Fresh Jobs at Capita

Job Description:

• To achieve customer and client KPI targets in relation to all contacts   received via multiple channels working within the requirements of data protection legislation 
• To deliver an excellent customer experience by providing a customer-focused, right first-time service, managing any customer complaints to a satisfactory conclusion..
• To respond to all contacts from both internal & external customers made via all the available channel
• To accurately capture data and enter it on to the relevant systems
• More experienced Advisors will support the Team Leader by mentoring and supporting team members to improve customer satisfaction and efficiency metrics within the business area

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• The role of Business Partner within the ER Hub is to ensure the provision of expert advice and guidance on employee relations matters to stakeholders across the UK and ROI. Utilising expertise, they will also ensure; the ongoing development of the HR community and wider business people management capability, service standards and operational performance targets are met, and effective processes and governance are in place.

Job Description:

• Manage and coordinate the activities against agreed delivery SLAs
• Ensure the team respond and resolve ER queries and cases in a timely manner, fairly, consistently, commercially, and pragmatically
• Ensure the team utilise the case management tool effectively, and robust audit processes are in place, to help shape the business direction and achieve outcomes based on trends/correlation
• Ensure the team delivers a high-quality service to include; analysis of Puzzel and OSC, call listening, SLAs and feedback from customers
• Liaise with and maintain effective relationships with key stakeholders across the business
• Balancing legislation obligations alongside Operational requirements, generating insight and best practice.
• Manage escalated ER issues where required, providing an objective view and challenging the business where necessary, including Speak Ups, ETs and compliance with legislation
• Produce and review ER data and other business MI to identify trends and work with stakeholders on appropriate solutions
• Support the implementation of the ER operating model, including process, governance, and behaviours
• Contribute to the shaping of the new ways of working to ensure the success of ER Hub
• Be project lead on ER Hub initiatives, supporting and coordinating to achieve results
• Ensure best practice requirements and commercial imperatives are balanced so that ER risk is minimised
• Improve the customer experience through enhanced, efficient and consistent ER Processes
• Work with key stakeholders to shape HR policies and processes in line with legislation, best practice and business need

Requirements.

• Admitted Attorney, with strong demonstrable ER experience
• Minimum 3-5 years in an Employee Relations based role
• Leads by example by demonstrating the Capita Purpose, values, behaviors, and Code of Conduct
• Experience using data to identify insights that drive action
• Increases diversity and develops an inclusive culture where people enjoy their work
• Excellent interpersonal/communication skills with ability to build trust and relationships
• Well organised, with ability to work to tight deadlines and excellent attention to detail
• Maintains effective work behaviour in the face of setbacks or pressure
• Action orientation - demonstrates a readiness to make decisions
• Experience reporting and interpreting key MI and governance data specific to ER
• Project management experience

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Job Description:

• Heads Operations for medium sized or multiple customer service operations, setting goals and improving operational efficiency from a macro level. Role holder will ensure that operation is being managed within budget and will often have a significant client facing role.

Key Responsibilities:

• Drive service delivery to meet the required SLAs including Customer experience, Conversion, Quality, Compliance, TAT, and query resolution.
• Drive hours delivery ensuring attainment of required PCA
• Ensure the achievement of the financial targets by delivered billable hours.
• Ability to take data/inputs and develop learnings about what the data holds.
• Analyse data for insight generation to determine the most valuable opportunities to improve performance and redesigning digital experiences to deliver this
• Visualize system requirements and articulate the same in the form of a functionality requirement document for IT
• Identify innovation opportunities relating to offers and services and drive all CI initiatives to enable improved efficiencies and value add to clients and customers.
• Lead the administration and enhancement of the Quality Monitoring Program to meet the needs of Capita, its customers, and its employees
• Implement the capacity plan & manage resourcing accordingly
• Review and establish locked hours, FTE requirements, team structures, span of control and resource / shift plans
• Initiate and Facilitate Process improvement initiatives/Projects
• Review, manage exceptions, ensure timely execution of transformation / transition / migration activities
• Own rewards and recognition schemes for the assigned processes / teams;
• Manage client relationships and escalations
• Conduct performance reviews and provide feedback to the Operations Managers
• Model and drive key leadership qualities and achieve results through effective people management practices (including managing performance and behaviour)
• Own and ensure the execution of the Reward and Recognition budget
• Drive employee engagement to meet required level of employee satisfaction
• Managing attrition through regular review of early warning signs
• Review & feedback on client escalations
• Relationship Management including the external stakeholders.

Professional know-how:

Minimum Qualification: Matric (Completed)

Minimum Requirements:

• 2 years + Head of Operations Experience
• Utilities - Customer/Debtor Collection Experience Essential

As well as:

• Proven track record of leading a successful team (please highlight your success in your updated CV, indicative of direct and indirect reports, team successes and challenges)

Skills and Abilities (what must I be able to do / display):

• Service delivery by assigned teams within the agreed SLA frameworks
• Resource planning in order to meets service levels around PCA and customer experience.
• Hours delivery to protect the revenue generation
• Relationship Management including external stakeholders and client management.
• People management including Attrition, performance, leave and absenteeism, Employee Satisfaction levels and overall engagement
• Compliance of the teams with internal and external, regulatory and framework requirements
• Achievement and maintenance of competence, defined by the company’s Training and Competence (T&C) Scheme.
• Process improvements, new business projects and other initiatives for system enhancements