At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service in a 24/7 environment.
- Company: Capita, a leader in consulting and digital services with a focus on innovation.
- Benefits: Up to £37,000 salary, 30% shift allowance, extensive training, and career progression.
- Other info: Join a diverse team committed to your growth and success.
- Why this job: Make a real impact while developing your skills in a supportive, inclusive environment.
- Qualifications: Strong leadership skills and understanding of ITIL environments required.
Join our Service Operations team at Hillview House Newtownabbey as a Shift Lead and play a key role in delivering exceptional customer experience, strong operational governance, and high performing service delivery across a 24/7 environment. Strong understanding of ITIL environments and SLA-driven service delivery.
As a Shift Lead, you will provide frontline leadership to ensure customers receive a consistently high-quality service. You'll oversee shift performance, act as an escalation point, support your team's development, and lead structured communication during incidents. Act as the primary contact for customer issues, ensuring high-quality, timely communication. Coordinate with field teams and third parties to maintain seamless service delivery. Support and contribute to root cause analysis and ongoing service improvement.
Shift Leadership- Lead, support, and guide the shift team, ensuring consistent execution and service focus.
- Allocate work effectively and maintain operational visibility across the shift.
- Provide coaching, feedback, and in-the-moment mentoring to build team capability.
- Ensure smooth shift handovers with complete, actionable information.
- Identify and drive improvements in processes, monitoring, and ways of working.
Capita is a dynamic leader in consulting and digital services, helping some of the UK's most recognised organisations transform and thrive. Our work spans diverse sectors - government, healthcare, education, and finance - offering you the chance to contribute to projects that impact millions of lives. At Capita, you'll be part of a collaborative, forward-thinking team that values creativity, growth, and inclusion. We're committed to your development and success, providing opportunities to learn, progress, and shape better outcomes for customers and communities.
A salary of up to £37,000 per annum DOE along with an attractive 30% shift allowance.
- Extensive training opportunities to support technical and professional development.
- Opportunities for career progression within Network Engineering and Technology Operations.
- 23 days' holiday (rising to 27) with the opportunity to buy extra leave.
- Free parking onsite at Hillview House.
- Company matched pension, life assurance, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks.
- Volunteering for our charity partners or a cause of your choice - opportunity to take a paid day out of the office.
- 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.
- Opportunity to gain additional qualifications through our Learning Academy or apprenticeships to help develop your career.
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.
We're an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. 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 and we'll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.
Business Operations Manager Contract Full Time in Antrim employer: Capita Shared Services Limited
Capita is an exceptional employer located at Hillview House in Newtownabbey, offering a dynamic work environment that prioritises employee development and inclusivity. With extensive training opportunities, a commitment to career progression, and a range of attractive benefits including a competitive salary, generous holiday allowance, and support for volunteering, Capita fosters a culture of collaboration and innovation. Join a diverse team dedicated to making a positive impact across various sectors while enjoying the advantages of a supportive workplace.
Contact Details:
Capita Shared Services Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Business Operations Manager Contract Full Time in Antrim
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Capita Shared Services Limited. 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 Shared Services Limited 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 Business Operations Manager Contract Full Time in Antrim
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 Shared Services Limited:Your cover letter is your chance to shine! Tell us why you want to work at Capita Shared Services Limited 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 Shared Services Limited!
How to prepare for a job interview at Capita Shared Services Limited
✨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.
