At a Glance
- Tasks: Lead and design a remote omnichannel contact centre for seamless service delivery.
- Company: Capita plc, a leading company in the BPS service model.
- Benefits: Flexible working, competitive salary, and opportunities for professional growth.
- Other info: Join a dynamic team in a fast-paced environment with career advancement potential.
- Why this job: Shape the future of customer service with innovative solutions and cross-functional teamwork.
- Qualifications: Experience in contact centre operations and strong leadership skills.
The predicted salary is between 63000 - 77000 £ per year.
Capita plc in City of London is seeking an experienced Contact Centre Operational Lead to design, mobilise and run the centre as a core capability across the BPS service model.
You will own the end-to-end operating model and drive cross-functional collaboration to deliver reliable, multichannel service delivery.
The role focuses on service blueprinting, detailed operating models, and ensuring alignment with ERP/CRM systems and knowledge-management platforms.
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Remote Omnichannel Contact Centre Lead employer: CAPITA PLC
Capita TV Licensing is an exceptional employer that prioritises employee growth and well-being, offering a competitive salary of £31,650 along with a company car or generous car allowance. With a flexible working schedule tailored to fit your lifestyle, comprehensive training, and a supportive work culture, you will have the opportunity to engage with diverse communities while making a meaningful impact in public broadcasting. Join us in Reading and unlock your potential in a role that values professionalism, empathy, and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Omnichannel Contact Centre Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CAPITA PLC. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like CAPITA PLC before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Remote Omnichannel Contact Centre Lead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to CAPITA PLC:Your cover letter is your chance to shine! Tell us why you want to work at CAPITA PLC specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at CAPITA PLC!
How to prepare for a job interview at CAPITA PLC
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
