At a Glance
- Tasks: Lead the design and operation of a dynamic Contact Centre model across multiple channels.
- Company: Join Capita, a leader in efficient business process outsourcing.
- Benefits: Enjoy competitive salary, remote work, generous holiday, and paid volunteering days.
- Other info: Unlock your potential with endless career growth opportunities at Capita.
- Why this job: Make a real impact by enhancing customer experiences in a diverse environment.
- Qualifications: Extensive experience in managing multi-channel Contact Centre operations is essential.
The predicted salary is between 56250 - 68750 £ per year.
Responsibilities
- Owns the design, mobilisation and ongoing operation of the Contact Centre operating model.
- Leads the development of the Contact Centre service blueprint, high-level and detailed operating model.
- Defines how the Contact Centre will operate across voice, email, chat, service requests, virtual agents, automation-enabled journeys and assisted channels, ensuring a consistent experience for users and advisors.
- Works with technical, integration and operational teams to ensure the Contact Centre aligns with the Capita contact centre capability.
- Leads client, SI, Hub, third-party and internal workshops to agree operational scope, channel responsibilities, resolver ownership, routing assumptions, dependencies, risks and decisions required to establish a coherent end-to-end service.
- Owns operational readiness for the Contact Centre, including training input, knowledge requirements, schedule alignment, cutover preparation, dress rehearsals, service acceptance, hypercare planning and transition issue resolution.
- Establishes operational controls for the live Contact Centre, including queue visibility, demand and capacity management, quality monitoring, performance reporting, CSAT and user feedback, SLA/KPI tracking and continuous improvement routines.
About You
- Extensive experience leading live Contact Centre, contact centre or shared service operations in a complex, multi-channel environment, ideally supporting public sector or large-scale business process services.
- Strong experience designing and operating service models across people, process, technology, data, knowledge, quality, reporting, workforce management and governance.
- Proven ability to mobilise and stabilise new or transitioning services, including cutover planning, operational readiness, hypercare, defect and issue management, and continuous improvement after go-live.
- Experience of managing omnichannel service delivery, including voice, email, chat, service request handling, virtual agents, assisted channels and escalation to specialist resolver groups.
- Strong understanding of Contact Centre performance management, including queue management, demand forecasting, resource planning, quality monitoring, CSAT, user feedback, SLA/KPI management and service improvement.
- Able to work with technical and operational teams to translate solution capability into workable operating procedures, integration requirements, hand-offs, controls and live service behaviours.
- Experience working with ERP, CRM, contact centre, workflow, reporting and knowledge management platforms, with the ability to ensure operational processes remain aligned to system capability.
About Capita
Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences.
What's in it for you?
- A competitive basic salary.
- Work from home.
- 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.
Unlock Your Potential with Capita
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. Join us and discover a career with purpose.
AI & Fair Recruitment at Capita
At Capita, we use technology, including AI-enabled tools, to help us manage applications consistently and fairly. These tools support our recruitment teams, they do not make hiring decisions. Every application is reviewed by a trained member of our Talent Acquisition team, and all decisions are made by people. If you need any adjustments during the process, we’re here to support you.
How We Use AI in Our Hiring Process
To help us deliver a fair, consistent and efficient recruitment experience, Capita uses AI-assisted technology at some stages of the process. These tools simply help us organise and assess information, they do not replace human judgement. All decisions are made by our recruitment team and hiring managers. If you have any questions or need adjustments, please let us know and we’ll be happy to support you.
At Capita, we're committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer; we want to hear from you if you'd like to discuss any adjustments you might need during your recruitment process.
Contact Centre Operations Lead in London employer: Capita
Capita Pension Solutions is an excellent employer, offering a dynamic work culture that prioritises accuracy and data integrity in the pensions sector. With a strong focus on employee growth, you will have the opportunity to advance within a growing consulting practice while working remotely on complex projects that make a meaningful impact. The supportive environment encourages continuous learning and collaboration, making it a rewarding place to develop your career.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Operations Lead in London
✨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 Contact Centre Operations Lead in London
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.
