We currently have a number of new exciting opportunities available to join our TVL Customer Service and Retention Team as a Customer Service and Retention Team Advisor.

The Customer Service and Retention Advisor will take incoming calls from TV Licensing customers with varied requests from setting up a new licence or advising us of a change of address to asking questions regarding our policies and regulations.

You'll take a conversational retention approach, building trust and rapport with each customer through straightforward, open, and honest conversations, to get a real understanding of their viewing habits and needs for a TV Licence.

This is a specialist role where you will be approaching your calls in a different way, questioning the customer to find out about their viewing habits and providing advice to them on their licensing requirements.

The successful candidates will be rewarded with a £21,684 pa basic salary on a permanent full-time contract.

The role offers hybrid working arrangements (to be considered, candidates must live in a commutable location to our assigned Darwen office for office working).

37.5 hours per week on rotational shifts between 08:30 & 18:30 Monday to Friday.

Start date – 18th March 2024

Job title:

Customer Service and Retentions Representative - TV Licensing

Job Description:

What we’re looking for:

You will need to have excellent communication, listening and questioning skills, be customer focused, computer literate with the ability to work under pressure while meeting agreed targets.

Previous Contact Centre experience would be an advantage and experience within a Customer Service role is essential. You don't need to have sales or retention experience if you have the right attitude, however you will be given training which will provide you with all the skills and knowledge needed to thrive and be a success in this role. We also welcome applications from Welsh Language speakers of all levels.

About Capita TV Licensing:

At Capita TV Licensing, we’re supporting the world’s oldest national broadcaster. We harness the latest technology so the BBC can continue to create high-quality, independent programmes that inform, educate, and entertain millions of people around the UK, and the world. Our teams visit four million addresses each year to check for license evaders, and they generate over £65 million of revenue, helping to fund the running of the BBC. Join us and discover better as you shape the future of public television.

What’s in it for you:

• A competitive basic salary of £21,684 pa
• 23 days’ holiday (rising to 28) 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
• Company matched 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

You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of 52,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

We’re an equal opportunity employer, which means we will consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes.

Location:

Darwen

,

United Kingdom

Time Type:

Full time

Contract Type:

Permanent