Enquiry Centre Advisors

Discover a Fulfilling Career as an Enquiry Centre Advisor with Capita

Are you a compassionate and detail-oriented individual seeking a career where you can make a tangible difference? Capita, a leading provider of consulting, digital services, and software, is actively seeking dedicated Enquiry Centre Advisors to join their expanding customer service team in Stafford. This permanent, full-time role offers a unique opportunity to contribute to the vital Health Assessment Advisory Service (HAAS), specifically supporting Personal Independence Payment (PIP) claimants.

What This Opportunity Offers:

• Meaningful Work: Play a crucial role in assisting individuals navigate the PIP claims process, providing essential support and clear guidance. You'll be directly contributing to a service that helps people unlock their value and potential.
• Career Progression: Capita is deeply committed to employee development. With over 70% of their managers being promoted from within, this role serves as an excellent foundation for a long-term, rewarding career path within a FTSE 100 company.
• Flexible Working: Enjoy the benefits of a hybrid working model, primarily based from your home address with a dedicated office in Stafford. You'll be required to attend the office one day a week, typically on a Thursday, allowing for a balance between remote work and in-person collaboration.
• Comprehensive Benefits Package: Beyond a competitive starting salary of £24,570, Capita offers a discretionary quarterly performance bonus, 25 days annual leave plus 8 statutory holidays, and a company-matched pension scheme up to 5%.
• Supportive Environment: Capita champions diversity and inclusion, fostering an environment where everyone can thrive. You'll have access to Employee Network Groups, a 24/7 employee assistance program, and a commitment to being a Disability Confident Leader, ensuring a barrier-free recruitment process.
• Extensive Training: A robust training program is provided, ensuring you have the skills and knowledge to excel in your role.

Key Considerations for Aspiring Candidates:

• Customer-Centricity: The core of this role involves delivering exceptional customer service. Strong listening skills, empathy, and a polite, professional telephone manner are paramount. You must be adept at understanding customer concerns and providing clear, concise explanations.
• Attention to Detail: Accurate data input and meticulous administrative task completion are vital for ensuring the smooth operation of the PIP assessment service.
• Adaptability and Resilience: The role requires the ability to work effectively within a team, demonstrate flexibility to meet business needs, and adapt to changes in a dynamic environment.
• Ownership and Problem-Solving: You'll be encouraged to take ownership of issues and resolve them wherever possible at the initial point of contact, showcasing your problem-solving capabilities.
• Commitment to Training: A commitment to the initial training program, starting in February 2026, is essential. Please note that annual leave cannot be approved within the first six weeks of training.
• Vetting Requirements: All offers are contingent upon successful completion of Baseline Personnel Security Standard vetting, which includes a basic criminality check.
• Shift Flexibility: While the role is full-time (37.5 hours per week), Monday to Friday, it operates within extended contact centre hours (8:00 am - 8:00 pm) with some Saturday work. Adaptability to various shift patterns is a must.

This Enquiry Centre Advisor position is an excellent stepping stone for individuals looking to build a successful career in customer service and public sector support. If you possess a genuine enthusiasm for helping others and a commitment to delivering high-quality service, we encourage you to explore this exciting opportunity with Capita.