Capita is an equal opportunity and disability confident employer. We are looking for a Technical Advisor who will deliver an accurate, efficient and quality service in line with service level agreements.

You will control and enhance the quality of customer outputs in order to deliver an excellent customer experience through coaching, action planning and process improvement and act as a key SME for any projects and provide input to solution design, testing, delivery and implementation, ensuring work undertaken is technically compliant and that risks are identified and raised in project risk registers

You will be based between home and our client site in Swindon (SN1 1HN) and will work Monday – Friday. What will you deliver?

  • Understand, build, maintain and enhance customer relationships
  • Build, maintain and enhance the team’s competence in order to improve delivery of the customer experience and to ensure we treat customers fairly
  • Accurately apply knowledge of relevant systems, products, processes and procedures when processing customer requests or answering questions within the team
  • Promote the provision of a first-class experience for customers and to share knowledge and expertise with other team members
  • Regularly evaluate actions taken to ensure success is measured, to build on success or to alter approach, if required
  • Challenge the activities inside and outside the team in order to improve the customer experience
  • Complete Root Cause Analysis on activities within the team to support recommendations for process improvements, prevention of issues and improved customer outcomes

    • What are we looking for?

  • Knowledge of products, services & systems:
  • Life and/ or Pensions (Occupational and/ or Personal Pension)
  • Platforms – Pulsar; Phase 3; IPAS (Merlin, Sterling, ES); CUTAS; FNZ; CPAS; BAQIS
  • Knowledge of procedures & technical standards
  • Significant knowledge of relevant legislation, FCA/PRA principles and in particular, Treating Customers Fairly
  • Market, risk and business awareness
  • Knowledge of the quality, complaints, breach and procedure frameworks

    • What’s next?

    If this role is of interest to you, please click below to register, apply and track your progress! A member of our Resourcing Team will review your application and be in touch.

    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.