customer service role or similar customer focused role such as hospitality, retail etc.
• A genuine passion for helping people and delivering excellent customer experience.
• Proven literacy and numerical skills, ideally GCSE grade C (or equivalent) English and Maths.
• 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.

We only consider candidates who eligible to work in the UK. The nature of the work we do means that all successful candidates will need to prove their right to work in the UK. We will also carry out background vetting checks and 3 years of reference checks.

What can we offer you?

In this role, you will be given fantastic training and development for your career in financial services. You will also have the following:

• A starting salary 24,043.50 per annum
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave...and plenty more
• 23 days holiday (rising to 27 with service) with the opportunity to buy extra leave.
• 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.
• You'll be joining a large network of 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.

About Capita Regulated Services

At Regulated Services, we're transforming the world of life and pensions, and mortgage services. We're delivering responsible and sustainable services, helping our clients to respond to changing market factors and adapt to the needs of their customers both now and in the future. Our teams work with clients across the UK and Worldwide, offering a range of services from end-to-end administration, digital technology and business support to lending, account and arrears management. Join us and discover better as you shape the future of regulated services.

What's Next?

If this role is of interest to you, please click below to register, apply and track your progress! A member of our Resourcing Team will review your application and be in touch.

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 [e-mail] 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.

As part of our commitment to building an inclusive and diverse workforce, we would particularly welcome applications from people who are from Black, Asian and other ethnic minority backgrounds.

Access to Work can help candidates with a physical or mental health condition or disability to get support in the hiring process, including communication support at interviews such as a British Sign Language interpreter. If you require this support you can apply for this support at https://www.gov.uk/guidance/apply-for-communication-support-at-a-job-interview-if-you-have-a-disability-or-health-condition-access-to-work .