United Kingdom · Remote Solely
As a Customer Service Advisor at Capita Business Services Limited, you will be the first point of contact for residents, members of the public, emergency services, contractors, and local authority partners contacting the…
Skills: Customer service, Call handling, Active listening, Communication skills, Crisis management
Krefeld, North Rhine-Westphalia, Germany · Hybrid
Festanstellung in Vollzeit - Einsatzort: Krefeld Job title: Sales Experte (m/w/d) Energie Job Description: # Deine Vorteile mit Capita auf einen Blick Unbefristete Anstellung mit guter Work-Life-BalanceWeiterbildungsmögl…
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United Kingdom · Remote Solely
We are now recruiting for a Senior Operations Manager to join the Capita Health Assessment Advisory Service. The successful candidate will be responsible for leadership, direction and oversight of up to 10 teams of Funct…
Skills: Operations management, Leadership, Change management, Financial management, Stakeholder management
Mumbai City, Maharashtra, India · On-site
To create better outcomes within a team in the provision of full lifecycle day to day administration services for all clients, scheme members, and their dependents. Job title: Executive - Insurance Job Description: Work …
Skills: Customer Service, Insurance Administration, Data Processing, Policy Management, Risk Identification
United Kingdom · Remote Solely
As a Customer Service Advisor at Capita Business Services Limited, you will be the first point of contact for residents, members of the public, emergency services, contractors, and local authority partners contacting the…
Skills: Customer service, Call handling, Active listening, Communication skills, Decision-making
Upavon, England, United Kingdom · Hybrid
Recruiting tomorrow’s Army today. Be the best to support the best! The Recruiting Partnership Project (RPP) is committed to maintaining high standards of quality, safety and compliance across its recruitment services. As…
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United Kingdom · Remote Solely
We're currently recruiting for experienced Customer Service Representatives to join the team. Job title: Customer Service Representative Job Description: We are seeking a motivated and customer-focused professional to jo…
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United Kingdom · Remote Solely
As a Customer Service Advisor at Capita Business Services Limited, you will be the first point of contact for residents, members of the public, emergency services, contractors, and local authority partners contacting the…
Skills: Customer service, Call handling, Active listening, Verbal communication, Decision making
Omagh, Northern Ireland, United Kingdom · On-site
We are seeking a dedicated and hardworking Medical Centre Administrator to join our team in Omagh. In this position, you will collaborate with your designated team and other associated teams to ensure the effective deliv…
Skills: Administrative support, Customer service, MS Office, Data entry, Communication
Stoke-on-Trent, England, United Kingdom · On-site
Recruiting tomorrow’s Army today. Be the best to support the best! Supporting candidates throughout their bespoke recruitment journey to join the British Army as Recruiter in Stoke on Trent. You will take responsibility …
Skills: Customer service, Interviewing, Stakeholder management, Social media, Microsoft office suite
United Kingdom · Remote Solely
We're currently recruiting for a Senior MI Analyst to assist in the provision of services within the PCSE contract. Job title: Senior MI Analyst Job Description: We're currently recruiting for a Senior MI Analyst to assi…
Skills: SQL, SSRS, SSIS, Data warehousing, Power BI
Guildford, England, United Kingdom · On-site
Keeping our armed forces running smoothly as a medical officer. As a medical officer for the Capita Recruiting Partnering Project (RPP), you’ll be carrying out efficient medical screenings, appeals and approvals at our A…
Skills: Medical Assessment, Clinical Coaching, GMC Registration, IT Literacy, Microsoft Office
Krefeld, North Rhine-Westphalia, Germany · On-site
Festanstellung in Vollzeit | Einsatzort: Krefeld Job title: Fachteamleiter (m/w/d) Kundenservice Energiewende Job Description: Standort: Krefeld / Capita Energie Service Wir sind ein etablierter Partner der Energiewirtsc…
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Newtownabbey, Northern Ireland, United Kingdom · On-site
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Fareham, England, United Kingdom · On-site
Help get better trained personnel to the front line faster Project Selborne is a Transformational Training programme with a strategic goal of modernising Royal Navy training to deliver “better trained sailors to the fron…
Skills: IT hardware, IT software, Administration, Organizational skills, Mobile device management
Torpoint, England, United Kingdom · Hybrid
Help get better trained personnel to the front line faster Using your experience, you’ll support and guide apprentices through their journey, ensuring high standards, coordinating key programme activities, and providing …
Skills: Apprenticeship Management, Coaching, Communication, Microsoft Word, Microsoft Excel
United Kingdom · Remote Solely
Lead quality across services that support millions of citizens At Capita, we're looking for an experienced Quality Lead to play a key role in supporting the delivery of critical public sector services. This is an excitin…
Skills: Quality assurance, Contact centre management, Performance improvement, Stakeholder management, Data analysis
Plymouth, England, United Kingdom · On-site
Help get better trained personnel to the front line faster You will be involved in the provision, delivery, administration and coordination of all Learning and Development and resettlement services and activities to UK S…
Skills: Administration, Communication skills, Customer service, Attention to detail, Teamwork
Torpoint, England, United Kingdom · On-site
Looking for an administration role where your work really matters? Join Project Selborne and help support one of the UK's most ambitious military training programmes. Our goal is simple: to deliver better-trained sailors…
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United Kingdom · Hybrid
Join Capita as a Trainee DSA Needs Assessor and be part of our team providing Disabled Students’ Allowance (DSA) services. We work with the Student Loans Company (SLC) to offer a seamless digital experience for students …
Skills: Needs assessment, Report writing, Communication skills, Assistive technology, Welsh language
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Handle urgent and emergency inbound calls for local authority services outside of normal office hours. Accurately record call details in CRM systems and escalate critical issues to appropriate duty officers or emergency services.
Previous experience in customer service, contact centers, or emergency response environments is desirable. Candidates must possess excellent verbal communication skills, the ability to remain calm under pressure, and proficiency with computer systems.
As a Customer Service Advisor at Capita Business Services Limited, you will be the first point of contact for residents, members of the public, emergency services, contractors, and local authority partners contacting the Out of Hours service.
This role supports local authority services outside normal office hours by answering urgent and emergency calls that require immediate attention. You will assess the nature and urgency of each enquiry, follow agreed scripts and procedures, record accurate information, and escalate or refer cases to the appropriate duty officer, emergency contact, contractor, or service area.
The role requires calm decision-making, excellent communication skills, and the ability to support callers who may be distressed, vulnerable, or in urgent need of assistance.
Handle inbound calls for local authority Out of Hours services, including urgent and emergency enquiries received outside normal office hours.
Quickly assess the nature, priority, and urgency of each call, ensuring emergency and time-critical issues are dealt with appropriately.
Follow agreed scripts, guidance, escalation routes, and contact procedures for each local authority service area.
Accurately record all customer details, call information, actions taken, and outcomes using the relevant CRM, call logging system, or manual process.
Refer or escalate urgent matters to the appropriate duty officer, emergency contact, contractor, or specialist service in line with agreed procedures.
Support callers who may be vulnerable, distressed, or experiencing emergency situations, using empathy, professionalism, and active listening skills.
Identify non-urgent enquiries and signpost callers to daytime services, online services, or the relevant local authority contact route where appropriate.
Liaise with emergency services, statutory bodies, contractors, and local authority representatives where required.
Work flexibly across evenings, nights, weekends, bank holidays, and other out-of-hours periods as required by the service.
Previous experience in a customer service, contact centre, call handling, public sector, emergency response, or out-of-hours environment is desirable.
Excellent verbal communication skills with a calm, clear, and professional telephone manner.
Strong active listening skills and the ability to remain composed when dealing with urgent, sensitive, or distressed callers.
Ability to assess information quickly, follow procedures accurately, and escalate issues appropriately.
Good attention to detail with the ability to record information clearly and accurately.
Confidence using computer systems, CRM platforms, telephony systems, and Microsoft Office applications.
Ability to work independently during out-of-hours periods while following agreed guidance and escalation routes.
A flexible and reliable approach to working shifts, including evenings, nights, weekends, and bank holidays.
About Capita Local Government
Capita Local Government has many close, long-standing relationships with local councils, supporting them in the challenges they face by delivering a variety of services. We know that technology can help transform public services and to do that requires investment and innovation – and we’re working to develop new approaches here.
A competitive basic salary (Up to £17,485.87)
23 days’ holiday (rising to 27) with the opportunity to buy extra leave
The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
At Capita, your career can take you wherever your ambition leads. You'll become part of a diverse network of talented, forward-thinking professionals working across a wide range of disciplines and sectors. We’re committed to your growth — offering endless opportunities to expand your skills, explore new paths, and advance your career.
🤝 Customer first, always 🧑💻 Fearless innovation ✅ Achieve together 💙 Everyone is valued
Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.
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United KingdomCapita is a leading provider of business process services, driven by data, technology and people. #CreatingBetter
Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences. Operating across eight countries, Capita’s 34,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology. We’re a vital support service for our clients, enabling the everyday interactions that we expect to run seamlessly, to run seamlessly. A publicly listed business with adjusted revenue of £2.4bn, Capita’s areas of focus are Central Government, Local Public Service, Defence, Learning, Fire & Security, Contact Centres and Pensions Solutions. We’re embracing change to respond to the ever-changing needs of society, creating better outcomes for all our stakeholders. Check out our community guidelines: capita.com/about-us/social-media-community-guidelines
Offices: 2 Kingdom Street, First Floor, London, England W2 6BD, GB
Capita is a leading provider of business process services, driven by data, technology and people. #CreatingBetter
Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences. Operating across eight countries, Capita’s 34,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology. We’re a vital support service for our clients, enabling the everyday interactions that we expect to run seamlessly, to run seamlessly. A publicly listed business with adjusted revenue of £2.4bn, Capita’s areas of focus are Central Government, Local Public Service, Defence, Learning, Fire & Security, Contact Centres and Pensions Solutions. We’re embracing change to respond to the ever-changing needs of society, creating better outcomes for all our stakeholders. Check out our community guidelines: capita.com/about-us/social-media-community-guidelines
Offices: 2 Kingdom Street, First Floor, London, England W2 6BD, GB
