Ricky Alfred, Capita Customer Management’s Head of Responsible Business, reflects on the need to support vulnerable customers - and how organisations, customer service agents and Capita can all make a difference.

When the London Borough of Hackney Council (LBHC) decided to change its approach to HR, we trained its managers and team leaders to play a bigger role in managing their teams, showing them how to identify HR risks and get the right support at the right time.

We’ve used our HR expertise to support a secondary school in managing a high-risk situation, making sure it followed all the right procedures and helping staff members through a very stressful time.

We support over 8,000 apprentices to achieve their respective apprenticeship programmes every year across a broad range of subjects.

Capita’s Contact Associates provides assessments to help students with a disability, health problem or learning difficulty to access the Disabled Students Allowance (DSA).

Capita supports AEGIS London with the provision of IT services in response to Covid-19, allowing the business to continue trading successfully.

We’re reducing processing times for student bursary applications from an average of 23 to 3 days

Our customer service innovation team is solving industry-specific problems through technology, analytics and process design.

Bangor University has a long tradition of academic excellence, founded in 1884, it today has 11,000 students, 650 teaching staff, three colleges housing sixteen academic schools.

We're helping our client to identify – and resolve – 'hidden' issues that are affecting their customers.