Capita Fulfilment Services: About Us

Job Purpose
To be responsible for answering the telephone and data processing customer responses to clients quality standards.

Key Responsibilities:

• Answering the telephone and dealing with customers, placing orders, resolving queries or the provision of general advice as applicable
• Processing orders and queries received via the post
• General administrative duties as detailed by your Team Leader, to include, filing, opening and distributing the mail, batching orders and quality checks
• Work as part of a team supporting Capita Fulfilment Services Core Values in order to achieve company objectives
• Display a consistently positive attitude towards work and colleagues
• Basic health and safety in an office environment
• Any other duties as detailed by the Call Centre Management team

Key Performance Indicators

• Time on duty (87.5 % of time accounted for logged on)
• Average call duration 180-200 minutes
• Wrap up – less than 10%
• Call monitoring scores 85% or above
• Logged on at correct times 100%

Key Competencies

• Use customer care and communication skills to establish positive relationships
• Add value to every customer contact
• Care for the needs of every customer
• Use techniques to become the customer's advocate
• Provide appropriate product and service information
• Solve problems, reduce conflict and exceed client expectations
• Use a world-class telephone voice, etiquette, and call handling skills to manage calls and achieve maximum efficiency
• Build and maintain loyalty through exceptional communication and customer servicing skills

Technical Competencies

• Desirable: Adequate keyboard skills
• Desirable: Prior experience in customer services environment

Training

• 3 EX System
• Client Training
• Soft Skills Training