RSPCA Customer Service Advisor

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.

Salary: 13 103,18 Per Annum

Operating hours

• RSPCA account operating hours are seasonal – October to March 08:00-18:00 and April to September 08:00-20:00

Shift communication and agreement

Training will be completed full-time at 37.5 hours.

The DC/Grad Bay and live shifts will be 20 hours per week on a seasonal rotation:

1st April until 30th September – 08:00-12:00 (non-working day to be confirmed in the training period)

1st October until 31st March – 10:30-14:30 (non-working days to be confirmed during the training period)

Training

• Training period will be at full-time hours at 37.5 hours per week (09:00-17:00) for three weeks.

Training location

• 100% in office

DC/Grad Bay shifts

• DC/Grad Bay will move on to part-time 20 hours. Shifts will be communicated in the training period, but it’s likely that these will be 10:30-14:30

DC location

• In office, until competency is gained. Unlikely to be the full length of probation but will only be allowed to work from home when agents can work unaided with minimal risk.

Live shifts

• Remaining on 20 hours, the live shifts will be seasonal:

1st April until 30th September – 08:00-12:00 (non-working day to be confirmed in the training period)

1st October until 31st March – 10:30-14:30 (non-working days to be confirmed during the training period)

• The operating hours could change based on Client or Capita requirements, but reasonable notice will be given
• Reasonable notice will be provided when shift changes are required.

Location when live

• In office, until competency is gained. Unlikely to be the full length of probation but will only be allowed to work from home when agents can work unaided with minimal risk.
• Following competency achievement – hybrid working, with a minimum of two days per week in office every week. This is a Client dependency, therefore we cannot currently accept those who cannot travel to site each week.

Job title:

RSPCA Customer Service Advisor

Job Description:

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

What will happen next?

• Choose ‘apply now’ to fill out our short application.
• Your application will be reviewed by our global recruitment team.
• You will be invited to attend a video interview with a member of the recruitment team.

Equal Opportunities

We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email reasonableadjustments@capita.com and we’ll get back to you.

Access to Work can help candidates with a physical or mental health condition or disability to get support in the hiring process, including communication support at interviews such as a British Sign Language interpreter. If you require this support you can apply for this support at https://www.gov.uk/guidance/apply-for-communication-support-at-a-job-interview-if-you-have-a-disabi… .

For more information about equal opportunities and process adjustments, please visit the Capita Careers website.

Location:

Rotherham

,

United Kingdom

Time Type:

Part time

Contract Type:

Permanent

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