About Company
Capita is a leading provider of business process outsourcing (BPO) and professional services with a strong heritage of helping our clients transform and grow. We deliver a diverse range of services, including customer management, IT services, digital transformation, and professional development across both public and private sectors. With a workforce of over 50,000 colleagues, we’re dedicated to creating better outcomes for millions of people every day. At Capita, we believe in fostering an inclusive environment where every individual can thrive, contribute their unique talents, and grow their careers. We are committed to digital innovation and delivering excellence, consistently pushing boundaries to meet the evolving needs of our clients and the communities we serve. Joining Capita means becoming part of a dynamic team that values collaboration, continuous learning, and making a tangible impact.
Job Description
Are you passionate about delivering exceptional customer service and resolving technical challenges from the comfort of your own home? Capita is seeking dedicated and empathetic Virtual Call Support Analysts to join our thriving remote team, based in the UK. In this crucial role, you will be the first point of contact for our customers, providing vital support and guidance through various communication channels, primarily phone. You’ll play a pivotal part in ensuring our customers receive prompt, accurate, and friendly assistance, helping them navigate a range of queries and technical issues. This isn’t just a call centre job; it’s an opportunity to build meaningful connections, solve problems creatively, and contribute to a team that truly makes a difference. We are looking for individuals who are natural problem-solvers, possess excellent communication skills, and are comfortable working independently in a fast-paced virtual environment. You will undergo comprehensive training to equip you with all the knowledge and tools needed to succeed, ensuring you feel confident and supported every step of the way. If you’re eager to embark on a rewarding career with a company that values your growth and well-being, and you thrive on helping others, we encourage you to apply.
Key Responsibilities
- Handle a high volume of inbound customer inquiries via phone, email, and chat with professionalism and efficiency.
- Diagnose and resolve technical issues, account queries, and service-related problems with patience and accuracy.
- Provide clear, concise, and accurate information, guiding customers through troubleshooting steps or service explanations.
- Escalate complex or unresolved issues to the appropriate internal teams while maintaining ownership of the customer's journey.
- Maintain meticulous records of all customer interactions and resolutions using our CRM system.
- Strive to achieve first-call resolution targets and maintain high levels of customer satisfaction.
- Adhere to company policies, procedures, and service level agreements (SLAs).
- Continuously update knowledge on products, services, and system changes through ongoing training and self-study.
- Identify opportunities for process improvements to enhance the overall customer experience.
Required Skills
- Minimum 1 year of experience in a customer service or technical support role.
- Exceptional verbal and written communication skills with a clear, professional telephone manner.
- Proven ability to actively listen, empathise, and build rapport with customers.
- Strong problem-solving skills and the ability to think critically under pressure.
- Proficiency in navigating multiple software applications and CRM systems simultaneously.
- Reliable high-speed internet connection and a dedicated, quiet home workspace.
- Self-motivated, highly organised, and capable of working effectively in an unsupervised remote environment.
- Flexibility to work various shifts, including evenings and weekends, as required.
Preferred Qualifications
- Previous experience in a virtual or remote customer support role.
- Familiarity with ITIL foundations or similar service management frameworks.
- Experience with specific CRM platforms such as Salesforce or ServiceNow.
- A background in the BPO industry or a similar fast-paced contact centre environment.
- Relevant certifications in customer service or IT support.
Perks & Benefits
- Competitive salary with opportunities for performance-related bonuses.
- Comprehensive paid training and ongoing professional development.
- Access to a wide range of career progression opportunities within Capita.
- 23 days annual leave plus bank holidays, increasing with service.
- Company pension scheme with employer contributions.
- Access to a range of health and wellbeing programs, including an Employee Assistance Programme.
- Exclusive discounts on retail, travel, and entertainment through our employee benefits portal.
- Generous sick pay scheme.
- A supportive and inclusive remote working culture.
- Opportunity to make a real impact on customer satisfaction and business success.
How to Apply
If you are ready to take on this exciting challenge and contribute to a leading organisation, we encourage you to apply today! Please click on the application link below to submit your CV and a cover letter detailing your relevant experience and why you are the ideal candidate for this Virtual Call Support Analyst position. We look forward to reviewing your application.