At a Glance
- Tasks: Provide top-notch support to customers on Housing Benefits and Council Tax queries.
- Company: Join Capita, a leader in transforming public services with innovation.
- Benefits: Enjoy a competitive salary, generous holiday, and flexible working options.
- Other info: Be part of a diverse team with endless career growth opportunities.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Strong customer service skills and a proactive attitude are essential.
The predicted salary is between 29096 - 35562 £ per year.
We are looking for a professional and customer-focused Housing Benefits Customer Services Officer to join our Westminster Benefits Service team. In this role, you will provide high-quality support to Housing Benefit and Council Tax Support claimants, helping customers access the information, guidance and assistance they need. You will play an important part in ensuring service levels and team targets are achieved, while delivering a courteous, efficient and supportive customer experience. This is a varied role where you will manage your own workload, deal with customer queries, support face-to-face appointments, update case management systems and work closely with internal teams, external agencies and customers to help resolve enquiries effectively.
Responsibilities
- Managing your individual workload to ensure targets and team objectives are met.
- Providing a high standard of customer care, dealing with customers in a courteous and professional manner.
- Updating relevant systems, including Academy/EDMS notes, clearly and accurately.
- Completing daily work on EG for performance management purposes.
- Interrogating appropriate systems and contacting back-office teams or external agencies where required.
- Providing support through customer drop-ins, appointments and alternative locations, such as DWP offices.
- Supporting customers using self-service facilities and providing a fast-track scanning and document drop-off service.
- Offering general advice on Housing Benefit, Council Tax Support, other welfare benefits and potential Universal Credit entitlement.
- Supporting outbound calling activity to respond to customer queries and provide assistance as an alternative to a home visit.
- Providing support to the Visiting Service where required, including helping customers complete claims, gather information and understand entitlement.
- Ensuring information provided by customers meets relevant legislation, council policies and established procedures.
- Supporting back-office activity where required, with full training provided.
- Raising any issues with the Reception Manager in a timely manner.
- Completing mandatory training and assessments.
- Undertaking any other duties as required.
About You
- Strong customer service skills, with the ability to deal with a range of customer queries professionally.
- Good communication skills, both written and verbal.
- The ability to work accurately when updating systems and recording case notes.
- A proactive and organised approach to managing workloads and meeting targets.
- Confidence working with internal teams, external agencies and customers.
- The ability to handle sensitive information appropriately and follow established policies, procedures and legislation.
- A supportive and empathetic approach when dealing with customers who may require additional guidance or assistance.
- Willingness to complete training and develop knowledge of Housing Benefit, Council Tax Support, welfare benefits and related processes.
What’s in it for you?
- A competitive basic salary (£28,860)
- 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.
Equal Opportunities
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.
Customer Services Officer Reception in London employer: Capita
Capita's Gas Safe Register is an exceptional employer, offering a supportive work culture that prioritises safety and employee well-being. With competitive benefits including a company car, generous holiday allowance, and opportunities for community engagement through volunteering, employees are encouraged to grow both personally and professionally in the vibrant Colchester area. The commitment to diversity and inclusion further enhances the workplace environment, making it a rewarding place for gas professionals to thrive.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Officer Reception 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 Customer Services Officer Reception 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.
