About Company
Capita is a leading provider of business process management and professional services, partnering with clients across the UK and internationally to transform their operations. With a rich history of innovation and a commitment to delivering exceptional service, Capita helps organisations streamline their processes, enhance customer experiences, and achieve strategic objectives. We pride ourselves on creating a dynamic, supportive, and inclusive work environment where every individual has the opportunity to thrive and contribute to meaningful projects. From customer service to digital transformation, our diverse teams are at the forefront of shaping the future of public and private sector services. We believe in fostering talent, encouraging continuous learning, and celebrating success together. Join Capita and become part of a forward-thinking company dedicated to making a tangible difference for our clients and their customers.
Job Description
Are you a natural communicator with a passion for helping people, seeking a role that fits around your life? Capita is looking for dedicated Remote Virtual Call Handlers to join our vibrant, home-based team, supporting various client projects. This part-time role offers the ultimate flexibility, allowing you to manage your work schedule to align with your personal commitments, while still being an integral part of a professional and supportive environment. As a Virtual Call Handler, you will be the first point of contact for customers, providing essential support, answering queries, and resolving issues with empathy and efficiency. You’ll handle inbound calls, offering information, guiding customers through processes, and ensuring a positive experience every time. This is more than just a call handling role; it’s an opportunity to develop valuable customer service skills, work independently from the comfort of your home, and contribute to the success of a leading UK services company. We provide comprehensive training and ongoing support to ensure you’re confident and successful in your role, regardless of your prior remote working experience. If you’re organised, reliable, and possess excellent verbal communication skills, we encourage you to apply and discover how a flexible career with Capita can work for you.
Key Responsibilities
- Handle a high volume of inbound customer calls with professionalism and courtesy.
- Act as a primary point of contact for customer queries, providing accurate information and solutions.
- Resolve customer issues efficiently and effectively, escalating complex problems to relevant departments when necessary.
- Maintain detailed and accurate records of customer interactions and transactions in our systems.
- Adhere to strict data protection and confidentiality guidelines.
- Meet or exceed quality and productivity targets while working remotely.
- Engage in continuous learning and professional development to stay updated on client services and products.
- Collaborate with team members and supervisors remotely to ensure seamless service delivery.
- Ensure a quiet, secure, and professional home working environment conducive to high-quality call handling.
Required Skills
- Excellent verbal communication skills with a clear and professional telephone manner.
- Proven ability to empathise with customers and resolve issues effectively.
- Proficient computer skills, including experience with CRM systems and Microsoft Office Suite.
- Strong organisational skills and attention to detail.
- Ability to work independently and manage time effectively in a remote setting.
- Reliable internet connection and a suitable home workspace free from distractions.
- Minimum of 6 months experience in a customer service or call handling role.
Preferred Qualifications
- Previous experience working in a remote or virtual call centre environment.
- Experience with specific industry software relevant to customer support (e.g., Salesforce, Zendesk).
- A strong understanding of data protection regulations (e.g., GDPR).
- Ability to adapt quickly to new technologies and processes.
- GCSEs in English and Maths (or equivalent).
Perks & Benefits
- Flexible working hours to support work-life balance.
- Competitive hourly wage with opportunities for performance-based incentives.
- Comprehensive paid training program tailored for remote roles.
- Access to our employee assistance program for wellbeing support.
- Opportunities for career progression within Capita.
- A supportive and inclusive remote team culture.
- Company laptop and headset provided for your role.
- Employee discount schemes and exclusive retail offers.
How to Apply
Ready to embark on a rewarding career with flexible hours? Click the application link below to submit your CV and cover letter. Please ensure your application highlights your customer service experience and your suitability for a remote, flexible role. We look forward to reviewing your application!