Capita is the UK’s largest business process outsourcing company hiring over 74 000 staff across UK, Europe, India and South Africa. Our goal is simple: to help our wide range of public and private sector clients improve service to their customers.
Capita Poland with two Business Centres in Kraków and Łódź hires over 700 employees. We deliver multilingual business services that range from managing complex processes to more specialised support. That provides our employees with the opportunity to work for various clients and develop expertise in many disciplines.
Given our expansion plans and exciting new projects, Capita is currently recruiting for the position of:
Capita Learning Services provide a range of training and development services, including managed learning solutions, e-learning packages, coaching and mentoring services, which are designed to provide measurable business performance benefits to our clients and their staff.
Our high profile customer portfolio includes UK-based public-sector organisations, key players within the motoring industry, banks and many other organisations that are household names.
The role sits within the Operations team, which is responsible for course booking, course management, booking coordination and helpdesk support.
Please note that the role requires working in a shift pattern between 9 a.m. and 7 p.m.
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Responding to incoming requests, via telephone & email, in line with the contracted service level agreements
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Providing 1st time resolution and quality answers to reduce number of replies
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Immediately assigning calls that cannot be resolved by the helpdesk to the relevant resolving team or 3rd party
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Delivering 1st class customer service
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Escalating any problems/potential issues to direct line management
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Actioning specific tasks in line with the contracted service level agreements
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Ensuring that any items logged in our CRM are error free
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Ensuring appropriate data entry to deliver adequate management information
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Adhering to data quality standards
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Adhering to security policies
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Contributing to overall achievements of required Service Level by maintaining agreed personal targets, assist in ensuring SLA’s and KPI’s are met
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Providing support and guidance and training for new starters (if required)
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Have experience of working in a Service Desk/Call Centre/Helpdesk environment
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Are fluent in spoken and written English
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Have the ability to work independently
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Have a “Can Do“ attitude
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Have the skills to work directly with key stakeholders
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Have excellent customer service skills
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Have sound IT awareness, including a good knowledge of MS Word, Excel, PowerPoint and Databases
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Have the ability to meet deadlines
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Have the ability to adapt to new work types
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Communication
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Team Work
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Customer Service and Relationship Management
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Innovation and Continuous Improvement
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Commercial Awareness
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Results Focused
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Opportunity to join a growing team with development opportunities
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Opportunity to work with prestigious organisations
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Entry to a bi-annual bonus scheme (T&Cs applicable)
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Private medical healthcare and benefit packages
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A friendly work atmosphere
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Workplace in the city centre
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30-minute lunch breaks included in the working hours
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After-work activities (football team, volleyball team, charity events etc.)
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In-house English classes
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A vast variety of trainings provided for you to develop
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Work in an international and multicultural environment
