At a Glance
- Tasks: Handle calls and emails, provide updates, and manage client expectations.
- Company: Join a supportive team in a dynamic customer service environment.
- Benefits: Competitive pay, flexible hours, and paid breaks.
- Other info: Great opportunity for career growth in a fast-paced setting.
- Why this job: Make a difference by helping clients and solving their issues.
- Qualifications: GCSE Maths and English, strong communication skills, and IT knowledge.
The predicted salary is between 10 - 15 £ per hour.
Location: Coventry, CV6 4BX (Fully onsite)
Contract Length: ASAP to 15th May 2026
Payrate: £12.33/hr.
Hours: 37.5/week
Core hours: 9:00am-5:00pm with a 30‑minute break. Also includes paid 15‑minute AM & PM breaks.
Job Purpose
To receive incoming calls and emails regarding Interventions. To receive and process requests for files/documents which may be held in the SRA's intervention Archive.
Key Responsibilities
- Handle incoming telephone calls and emails from clients and solicitors, provide updates on cases and explain actions needed and reasons why.
- Identifying Client needs, providing solutions and managing client expectations.
- Escalating customer issues with management when required.
- Receive, assess and acknowledge incoming documentation and direct appropriately.
- Updating In House databases with accurate and up to date information.
- Link incoming documents to existing applications and update records.
- Interrogate databases and spreadsheets to locate information regarding interventions, requests and files and documents.
- Taking responsibility for chasing information and keeping clients updated.
- Support the intervention process.
- Ensure all aspects of confidentiality are strictly observed.
- Ability to comply with Health & Safety instructions and guidance.
- Provide support as and when required to the Team Leader including any other tasks which will be in line with customer and business needs.
- Ensure all responsibilities to be carried out in line with local and company guidelines.
Key Skills & Qualifications
- GCSE Maths and English
- Good knowledge of MS office and a working knowledge of general IT systems
- Excellent communication skills both oral and written with the ability to communicate at all levels.
- Excellent Listening Skills and the ability to manage calls in a timely and effective manner.
- Excellent customer service skills - the ability to effectively communicate clearly with demanding customers.
- Excellent attention to detail with the ability to work accurately under pressure and "right first time" approach.
- Excellent organisational skills, ability to prioritise work and multi-task.
- Ability to work to tight deadlines.
- Ability to follow processes and procedures.
- Ability to work with minimal supervision on routine matters but recognise when escalation or further guidance is needed.
- Ability to work as part of a team.
- Ability to work flexibly in a changing environment with a "can do" attitude with all tasks in line with customer and business requirements.
- Experience of manual handling.
Customer Service Agent in Coventry employer: Capita
As a Customer Service Agent in Coventry, you will join a dynamic team that prioritises employee well-being and professional growth. Our supportive work culture fosters collaboration and innovation, offering comprehensive training and development opportunities to help you excel in your role. Enjoy a competitive pay rate, flexible working hours, and a commitment to maintaining a healthy work-life balance, making us an excellent employer for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Agent in Coventry
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Capita. 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 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 Customer Service Agent in Coventry
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:Your cover letter is your chance to shine! Tell us why you want to work at Capita 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!
How to prepare for a job interview at Capita
✨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.
