Customer Experience Coordinator

31 Mar 2019
23 Apr 2019
Contract Type
Full Time
Becoming a Customer Experience Coordinator with Capita IT & Networks:

Due to continued growth Capita IT & Networks are looking for an experienced Customer Experience Coordinator to join their high performing team based in Newtownabbey. The successful candidate will be responsible for improving the end users’ perception of the operational service Capita delivers to our clients. The role will work primarily to support Client Services to collaboratively deliver a number of activities which gather feedback for analysis, with the aim of providing improvement recommendations.

This role is offered on a full time permanent basis.

What you will do:

* Analyse customer service feedback for continuous improvement and process enhancement identification

* Customer complaint and compliment management through to resolution

* Management and administration of the Incident Survey Process end-to-end

* Carry out a variety of surveys/feedback gathering via email, phone, or site visits

* Quality Monitoring of customer communications

* Presentation of customer satisfaction results and outcomes and chairing Continuous Improvement Forums

About you:

* Exceptional interpersonal skills with strong written and verbal communication skills

* Excellent PC skills, experienced user of Microsoft Office package

* High levels of attention to detail and results oriented

* Excellent problem solves and prioritisation skills

* Ability to quickly understand complex issues and focus on solutions using data/analysis

* Evident of interpreting results and producing actions plans

About Capita IT & Networks

Capita IT & Networks are a division of Capita plc, delivering a portfolio of IT infrastructure and network solutions covering everything from strategic and technical consulting, through to full outsourced solutions. We’re currently one of the top five providers in the industry, and a market leader within the UK public sector with the number one market share in local government, education and health. We need your technical know-how to support us in offering our exceptional, scalable range of capabilities.

Capita IT & Networks are part of Capita Plc, the UK’s leading provider of business process management and integrated professional support service solutions. We believe an open, transparent working environment that encourages ingenuity and collaboration – with colleagues, customers and clients – is what makes us so effective at what we do. With access to our range of unique and diverse opportunities, offering real career advancement and progression, we can unlock your potential too.

What’s in it for you?

* A competitive basic salary

* 23 days holiday (rising to 27)

* Pension, life assurance, holiday buy, a cycle2work scheme…and plenty more

* Voluntary benefits designed to suit your lifestyle – from retail and socialising, to health & wellbeing and leisure discounts

Don’t underestimate the fact that you’ll also be joining a network of some of the most experienced, innovative and dedicated people in the country - the opportunities to learn new skills, develop in your career and grow and as we grow are almost endless. Our mission is to help you realise your potential – whatever that means to you.

What we hope you will do next

Help us find out more about you by completing our short application process – click apply now. We understand you might have some questions before taking the step to apply – you can contact for guidance.

Capita operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.

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Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.

If you are successful with your application, you will need complete Capita's vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check

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