About the Company
Capita plc is a leading provider of business process outsourcing and professional services, partnering with central government, local authorities, and private sector clients across the UK. We deliver essential services that improve the lives of millions through innovative solutions and dedicated people.
Job Description
Are you passionate about helping people and eager to start a rewarding career in public service? We are looking for dedicated and empathetic individuals to join our team as Government Call Center Operators in Swansea. This is a fantastic opportunity for those seeking full training and comprehensive benefits, regardless of prior experience. You will be the first point of contact for citizens, providing vital information and support for a range of government services. Full training will be provided to ensure you are confident and capable in your role, empowering you to make a real difference in people’s lives.
Key Responsibilities
- Handle inbound calls from the public with professionalism, empathy, and efficiency.
- Provide accurate information and guidance on various government services, policies, and procedures.
- Resolve citizen inquiries and issues effectively, escalating complex cases to appropriate departments when necessary.
- Maintain detailed and accurate records of all interactions and transactions in the customer relationship management (CRM) system.
- Adhere to all company policies, procedures, and strict data protection regulations (e.g., GDPR).
- Collaborate proactively with team members and supervisors to ensure a seamless service delivery and continuous improvement.
- Meet or exceed key performance indicators (KPIs) related to call handling, resolution, and customer satisfaction.
Required Skills
- Excellent verbal communication and interpersonal skills.
- Strong active listening and problem-solving abilities.
- Basic proficiency in computer applications, including email and web browsers.
- Ability to work effectively and maintain composure in a fast-paced, high-volume environment.
- A positive attitude, strong work ethic, and a genuine commitment to public service and helping others.
- Reliability and punctuality.
Preferred Qualifications
- Previous customer service or call center experience (any industry is beneficial).
- Familiarity with government services or public sector operations.
- Experience using CRM software or similar database systems.
- GCSEs or equivalent qualifications, particularly in English and Maths.
Perks & Benefits
- Comprehensive paid training program designed to equip you with all necessary skills.
- Competitive salary with opportunities for performance-based bonuses.
- Generous holiday allowance, increasing with length of service.
- Access to a wide range of exclusive employee discounts on retail, travel, and more.
- Robust health and wellness programs, including employee assistance programmes.
- Company pension scheme with employer contributions.
- Clear pathways for career progression and development within a large, dynamic organisation.
- Supportive and inclusive work environment.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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