CSR Advisor
Job ID: 10093941
Clonakilty
Permanent
Hybrid
Capita is an equal opportunity and disability confident employer.
This is a key and exciting full-time role within our Eircode customer service contract. This role will suit an ambitious, self-motivated, meticulous and quality focused person. As part of a small team it’s a hands-on role that offers the successful applicant a variety of opportunities and responsibilities ranging from dealing with incoming calls and emails to direct client engagement. From ensuring customer service quality and excellence to expressing ideas for process & continuous service improvement.
The role may develop in the future to include a mentoring role & working more closely with internal and external stakeholders. The successful candidate will work a hybrid model combining working from home with one or two days a week in the office. Full training will be provided from the Clonakilty office. Working hours 09.00 to 17.00 Monday to Friday. Salary 24k.
Job Description
What will you deliver?
- Dealing with incoming calls, emails & web form queries from external contacts ensuring delivery of a quality service on a continuing basis for all incoming queries
- Ensuring day-to-day service delivery within agreed Service Level Agreements, dealing with all queries & requests in a timely, professional & consistent manner
- Accurately validating locations & Eircodes via the online Eircode Finder within agreed guidelines
- Direct stakeholder engagement offering an enhanced customer experience, positive image & first impression of both Capita & Eircode
- Liaising with external stakeholders as appropriate
- Provide administrative & reporting support as & when required.
- Identifying & suggesting potential process improvement opportunities
- Ensure that data protection & GDPR best practice is adhered to at all times
What we are looking for:
- Previous customer service experience is desirable
- Highly methodical with a thorough attention to detail
- Proven ability to work in full compliance with stringent client SLA’s and KPI’s
- Able to communicate with external parties in a professional & courteous manner
- Excellent PC (including Microsoft suite most notably Excel) and data entry skills
- The ability to learn & understand Customer Relationship Management (CRM) systems. Familiarity with Microsoft Dynamics or similar would be a distinct advantage
What can we offer you?
We care about your experience supporting our teams to deliver exceptional customer service; therefore, we’re investing in your health and wellbeing both whilst working and when outside of work. As well as a competitive base salary you will get a benefits package including:
- 20 days holiday
- Healthcash plans
- Company matched pension
- Hybrid working between home & our office in Clonakilty
Who are we?
Capita Ireland is an established leader in the business process outsourcing market with multiple clients in both the public and private sectors. We have a strong reputation for the reliable delivery of bespoke, high-quality and flexible solutions in the areas of: Customer Service and Sales, Credit Management, Agribusiness, Quality Assurance, Finance Processing, Multilingual.
What’s next?
If this role is of interest to you, please click below to register, apply and track your progress! A member of our Resourcing Team will review your application and be in touch.
Equal Opportunities
We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees. During the application process, you’ll be asked to share your personal characteristics and data with us. This helps us understand our audience so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive.
About us
Capita is a consulting, transformation and digital services business. We deliver innovative solutions and simplify the connections between businesses and customers, governments and citizens. We're driven by our purpose: to create better outcomes – for our employees, clients and customers, suppliers and partners, investors, and society. We're committed to being a responsible business – in how we operate, serve society, respect our people and the environment, and deliver attractive returns to our investors.
Every day we help millions of people, by delivering innovative solutions to transform and simplify the connections between businesses and customers, governments and citizens. We partner with clients and provide them with the insight and cutting-edge technologies that give time back, allowing them to focus on what they do best and making people’s lives easier and simpler. We operate in the UK, Europe, India and South Africa and currently have 55,000 talented people working in our three divisions: Capita Experience, Capita Public Service and Capita Portfolio.