Customer Service Representative

We currently have an excellent opportunity for a Customer Service Representative. In this role you would be managing your own portfolio of customers of our Capita Intelligent Communications business ensuring that their queries and requests are handled in an efficient and effective manner.

We are looking for someone who has great communication skills and a passion for providing excellent Customer Service in a busy and exciting mailroom In return you will work within a friendly and knowledgeable team with scope to learn and progress, here at Capita there are many ways to enhance your skills through training and development programmes.

This role is based in our Lingfield Point office in Darlington, once fully trained there are options to work from home once a week.

What you'll be doing:

• Be the voice of the client within Delivery North East
• Provide a proactive interface for clients and stakeholders
• Understand our clients and service provision
• Build strong working relationships with our clients and internal stakeholders
• Develop and maintain a collaboration with Client Services Midlands
• Ensure client requests are acknowledged and that queries are responded to in a timely manner
• Processing client requests, dealing with queries and ensuring clients maintain a positive relationship with the business
• Ensure any reported issues or incidents are escalated accordingly
• Directing client complaints or complex queries to Head of Client Services
• Maintaining Client Matrix
• Support the onboarding process of new clients/services
• Management of requests raised via ServiceDesk

What we're looking for:

• Experience in looking after customers is preferable but not essential
• Excellent communication skills both written and verbal
• Self motivated and organised
• Mail room experience would be an advantage but not essential for the role as full training will be given
• The ability to work well within a team

About Capita Intelligent Communications

Managing the flow - in and out - of huge daily volumes of data and information is a challenge for many organisations to carry out efficiently. With our integrated communication and digitisation solutions, we deliver all the key services businesses need to keep operations running, as well as providing support with their digital roadmap as they look to transform business.

We know choice is key to engaging with customers, which means meeting the needs of those who require paper-based communications whilst providing digital alternatives. We understand that not all businesses can adopt a purely digital approactheirh which is why our digital tools have been developed with the world of omni-channel communications in mind.

Working across the public and private sectors, our services comprise traditional document management solutions, such as digital mailroom scanning, storage and retrieval services, and transactional and critical mailings, as well as full-service digital multichannel solutions.

What's in it for you?

• A salary of £22,542
• 23 days' holiday (rising to 27) with the opportunity to buy extra leave
• Free parking on site alternatively easily accessible via public transport
• 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
• 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

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 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 reasonableadjustments@capita.com or call 07784 237318 and we'll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.

Proud member of the Disability Confident employer scheme