Customer Services Advisor

Becoming a Customer Services Advisor

Driven? Self-motivated? Great at listening and talking to people? Are you looking for a new and rewarding role within customer services? Great! Come and join our sociable team and show us your exceptional customer service skills.

This is an excellent time to join a diverse and exciting team who are very focused on our customers and doing the right thing to support them.

This is a great opportunity to develop within a growing company, working together towards a great purpose. This is a great opportunity to develop and progress your career as a Customer Service Advisor in a sociable environment.

What you will do:

Dealing with inbound contacts from schools, local authorities and test markers via a range of channels (phone, webchat, email) who require information, help and guidance in relation to Statutory Assessments Tests (SATs) Key stage 1 and 2 assessments

Whatever the reason for the call, you will provide clear, accurate information, giving excellent customer service to everyone you speak to.

Keep accurate and timely records of every call.

Report issues that may impact performance or service to your Team Leader.

Adhere to all relevant Capita Group policies, procedures, and Quality Standards plus STA governance and use of supporting systems and business processes.

Ensure adherence to General Data Protection Regulation and confidentiality procedures at all times.

Carry out work effectively to meet individual and team targets.

Be a helpful and supportive team member.

Commit to your own personal development and demonstrate an eagerness to learn.

Attending video calls when required

Hours: 37.5 Hours per week on a rotating shift between the hours stated below, which vary depending on the stage of the SATs cycle

8:00am to 8:00pm Monday Friday

Some weekend working required - 8:00am to 4:00pm Saturday and Sunday. Every other weekend maximum.

Your skills and experience will include:

Previous contact centre experience

Interpersonal skills such as questioning / listening techniques to understand customer issues and resolve queries at first contact.

Experience dealing with high volume calls

Excellent communication skills, both verbal and written

Customer driven with the ability to show genuine empathy.

Reliability and conscientiousness

Keen attention to detail

Positive, friendly attitude

Remains calm and objective under pressure

Computer literacy and the ability to learn new systems quickly.

Desire to learn and develop.

About Test Operations Services

This is an exciting contract for Capita to administer Key Stage One, Key Stage Two and Phonics National Curriculum Tests for the Standards and Testing Agency. Capita is responsible for ensuring schools in England have enough test papers for all Key Stage One and Two pupils to take the annual tests in May each year. Capita will also recruit and manage Markers to mark Key Stage Two tests and publish results in July each year.

Guidant Global (BH4SF) is acting as an Employment Business in relation to this vacancy.

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