About Company
Capita plc is a leading provider of business process services, customer management solutions, and professional services across the UK and internationally. With a strong commitment to digital transformation and service excellence, we partner with clients across public and private sectors to deliver innovative solutions that improve efficiency, reduce costs, and enhance customer experience. We believe in empowering our people and fostering a culture of collaboration, continuous learning, and client-centricity. Our purpose is to create better outcomes for our clients, our employees, and society, making a positive difference in a complex world. We leverage technology, data, and human expertise to solve complex challenges and simplify the lives of millions.
Job Description
Are you an exceptional relationship builder with a passion for client success, seeking the flexibility of a remote role? Capita plc is actively seeking a dedicated and dynamic Remote Client Relations Partner to join our thriving team. In this pivotal role, you will be the cornerstone of our client relationships, working collaboratively to understand their evolving needs, anticipate challenges, and proactively identify opportunities for growth and deeper partnership. This isn’t just about managing accounts; it’s about becoming a trusted advisor, a strategic ally, and an integral part of our clients’ success stories, all while enjoying the freedom and flexibility of working from your home office.
Working autonomously and effectively from your remote setup, you will be responsible for a portfolio of key clients, ensuring their continuous satisfaction with Capita’s diverse range of services. Your daily activities will involve engaging in regular strategic discussions, conducting comprehensive performance reviews, and acting as the primary point of contact for all client inquiries, concerns, and escalations. A significant part of your role will involve meticulously mapping client journeys, identifying potential pain points before they arise, and collaborating seamlessly with our internal delivery, operational, and technical teams to co-create bespoke solutions that consistently exceed client expectations. We are specifically looking for an individual who can adeptly navigate complex organizational structures, articulate Capita’s value propositions clearly and persuasively, and drive sustainable commercial growth through fostering genuine, long-term partnerships.
This critical role demands a high degree of autonomy, exceptional communication and interpersonal skills, and a proactive, solution-oriented approach to problem-solving. You will be instrumental in translating nuanced client feedback into actionable insights for our product, service development, and operational improvement teams, thereby directly contributing to our continuous innovation and service enhancement initiatives. You will also monitor market trends and client industries to provide strategic advice, ensuring our offerings remain competitive and relevant. If you are passionate about forging lasting, impactful relationships, thrive in a results-oriented, fast-paced environment, and are ready to make a tangible difference to our clients’ businesses from anywhere in the UK, we strongly encourage you to apply. Join Capita and become a vital link in our mission to deliver exceptional service, drive positive outcomes, and innovate for businesses and public sector organizations across various industries.
Key Responsibilities
- Develop and maintain strong, long-lasting client relationships, acting as the primary point of contact.
- Proactively engage with clients to understand their needs, challenges, and strategic objectives, becoming a trusted advisor.
- Collaborate effectively with internal teams (operations, tech, sales, product) to ensure timely and successful delivery of solutions aligned with client requirements.
- Conduct regular strategic business reviews with clients to discuss performance, service levels, future opportunities, and innovation roadmaps.
- Identify and pursue new business opportunities within existing client accounts, driving organic growth and expanding service adoption.
- Manage client expectations, negotiate contracts, and resolve any issues or escalations promptly and effectively, ensuring client satisfaction.
- Monitor client satisfaction metrics and provide regular reports and insightful analysis to internal stakeholders.
- Stay informed about industry trends, competitive landscape, and client-specific business drivers to offer strategic guidance.
- Contribute to the continuous improvement of client management processes, tools, and overall relationship strategies.
- Represent Capita as a knowledgeable and professional partner, demonstrating deep understanding of our services and client industries.
Required Skills
- Proven experience (4+ years) in client relationship management, account management, or business development, with demonstrable success in a remote or hybrid capacity.
- Exceptional verbal and written communication skills, with the ability to articulate complex solutions clearly, concisely, and persuasively to diverse audiences.
- Strong negotiation, influencing, and persuasion abilities, capable of fostering win-win partnerships.
- Demonstrated ability to manage multiple client accounts simultaneously, prioritizing effectively and meeting deadlines in a fast-paced environment.
- Proficiency in CRM software (e.g., Salesforce, HubSpot) and advanced capabilities in Microsoft Office Suite (Excel, PowerPoint, Word).
- Self-motivated, highly organized, and able to work independently and collaboratively in a remote environment with minimal supervision.
- Strategic thinking with a commercial mindset, focused on driving client success, retention, and revenue growth.
- Excellent problem-solving skills and a proactive, analytical approach to anticipating client needs and mitigating risks.
- Full legal right to work in the UK.
Preferred Qualifications
- Bachelor's degree in Business Administration, Marketing, Economics, or a related analytical field.
- Experience working within the Business Process Outsourcing (BPO), Consulting, Professional Services, or IT Services industries.
- Track record of successfully growing client accounts, expanding service adoption, and consistently exceeding revenue targets.
- Familiarity with digital transformation initiatives, cloud technologies, and emerging technology solutions.
- Professional certification in account management, customer success, or project management (e.g., CSM, PMP).
Perks & Benefits
- Competitive salary package with an attractive performance-based incentive scheme.
- Comprehensive private medical insurance for you and your family.
- Generous company pension scheme to support your financial future.
- Flexible working hours and the autonomy that comes with a fully remote role, promoting work-life balance.
- 25 days annual leave plus all bank holidays, with the option to buy or sell additional days.
- Access to extensive professional development programs, training, and clear career progression opportunities.
- Employee assistance program and a range of wellbeing initiatives to support your mental and physical health.
- Tech allowance for enhancing your home office setup (if applicable and within company guidelines).
- Company discounts on a wide range of retail products, services, and experiences.
- Opportunity to be part of a collaborative, diverse, and supportive remote team culture.
How to Apply
To apply for this exciting opportunity as a Remote Client Relations Partner, please click on the application link below. You will be redirected to our careers portal where you can search for relevant roles and submit your comprehensive CV and a tailored cover letter. Ensure your application clearly details your relevant experience in remote client management, your proven ability to drive client success, and why you are the ideal candidate to join Capita plc. We encourage you to highlight specific achievements and how you align with our values.