Consultant - Customer Engagement (m/f/d)

Capita; Kraków; On-site; PLN 52,000 - 88,000; Full time

Benefits offered by this job

Mental Health Helpline and EmployeeAss

Extra day off for volunteering

Employee Network Groups

Internal Trainers opportunities

Multinational environment with UK ties

LuxMed medical healthcare

Generali group insurance

Multisport Plus / MultiKafeteria

30-minute lunch break included

Job summary

Capita is seeking a Consultant - Customer Engagement in Kraków to manage customer queries, verification processes and written correspondence. You will own cases through to resolution, working with English-language communications and CRM systems.

The role requires customer service experience, strong communication skills and the ability to work both independently and within a team in a multinational environment. Full-time, fixed-term contract in Kraków, Poland.

Qualifications

• English at C1 level for phone calls, emails and written correspondence.
• Polish at B2 level is an advantage.
• Experience in customer service, customer operations or a contact centre environment.
• Experience working with customer documentation, such as forms, verification requests, applications or other case-related documents.
• Ability to learn and work with CRM systems; Sage CRM experience is an advantage.
• Good problem-solving skills and the ability to handle customer concerns efficiently.
• Ability to work independently and collaboratively within a team.
• Customer-focused approach, with a professional and empathetic manner when dealing with policyholders.
• Basic computer skills and confidence in using business systems and Microsoft Office applications.

Responsibilities

• Answering/making calls to policy holders to assist/verify them.
• Processing verification forms.
• Following form rejection and returned mail processes.
• Assisting customers with any queries/questions/complaints both verbally and in writing.
• Extracting data and producing/sending letters for clients.
• Setting up projects/clients in Sage CRM including clients email templates.
• Supporting the client results process.

Skills

English (C1)

Polish (B2)

Customer service experience

Written communication

Problem solving

Tools

Sage CRM

Microsoft Office

Job description

Turn your customer service experience into something more. We're looking for someone who is confident speaking with customers, but equally comfortable working with documentation, customer data and CRM systems. As a Consultant - Customer Engagement, you'll manage customer queries, verification processes and written correspondence, taking ownership of cases through to resolution.

Job title: Consultant - Customer Engagement (m/f/d)

Job Description

What you will be doing :

• Answering/making calls to policy holders to assist/verify them
• Processing verification forms
• Following form rejection and returned mail processes
• Assisting customers with any queries/questions/complaints both verbally and in writing
• Extracting data and producing/sending letters for clients
• Setting up projects/clients in Sage CRM including clients email templates
• Supporting the client results process

Required Skills

• English at C1 level or above, required for phone calls, emails and written customer correspondence.
• Polish at B2 level will be an adventage
• Previous experience in customer service, customer operations or a contact centre environment, ideally involving direct communication with customers.
• Experience working with customer documentation, such as forms, verification requests, applications or other case-related documents.
• Ability to learn and work with CRM systems; experience with Sage CRM is an advantage.
• Good problem-solving skills and the ability to handle customer concerns efficiently and and
• Ability to work independently and collaboratively within a team.
• Customer-focused approach, with a professional and empathetic manner when dealing with policyholders.
• Basic computer skills and confidence in using business systems and Microsoft Office applications.

What's in it for you

• Mental Health Helpline and Employee Assistance Program - psychological, psychotherapeutic, and coaching support for you and your family.
• An extra day off for voluntary activities close to your heart
• 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
• Opportunity to become one of the Internal Trainers
• A multinational environment with strong ties to UK business culture
• LuxMed medical healthcare and Generali group insurance
• Multisport Plus / Classic or MultiKafeteria benefit systems
• A positive atmosphere with excellent work-life balance (a 30-minute lunch break included in the 8-hour working day)

About Us

Capita is the UK's leading provider of business process services, consulting, and AI-enabled digital transformation solutions. We combine artificial intelligence, technology, data, and industry expertise to help public and private sector organisations solve complex challenges, improve services, and achieve better outcomes. Every day, millions of people use services that we support across government and regulated industries. By bringing together people, technology, and intelligent solutions, we help our clients create simpler, more efficient, and more connected experiences for the communities they serve. We are an equal opportunity employer and consider all applications regardless of gender identity, ethnicity, nationality, religion, age, sexual orientation, disability, or any other protected characteristic. We recruit, develop, and reward our employees based on their skills, performance, and passion for delivering results, while fostering an inclusive workplace where everyone can thrive.

Location and Contract

Location: Kraków , Poland

Time Type: Full time

Contract Type: Fixed Term (Fixed Term)

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.