Welsh Speaking Enquiry Centre Advisor

Vacancy Description – Welsh Speaking Customer Service Agent

Are you looking for a New Exciting Role? Are you looking to work in a Fresh Vibrant Company? Do you want to be part of a team that has a Passion To Perform? If your answer is Yes then this is the role for you!

We are the UK’s No. 1 business process outsourcing (BPO) and professional services company, at the leading edge of redefining and transforming services.

We deliver back office administration and front office customer contact services to private and public sector organisations across the UK and Ireland.

We create and reshape services that both answer the needs of our clients and deliver quality, responsive services to the public. Our clients, such as the BBC, Prudential, Birmingham City Council, and the Home Office, benefit from Capita’s expertise, innovation and extensive resources and infrastructure.

Capita PIP is currently looking for Welsh Speaking Inbound Customer Service Agents to join their expanding Customer Service Team on a full time permanent basis in Fort Dunlop, Birmingham.

Working Pattern: 37.5hrs per week between 8am-8pm Monday to Friday

Salary is £26,000per year + fantastic benefits

ABOUT THE ROLE

To provide a high quality advice service by telephone to new and existing Welsh speaking claimants of Personal Independent Payments (PIP) who are looking to place a new claim for PIP or are already receiving the Disability Living Allowance (DLA) and are at the point of renewing their benefit.
Our Customer Service teams are responsible for resolving both simple and complex issues for a whole range of customers as well as completing back office administrative tasks.

Duties Include:

Answering calls from Welsh & English speaking Claimants and dealing with their queries in a professional and effective manner
To ensure you deliver appropriate management of call lengths & call quality
To maintain knowledge of departmental policies and procedures;
Ensure that you deliver a high standard of general telephone behaviour
Back office administrative tasks
And any other duties that may be deemed necessary by the business to ensure successful delivery of the PIP assessment serviceEssential Skills, Knowledge and Behaviours

Fluent in Welsh and English
Excellent Customer Service Skills both verbal & written
Strong accuracy & attention to detail
Good Listening skills
Ability to question the customer effectively to understand their needs
Polite and attentive telephone manner
Assertiveness that achieves a win/win situation
Good Time Management
Accurate keyboard skills
Flexible approach to work and problem solving
Strong empathy skills
Be adaptable to change.Desirable Experience

Previous contact centre experience would be desirable but not essential.

Follow Capita on Follow Capita on Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.