Customer Service Advisor - Welsh Speaking

Customer Service Advisor

Location: Home Based - UK

An excellent opportunity has arisen for 2 Customer Service Advisors to join our team. We are looking for individuals that can speak English and Welsh.

Capita has been appointed by SLC to supply Disabled Students' Allowance (DSA) services in East England, the Midlands, London, and Wales,

As a Customer Service Advisor, you will responsible managing a large of number of inbound queries via telephone, email or written communication and be responsible for responding in a friendly, supportive, helpful and timely manner to all customers.

You will be acting as the first line of support, triaging customers' technical queries through identification of the problem itself, fault logging and signposting accordingly.

This is a home based full time position and we are seeking individual with excellent customer communications skills via written or verbal communication.

What you'll be doing:

• Provide customers with accurate, relevant and useful information regarding all aspects of DSA services.
• Actively represent the customer throughout the organisation, highlighting trends, suggesting and implementing improvements and feeding back to colleagues.
• Ensure the complete and effective resolution of customer's immediate queries or concerns at first point of contact.
• Contact customers using structured communications, adopting an empathetic and consultative approach.
• Strive to continually improve personal performance in order to achieve team and company Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Support new and ongoing business initiatives with the aim of promoting service growth

What we are looking for:

• English and Maths GCSE grade C or above or equivalent
• Proficient using IT, including but not limited to Microsoft packages
• Excellent Communication skills both verbal and written
• Good problem-solving skills and a focus on quality
• Understanding of confidentiality and handling sensitive data
• Flexible, adaptable, and able to multi-task and multi-skill if and when required
• Flue

Desirable

• A background in Customer Service and the ability to work in a confidential manner with sensitive data
• Knowledge and/or experience of some of the following:
• Working in a problem-solving environment
• Customer facing role
• Experience of working to service levels

About Government Services

For more than 30 years Capita has been working across the public and private sectors, solving the complex challenges of our clients, increasing productivity, enhancing their use of technology and data, improving customer and public services and adding value to the UK and local economies.

Capita is committed to the local government sector and is the market leader in the delivery of Planning Resilience Services to Local Authority clients. We have worked with over 100 Local Authority clients nationwide, and have an outstanding track record of providing Development Management & Planning Policy and Consultancy services.

Capita has been supplying needs assessments for DSA since 2005 under our Contact Associates brand. Over that time, we have assessed over 75,000 students and supported them on their learning journeys. We've learnt a great deal about delivering a high-quality, digitally enabled, end-to-end customer experience.

We will work closely with SLC to ensure that students benefit a seamless experience, which will mean their needs are met faster. Capita will provide a single point of contact for around 30,000 university students each year, carrying out a range of services, from initial needs assessment, to sourcing better value, higher quality, equipment, training students to use the technology and providing on-going after care.

What's in it for you?

• A competitive basic salary
• 23 days' holiday (rising to 27) with the opportunity to buy extra leave.
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice.
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks and plenty more.
• 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.
• You'll get the chance to follow your chosen career path anywhere in Capita.

You'll be joining a network of 55,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we'll provide the support you need to do just that. Our purpose is to create a better outcome for 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.

To view our Covid-19 and process adjustments information, please visit the Capita Careers site.

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. 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 at reasonableadjustments@capita.com or call 07784 237318 and we'll get back to you.

Proud member of the Disability Confident employer scheme