Customer Service Advisor

Capita PLC; Glasgow; Hybrid; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Company matched pension

Life assurance

Cycle2work

Maternity leave (15+ weeks)

Job summary

Capita PLC is seeking a Customer Service Advisor in Glasgow on a hybrid contract. The role involves handling inbound calls about life and pension policies, performing related administration, and maintaining accurate customer records.

You will work on a core financial services contract with a strong focus on customer experience and service level achievement. We offer a supported training programme, a starting salary of £28,267.20 per annum, and clear progression opportunities within Capita

Qualifications

• Experience in customer service or similar customer-facing roles.
• Strong literacy and numeracy skills (GCSE English and Maths).
• Confident communicator with professional and friendly manner.
• Ability to work under pressure and prioritise workload.
• Punctual and reliable with good problem-solving abilities.

Responsibilities

• Answer inbound calls regarding life and pension policies.
• Complete administration from calls within service standards.
• Maintain accurate customer records and document accordingly.
• Communicate clearly, both verbally and in writing.
• Meet productivity, quality and SLA targets.
• Prioritise workload to meet targets and deadlines.

Skills

Customer service

Communication

Numerical skills

Attention to detail

Punctuality

Education

GCSE English

GCSE Maths

Job description

Location: Glasgow Skypark. Sky Park 1 | Level 2 | 8 Elliot Place, Glasgow, G3 8EP

Salary: £28,267.20 per annum

Contract Type: Permanent. Hybrid working contract. Training fully office based for 8 weeks.

Hours: 40 Hours a week, Monday - Friday shifts between 8am - 6pm. No weekend hours.

Capita is seeking Customer Service Advisors (2 roles available) to be part of our vibrant team, on a key Financial Services contract based in Glasgow.

Job title: Customer Service Advisor

Job Description

What will you deliver?

• Answer inbound calls from customers regarding their life and pension policy.
• Complete administration work from the call within service standards.
• Ensure customer records are accurately maintained.
• Communicate effectively both verbally and in writing.
• Achieve targets to maintain productivity, quality, and contractual service level agreements.
• Manage own workload effectively and prioritise accordingly to meet targets.
• Accurately complete any quality / productivity documentation required.

What are we looking for?

• Previous experience in a 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.

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 be given the following:

• A starting salary of £28,267.20 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.

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.

Location: Glasgow

United Kingdom

Time Type: Full time

Contract Type: Permanent