Working at Capita Testimonials, Roger, "The most important part is who you are as a person, not if you can work the computer system."

Roger's Story

Where do you currently work and what do you do?

I work for Capita at Dearne Valley, I am a customer service advisor for Southern Water.

When did you start working at Capita?

 I started last year around January, February sort of time.  I have moved around departments as new opportunities came up. 

Can you take me through a typical day at work?

My hours are usually the same, either 8-4 or 8-4.30 Mon to Friday or Thursday to Saturday, I get 2 days off a week one is always a Sunday.

When I arrive, I log in and set up the system, which can sometimes be challenging as with all systems, they can be temperamental at times. Once I am set up I start taking calls. 
My department generally handles calls from customers moving in and moving out but if we can we will try to help with other queries if we get them. 

What was the application process like?

I had an induction that lasted a couple hours, and I filled in some forms.

The Blue Arrow team gave a talk as did the employers, then we were given our start dates and all of the information we needed about the job, like the hours and shifts. 

What were you most nervous about before you started? 

I first came across Blue Arrow when I was unemployed, they were advertising the jobs for Capita and they gave me lots of information and advice about it, they gave me the opportunity to apply for the job. Blue Arrow does have a great reputation for being the best recruitment agency, so I knew I was in good hands. 

Did you receive any training before you started?

I did 2 weeks training in a classroom, then a month of training. It was quite intense as there were lots to learn, overall I guess it was about 6 weeks. After I started we then learned on the job with advisors walking around who helped when needed. 

Are you aware of any career progression or self-development options?

The temporary to permanent way suits me.  I am only about 18 months away from retirement, so I am happy to stay as I am with no grand career development plans. I just want to get on and do my job.

What do you like most about your job?

Well, it’s quite an easy job if you can talk to people and interact you can do the job, the most important part is who you are as a person not if you can work the computer system. I get a lot of satisfaction from the work. 

What do you dislike most about your job?

There is nothing I really dislike you know, I enjoy my job. Sometimes it can be a bit stress ful when customers are frustrated but that does not just happen in call centres, it is like that anywhere when you are working with people. 

What would you change if you could?

There is not much to change really, a three-day week for the same money would be great! But no, really it is all fine. It is easy for me to travel to as I am only about 20 minutes away.

I guess the breaks could be a little longer to give us more time to do what we need to do and get in and out of the building.

What is your work environment like?

It is a really good, nice department in one huge single level office. I sit on a pod of 9 people which is really nice. I get to work with the people I trained with. Soon we will be moving into an office that has been refurbished with long rows for us to sit at, but I prefer the pods because you can interact a bit more with your colleagues and you are not looking at a blank wall.

What are your fellow team members like?

They are really brilliant, we get on well, have a laugh and a joke. I have no problems with the team at all, the management are great too. 

Do you receive on the job support from management?

Yes lots! Our team leader sits on the same pod, which is ideal because if I have got a problem she can help straight away.

Would you recommend your job to a friend?

Yes, it's not for everybody you know, you have to be a certain type of person. It suits me because I like to interact with people. I have recommended twice now. 

The main thing is that you need to enjoy the job, you need to like talking to people and being friendly, if you are that kind of person it is a great job. 

I do just want to say that the staff in Blue Arrow office are just brilliant, they are very supportive and to be honest, with people like that there to help I would keep going back again and again. If I have a problem they will always help me, they are just excellent. I hope that the branches are here to stay because the face to face support they offer is just brilliant. 

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