Home based National Trust Customer Service Advisor Remote
Job description
National Trust Customer Service Advisor
Free access to National Trust sites
Wide ranging discounts on retail, health & wellbeing, travel, technology and much more!
Location: Homebased
Hours: Full-Time - 39.5 hours per week. Working 5 days out of 7, 9am to 5:30pm Monday to Friday and 9am to 5pm Saturday and Sunday
Contract: Permanent
At Capita Experience, we’re experts in every aspect of customer experience. Our success is built on over 40 years of understanding this market and doing what we do best – truly transforming our clients’ customer management operations. We’re proud to work for some of the best-known brands in the country, and we’re trusted to provide best-in-class customer support experiences. Our ambitions go far beyond making customers happy – we aim to turn them into ambassadors, people whose actions and recommendations will boost the reputation and support the growth of our partners, helping their organisations to be successful.
Job title:
Home based National Trust Customer Service AdvisorJob Description:
Our client, the National Trust, protects and cares for places so people and nature can thrive. As the biggest conservation charity in Europe, it looks after hundreds of houses and close to a million objects, along with vast areas of coastline, countryside and green spaces, for everyone’s benefit. Our dedicated teams make sure that millions of the Trust’s supporters are well looked after, and our frontline customer service team are a vital part of that.
We are looking for customer advisors to join Capita, working on behalf of the National Trust, where you will use your love of national heritage to help build meaningful, stress-free relationships with supporters, members and volunteers.
You might be guiding them through organising a new membership, helping them create a gift for someone special or supporting them through the donations process. Either way, you’ll put them at ease and help them get the most out of their experiences, whether you’re connecting via telephone, email or webchat. This is an exciting, remote working opportunity to join an outstanding customer service team.
You’ll be able to immerse yourself in all things National Trust with free access to National Trust landmarks, gardens, trails, coastlines and landscapes, to enjoy and explore with friends and family. You will also have the opportunity to help out at a place the National Trust looks after several times a year. While there, you’ll be able to meet colleagues, supporters, members and volunteers face-to-face.
We offer structured training and development to support you right from the get-go and give you the opportunity to continue learning and growing, with access to online learning.
Your passion for the National Trust will help you to build strong relationships with supporters, members and volunteers, and you’ll enjoy finding answers and solving problems through your knowledge and use of our systems. With excellent communication skills, you’ll have no problem adapting your style to suit different people and giving them clear, concise and accurate information. As well as sharing best practice with your colleagues, you’ll be able to identify potential opportunities and initiatives that will ultimately deliver improvements for the National Trust.
What you’ll be doing:
A day in the life of our customer advisors is varied. You will be owning the end-to-end service resolution of customer enquiries on phone/email or webchat, which means:
- You’ll create easy, stress-free interaction for all supporters, members and volunteers by giving relevant information to help support them in answering their query or resolving their problem
- You’ll handle enquiries with empathy and integrity by ensuring each customer is treated with due care and provided the best level of support
- You’ll be capturing vital information in interactions to ensure data quality of supporters, members and volunteers is accurate and up to date
- You’ll work effectively with internal and external stakeholders to ensure exceptional service
- We will arm you with the essential training and support tools to be successful. You will take ownership of your ongoing learning and development to continuously improve your customer service skills. Customer experience is continuously evolving. You will identify and highlight opportunities for improving service delivery for member experience
What we’re looking for:
- Experience in a customer-facing role is useful, but it’s not essential for your success in this role
- You take pleasure in solving problems – you may not always know the answer, but you’ll know when to look and you’ll be determined to find it
- You are interested in people and want to listen and understand what they need
- You are a team player who can work collaboratively in a remote environment
- You can communicate clearly in written as well as spoken English
- You are resilient and able to support multiple customer priorities
- You enjoy working with new technology in support of customer outcomes
- You have a quiet and private space to work at home with a strong WiFi connection
What’s in it for you?
We care about your experience on the frontline as much as you’ll be caring about our supporters. That’s why we invest in your health and wellbeing, both inside and outside of work. Here are some of the great benefits you’ll experience when working with us:
- a competitive basic salary of £20,404 per annum
- 22 days’ holiday plus public holidays (if you are scheduled to work on a bank holiday, you will receive a day in lieu).
- 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 and 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.
- free access to places the National Trust looks after
You’ll get the chance to join a network of 55,000 experienced, innovative and dedicated individuals, working across the Capita landscape. There are countless opportunities to learn new skills and develop with us, there may even be the opportunity to extend your contract further. We will provide you with the support you need to do all of this, because our purpose is to create a better future for you.
What will happen next:
- Choose apply now to fill out our short application
- Your application will be reviewed by our global recruitment team
To view our Covid-19 and process adjustments information, please visit the Capita Careers site.
Equal Opportunities
We’re an equal opportunity employer, which means we’ll 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, and we’re committed to creating an inclusive environment for all employees. During the application process, you’ll be asked to share your personal characteristics and data with us. This helps us understand our audience so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive.
Location:
Home-Based - GBR,
United KingdomTime Type:
Full timeContract Type:
Permanent
