Customer Service Representative

Role - Customer Service Advisor

Client:- Capita STA

Rate - £11.56 per hour PAYE

Hours: 37.5 Hours per week on a rotating shift 8:00am to 8:00pm Monday to Friday

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

Location - Remote

Contract Length - 24th March to 11th July

Position Overview:

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.

Responsibilities:

• 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)
• 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.
• Always Ensure adherence to General Data Protection Regulation and confidentiality procedures.
• 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.

Skills Required:

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