Customer Service Advisor (site based)

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Here at Capita we have a vacancy for a Customer Service Advisor to join our onsite team in Hampshire, covering two of the local council offices (Public Service Plaza, Havant and Visitor Information Centre, Hayling Island). Within this role, you would be working directly with members of the public to answer their queries about a variety of council services, ensuring that they receive the right information the first time and have the best possible customer experience.

This role is ideal for someone with a background in face-to-face customer service (however, other customer service backgrounds would be considered). An incredibly varied role where no two days will be the same, working closely with the public, you will play a key role in ensuring that they receive the best possible experience from their local authority.

This post is based full-time in the office covering the above two locations; there are no options for working from home in this role.

Job Description

What you’ll be doing:

1. To provide efficient and effective customer service to all customers who are contacting Customer Services by a personal visit to reception and customer access points, e-mail, in writing or by telephone.
2. To provide a ‘triage’ first contact service for customers and help them interact with local authority services, on-site partners, and third-party providers where appropriate.
3. To answer complex customer enquiries, particularly for Revenues and Benefits, ensuring responses are clear and concise.
4. To ensure compliance with company policy and procedure when answering customer enquiries and to ensure that records, computer systems, and information are maintained accurately.
5. To take receipt of proofs of documentation from customers and ensure all documentation is indexed and scanned onto the appropriate systems.
6. To book and conduct customer appointments regarding Revenues and Benefits enquiries where customers need assistance.
7. To prepare and issue visitor badges for meetings with local authority officers and on-site partners.
8. To meet the requirements of the customer satisfaction process by promoting the completion of surveys and following agreed procedures.
9. To receive occasional post and deliveries on reception.
10. To promote self-service and channel shift in line with Company strategy, supporting customers with the use of self-serve terminals and web access points located within reception areas.

What we’re looking for:

1. A proven track record in a customer service role.
2. High level of customer focus.
3. Good keyboard skills, including knowledge of Word and Excel.
4. Self-motivated and enthusiastic.
5. The ability to work under pressure.
6. To be approachable and willing to assist others.

About Capita Local Government

At Government Services, we’re transforming the way governments and local councils serve the public. We’re using technology, innovation, and domain knowledge to improve services and deliver savings. Our teams are answering 30,000 emergency service calls every day, and our Ultra Low Emissions Zone is helping Londoners breathe cleaner air. Join us and discover better as you keep the country running smoothly.

What’s in it for you?

1. A salary of £21,255.
2. 23 days’ holiday (rising to 27) with the opportunity to buy extra leave.
3. 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.
4. Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising to health & wellbeing, travel, and technology.
5. The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice.
6. 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.