Jobs at Capita

• Ensures that customer issues and concerns are answered efficiently and effectively. More experienced Advisors may coach others and support the resolution of escalated complaints in accordance with business, policy and legal requirements.

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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• Manages the daily operation of  a customer service operation to achieve clearly defined outcomes, whilst supporting the development of their teams, creating a positive working environment, where we can delight our customers

Job Description:

Operations Manager

• Manages the daily operation of a customer service operation to achieve clearly defined outcomes, whilst supporting the development of their teams, creating a positive working environment, where we can delight our customers.

Key Responsibilities

• Contribute towards the development of customer service strategies, policies, and procedures.
• Handle all customer financial details such as billing information, credit card details and banking account information with relevant integrity and confidentiality.
• Develop and implement operating plans in line with customer service strategies, policies, and procedures.
• Ensure compliance with customer service policies, procedures and operating plans and highlight operational risks and controls. Proactively take relevant action where necessary.
• Set customer service and targets (qualitative and quantitative) for the business unit and integrate with other business areas to achieve service level standards.
• Manage the operational relationship and SLA.
• Manage performance of staff according to best practice including:
• Set performance standards (Key Performance Areas, Key Performance Indicators)
• Ensure performance measurement is carried out correctly and regularly.
• Ensure skill and knowledge gaps are identified.
• Ensure training and development plans exist and are followed.
• Develop career paths.
• Motivate and lead the team.
• Continuously seek improvements in business processes, products and technology and manage the change process when improvements are implemented. 
• Manage Customer Service activities in line with agreed performance measures and operating budgets.

Professional know-how

Academic:

• Grade 12 / Matric

Experience:

• 2 – 3 Years Operations Manager experience (Required)
• Customer service experience (Required)
• Sales experience (Advantageous)
• Proven track record of good performance

Knowledge (what must I know):

• Knowledge of Contact Centre processes, methodologies, systems, and technologies
• Knowledge of Carphone Campaign
• PC user knowledge

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

• Strong communication skills
• Strong prioritisation skills
• Excellent Team Player

Closing date: Midnight 24 December 2025

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Job Description

Key Performance Areas

Leadership and supervision

• Manages and leads a team of advisors to exceed customer expectations on an exciting digital platform
• Coach and develop team members to achieve various customer and company Key Performance Indicators, including sales conversion targets.
• Set and achieve individual/team standards and manage performance in line with Performance Management and Quality framework standards, in line with company and department policies
• Effectively manage behaviors with individuals to ensure the team deliver in line with company and client values
• Support all team members by living and displaying the values whilst coaching, holding effective team meetings, and supporting the team with escalated customer interactions
• Deliver all requirements to support the team in line with our monthly Training & Competency scheme
• Effectively communicates all relevant information to staff through team meetings and all other relevant communication methods

Client Services

• Ensure team performance is in line with our clients digital KPI’s
• May be required to attend client workshops to give effective feedback on opportunities to improve customer journeys and client services offered

Quality assurance

• Will ensure team perform in line with quality monitoring standards, achieving internal Quality benchmark as well as Customer scoring metrics
• Will understand Quality framework, in depth to ensure effective coaching can be delivered in both 1:1 and team-based sessions
• Capable of taking part in client and internal calibration sessions, demonstrating a strong understand of Customer Service, Digital Engagements and the agreed Quality Framework
• Manages ongoing performance in line with Performance Management structure and Training & Competence scheme

Campaigns and products

• Ensures they are kept up to date and shares regular updates on client process and changes
• Is fully aware of client process and procedures to a standard that allows them to deal with customer queries
• Is capable of handling escalated customer queries

Implementation of Guidance and Policy

• Implements, maintains and manages the cascading of all relevant Capita policies & procedures to team members
• Reports all Health & Safety incidents to the Occupational Health and Safety Officer on site

Professional know-how

• Minimum Qualification: Matric (Completed)

Minimum requirements

External:

• 2 years Customer Service Team Leader experience within the call center/ BPO industry
• Mobile Network Experience Advantageous
• Knowledge of Contact Centre processes, methodologies, systems, and technologies.

Key Competencies

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

• Empathy
• Leadership
• Relating and networking
• Strong administrative skills
• Persuading and influencing
• Creating and Innovation
• Coping with pressures and setbacks

Management/Supervisory Responsibility:

• This position does have a supervisory responsibility. The successful incumbent will have approximately 12 Advisors reporting into them and will have to ensure that relevant information and data is cascaded as necessary to all stakeholders

Closing date: Midnight (26 December 2025)