Customer Service Representative

Description:

Capita, in partnership with Transport for London (TfL), is looking to recruit a Customer Service Representative for a fixed-term contract of six months, starting March 31, 2025. The role is office-based during the training period (first six weeks) and can transition to hybrid (home-based) work afterward. The primary responsibility is the back-office processing of customer inquiries, complaints, applications, and other correspondence related to TfL’s Scheme. The role requires learning multiple processes and providing specialized advice while adhering to set processes and quality criteria.

Key Responsibilities:

• Monitor and manage work items per day based on targets, ensuring the agreed process is followed.
• Make recommendations to improve quality processes to the Quality Control Team Leader (QCTL).
• Identify trends and themes, escalating concerns to the QCTL and management.
• Conduct unbiased and consistent quality monitoring, alerting the QCTL of priority issues or poor-quality items.

What We’re Looking For:

• Strong verbal and written communication skills.
• Proficiency in using computers, including email, Microsoft Word, and knowledge-based applications.
• Ability to work under tight deadlines while maintaining high-quality responses.
• Ability to work autonomously and within a team.
• Quick learning ability.
• Previous customer service experience is desirable.

About Capita | Transport for London (TfL):

Capita partners with Transport for London to make journeys easier and safer for the people of London. Managing a variety of transport services, including buses, Tube networks, and cycle routes, TfL uses technology and data to improve mobility across the capital.

Compensation and Benefits:

• Salary: £22,542 pro rata
• Holiday: 23 days (rising to 27), with the option to buy additional leave.
• Pension: Company matched pension.
• Life Assurance: Included.
• Maternity/Parental Leave: 15 weeks of fully paid leave.
• Voluntary Benefits: Discounts on retail, health & wellbeing, travel, and technology.
• Employee Network Groups: Access to networks supporting diversity.
• Hybrid Working: Available post-training.

What to Expect Next:

• If shortlisted, you will be contacted for an informal conversation and potentially a 30-minute video interview.
• Background checks will be part of the onboarding process.