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Customer Service Advisor Job Description

As a Customer Service Advisor on Capita’s TV Licensing team you will be taking incoming calls from customers with varied requests from how to set up a new Licence, change personal details or questions regarding TV Licence policies and regulations.
This job role will require the warmest, friendliest, most engaging and understanding individuals to help manage inbound calls from customers.

The main priority will be to ensure that every customer is helped with their query, feels reassured and comes away not only happy but feeling as though they have received a personalised and premium service.

Key Responsibilities


  • Receiving incoming calls from TV Licensing customers, their friends or their family to assist with setting up future payment plans for their TV Licence.
  • Handling a variety of requests and queries regarding new Licences, policy and regulation queries and changes to personal details.
  • Accurately capture data and enter it into the relevant systems.
  • Provide a quality service that resolves issues first time and promotes the legal requirements for a TV Licence.
  • Embrace in house training and development opportunities.

Essential Skills & Attributes


  • Excellent verbal communication skills.
  • Empathy and understanding.
  • Strong listening skills.
  • Problem solving abilities.
  • IT literate.
  • Fluent in both written and spoken English.
  • Accuracy and attention to detail.


Key Benefits


  • Competitive salary.
  • 28 days’ holiday (including public holidays).
  • Pension scheme.
  • Wide range of discounts on many products and services.
  • Childcare scheme.
  • Interest-free season ticket loans.
  • Monthly incentive schemes.

Technical experience and official qualifications are not the most important things in a role like this, it is who you are and the skills you naturally possess that make you an outstanding Customer Service Advisor. Skills such as these cannot be taught, they are simply a part of who you are, and your natural ability is exactly what we are looking for.

All you have to do is bring your natural people skills to work every day and Capita will support you in any additional training and development you may want or need to ensure you are pushing your boundaries and challenging yourself to learn and grow.