Customer Service Advisor

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

Benefits offered by this job

Company matched pension

Life assurance

Cycle2work scheme

Maternity/Leave benefits

23 days holiday (rising to 27)

Job summary

Capita Regulated Services in Glasgow is hiring Customer Service Advisors to handle inbound calls for life and pension policies. You will assist customers, complete administration, and maintain accurate records, with a focus on delivering excellent service and meeting targets.

The role is full-time and permanent, with 40-hour weeks. Training is office-based for 8 weeks, followed by a hybrid pattern with weekly office visits and remote work. Starting salary is £28,267.20 per year.

Qualifications

• Previous experience in a customer service role or similar customer-focused role such as hospitality or retail.
• GCSE English and Maths at grade C or equivalent.
• Confident communicator with a professional and friendly manner.
• Excellent listening skills and an ability to problem solve.
• Punctual and reliable with attention to detail.

Responsibilities

• Answer inbound calls from customers regarding their life and pension policy.
• Complete administration work 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 levels.
• Manage own workload effectively and prioritise to meet targets.
• Accurately complete any quality/productivity documentation required.

Skills

Customer service

Communication

Problem solving

Attention to detail

Fast learner

Punctual

Education

GCSE English & 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.

You will be responsible for assisting customers with queries and general 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.

The roles will be on a full time, permanent basis, working 40 hours per week with shifts between 8am to 6pm. We expect new team members to be office based full time for the first 8 weeks during training, then once competent, moving to a hybrid arrangement with weekly office visits and rest working from home.

Capita is an equal opportunity and disability confident employer.

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?

• A starting salary of £28,267.20 per annum.
• Company matched pension.
• Life assurance.
• Cycle2work scheme.
• 15 weeks’ fully paid maternity, adoption and shared parental leave.
• 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.

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.

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.

Location: Glasgow , United Kingdom Time Type: Full time Contract Type: Permanent Capita is an AI-enabled business services partner. We work with organisations across the public and private sectors, helping them deliver better, more efficient services. Every day, millions of people rely on services we support across central and local government and regulated industries. We combine technology, data and AI with the expertise and judgement of our people to help clients solve complex challenges and deliver better outcomes for the people and communities they serve.