Contact Centre Agent

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 title: Contact Centre Agent Job Description: Start Date: 12th May 2025 Hours: Full Time 37.5 per week between 8:30am – 5.30pm Monday to Friday including 1 in 3 Saturdays 9.30am – 12.30pm Salary: £24,043.50 Location: Unity Close 1 Carfax Close, Swindon, SN1 1AP just behind the bus station. Our building is called Zurich. We are seeking full-time Customer Service Advisors to be part of our vibrant team. The job primarily involves answering calls from policyholders, financial advisors and other professionals who require information about our client policies. 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. This is a great opportunity for anyone who is looking to kick-start a career. It doesn’t matter if you don’t have experience working in a contact centre environment before, as we’ll give you full training to understand our clients, products and offers. Perhaps you’ve previously worked in retail, or in the service industry—we’re looking for great people with transferable skills who can understand customer challenges and communicate clearly and confidently. We’ll offer you skills training to help you effectively become a better, more confident, and persuasive communicator so you can go even further in your role. What you’ll be doing: Providing a superb level of customer service Operating effectively within a wider customer experience team Discussing features of customers’ life & pensions products all within the documented processes Handling standard queries and specialist enquiries where appropriate Identifying vulnerable customers, showing empathy & considering referral to the vulnerable team. What we’re looking for: A passion for helping people. Transferrable experience of face-to-face or call centre-based customer service Experience of developing strong customer relationships. Confident in using multiple computer systems. Minimum Grade C/4 in Maths and English Notes We only consider candidates who are eligible to work in the UK. The nature of the work we do means that all successful candidates will need to pass a disclosure and credit reference check. We will also carry out 3 years of reference checks. What in it for you. A fantastic salary of £24,043 Home working days will be considered once you have completed your probation period. 23 days holiday (rising to 27) plus bank holidays with the opportunity to buy extra leave Monthly/Annual Review Recognition Scheme & Awards The opportunity to grow & develop your career within Life & Pensions or across wide Capita divisions and accounts. Opportunity to join our creating Future Leaders Programme to fast track your career into management. Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave…and plenty more. The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice. 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. Further to this you will have access to an amazing benefits package including. Exclusive colleague offers on Mobile phone contracts. 25% off cinema tickets at Cineworld, Odeon, Empire and Apollo Discounted Dining Cards offering up to 50% off food. Discounted at home fitness plans and gym memberships. Exclusive discounts at your favourite stores including John Lewis, Currys PC World and many more through Capita “Perks at work scheme. For us, better begins with you. We have ambitious plans for the future, using advanced technology to go beyond just making customers happy, finding the answers and solutions that leave them feeling positive, well-informed, and able to get on with their day. And we’re dedicated to making sure our colleagues—the ones who make ‘better’ happen—have the skills and confidence to wow customers while excelling in their careers. We’ll give you opportunities to learn and develop, with team leaders and managers there to help support and drive your progression forward in the direction you want to go at a pace that suits you. What we hope you’ll do next: Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees. During the application process, you’ll be asked to share your personal characteristics and data with us. This helps us understand our audience so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive. 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 reasonableadjustments@capita.com and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website. Location: Swindon , United Kingdom Time Type: Full time Contract Type: Permanent Capita is a consulting, transformation and digital services business. We deliver innovative solutions and simplify the connections between businesses and customers, governments and citizens. We're driven by our purpose: to create better outcomes – for our employees, clients and customers, suppliers and partners, investors, and society. We're committed to being a responsible business – in how we operate, serve society, respect our people and the environment, and deliver attractive returns to our investors. Every day we help millions of people, by delivering innovative solutions to transform and simplify the connections between businesses and customers, governments and citizens. We partner with clients and provide them with the insight and cutting-edge technologies that give time back, allowing them to focus on what they do best and making people lives easier and simpler. We operate in the UK, Europe, India and South Africa and currently have 55,000 talented people working in our three divisions: Capita Experience, Capita Public Service and Capita Portfolio.