About Company
Capita is a leading provider of business process services, driven by innovation and a commitment to delivering exceptional outcomes for our clients across the private and public sectors. With a workforce of over 50,000 colleagues, we play a vital role in the UK’s economy, supporting essential services, transforming digital experiences, and helping organisations grow and thrive. Our diverse portfolio ranges from customer management and digital transformation to software and professional services. At Capita, we believe in the power of people to make a difference, fostering a culture of collaboration, development, and inclusivity. We are dedicated to creating an environment where every colleague feels valued, respected, and empowered to achieve their full potential. Join us, and be part of a company that’s building a better future, one service at a time. We pride ourselves on creating an inclusive workplace where diverse perspectives are celebrated, and opportunities for career progression are abundant.
Job Description
Are you a natural communicator with a passion for helping people? Do you thrive in a dynamic environment where your problem-solving skills make a tangible difference? Capita is looking for a dedicated and empathetic Work from Home Client Support Officer to join our vibrant team, based remotely from Stratford, London. This is an exciting opportunity to become the friendly and knowledgeable first point of contact for our diverse client base, ensuring their experience with Capita is nothing short of excellent.
In this crucial role, you will be instrumental in managing client inquiries, resolving issues efficiently, and providing comprehensive support, all from the comfort and convenience of your home office. We understand the importance of work-life balance and are committed to equipping you with the tools, training, and support necessary to excel in a remote setting. You’ll engage with clients through various channels – phone, email, and chat – addressing their needs, explaining solutions, and guiding them through our services with clarity and professionalism.
We are seeking individuals who are not just problem-solvers but also proactive advocates for our clients, committed to understanding their needs and exceeding expectations. You will be a key player in maintaining high levels of client satisfaction, building lasting relationships, and contributing to Capita’s reputation for outstanding service delivery. This role offers the flexibility of remote work coupled with the robust support system of a large, established organisation. You will benefit from continuous professional development opportunities, a collaborative team environment that transcends physical locations, and a chance to make a genuine impact on our clients’ success every day. If you’re ready to embark on a rewarding career where your contribution is highly valued and your growth is prioritized, we encourage you to apply.
Key Responsibilities
- Serve as the primary point of contact for client inquiries via phone, email, and chat, providing accurate and timely information.
- Efficiently resolve client issues, complaints, and questions, escalating complex cases to appropriate departments when necessary.
- Document all client interactions and resolutions accurately in our CRM system.
- Provide clear, concise, and comprehensive explanations of our services and solutions to clients.
- Proactively identify opportunities to improve client satisfaction and loyalty.
- Adhere to company policies, procedures, and service level agreements (SLAs).
- Participate in ongoing training and development to enhance product knowledge and service skills.
- Collaborate effectively with team members and other departments to ensure seamless client support.
Required Skills
- Excellent verbal and written communication skills in English.
- Proven ability to empathize with clients and provide patient, supportive assistance.
- Strong problem-solving and critical thinking abilities.
- Proficiency in using computer systems and navigating multiple applications simultaneously.
- Self-motivated with the ability to work independently and manage time effectively in a remote environment.
- A dedicated, quiet home office space with a reliable high-speed internet connection.
- Minimum of 1 year experience in a customer service or client-facing role.
Preferred Qualifications
- Previous experience in a remote client support role.
- Familiarity with CRM software (e.g., Salesforce, Zendesk).
- Experience in the professional services or BPO industry.
- A degree or relevant qualification in business administration, communications, or a related field.
Perks & Benefits
- Competitive annual salary with performance-based bonuses.
- Comprehensive health and wellness benefits package.
- Generous paid time off and public holidays.
- Opportunities for professional development and career advancement within a large organisation.
- Access to a wide range of training resources and e-learning platforms.
- Employee assistance program for personal and professional support.
- Flexible work-from-home setup, reducing commute times and costs.
- A supportive and collaborative team culture, even in a remote setting.
How to Apply
To apply for this exciting Work from Home Client Support Officer position, please click on the application link below to submit your resume and cover letter. We look forward to reviewing your application and potentially welcoming you to the Capita team.