Consultant - Customer Engagement (m/f/d)

Turn your customer service experience into something more.

We’re looking for someone who is confident speaking with customers, but equally comfortable working with documentation, customer data and CRM systems. As a Consultant - Customer Engagement, you’ll manage customer queries, verification processes and written correspondence, taking ownership of cases through to resolution.

Job title:

Consultant - Customer Engagement (m/f/d)

Job Description:

What you will be doing :

• Answering/making calls to policy holders to assist/verify them
• Processing verification forms
• Following form rejection and returned mail processes
• Assisting customers with any queries/questions/complaints both verbally and in writing
• Extracting data and producing/sending letters for clients
• Setting up projects/clients in Sage CRM including clients email templates
• Supporting the client results process

Required Skills:

• English at C1 level or above, required for phone calls, emails and written customer correspondence.
• Polish at B2 level will be an adventage

• Previous experience in customer service, customer operations or a contact centre environment, ideally involving direct communication with customers.
• Experience working with customer documentation, such as forms, verification requests, applications or other case-related documents.
• Ability to learn and work with CRM systems; experience with Sage CRM is an advantage.
• Good problem-solving skills and the ability to handle customer concerns efficiently and escalate complex cases when necessary.
• Ability to work independently and collaboratively within a team.
• Customer-focused approach, with a professional and empathetic manner when dealing with policyholders.
• Basic computer skills and confidence in using business systems and Microsoft Office applications.

What’s in it for you:

• Mental Health Helpline and Employee Assistance Program - psychological, psychotherapeutic, and coaching support for you and your family.
• An extra day off for voluntary activities close to your heart
• 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
• Opportunity to become one of the Internal Trainers
• A multinational environment with strong ties to UK business culture
• LuxMed medical healthcare and Generali group insurance
• Multisport Plus / Classic or MultiKafeteria benefit systems
• A positive atmosphere with excellent work-life balance (a 30-minute lunch break included in the 8-hour working day)

What we hope you’ll do next:

Click ‘Apply now’ to fill out our short application form, so that we can find out more about you.

About Us:

Capita is the UK’s leading provider of business process services, consulting, and AI-enabled digital transformation solutions. We combine artificial intelligence, technology, data, and industry expertise to help public and private sector organisations solve complex challenges, improve services, and achieve better outcomes.

Every day, millions of people use services that we support across government and regulated industries. By bringing together people, technology, and intelligent solutions, we help our clients create simpler, more efficient, and more connected experiences for the communities they serve.

We are an equal opportunity employer and consider all applications regardless of gender identity, ethnicity, nationality, religion, age, sexual orientation, disability, or any other protected characteristic. We recruit, develop, and reward our employees based on their skills, performance, and passion for delivering results, while fostering an inclusive workplace where everyone can thrive.

In accordance with Article 13(1) and (2) of the General Data Protection Regulation (GDPR) of April 27, 2016, we hereby inform you that:

1. The Data Controller of your personal data is Capita (Polska) Sp. z o.o., with its registered office in Kraków, ul. Lubicz 23; Kraków, KRS 0000365071, REGON 142604890, NIP 5252488222. For any questions or requests regarding data processing, please contact us at: PrivacyPoland@capita.com.

2. Your personal data will be processed for the purposes of the recruitment process, including the assessment of qualifications, aptitudes, and skills required for the position you are applying for and/or for future recruitment processes, if you have expressed such consent by checking the appropriate box below.

3. Legal basis for processing your personal data:

a. Article 6(1)(c) of the GDPR (processing is necessary to comply with a legal obligation to which the controller is subject) and Article 6(1)(b) of the GDPR (processing is necessary to take steps at the request of the data subject prior to entering into a contract) to the extent specified in labour law (including, but not limited to, to the extent resulting from Article 22(1) § 1 of the Labour Code, such as name and surname; date of birth; contact details (mailing address); education; previous employment history),

b. Your consent – to the processing of other data provided in your CV and cover letter if you voluntarily provide us with data other than those requested, and to the processing of your personal data in future recruitment processes if you consent to participate in such processes,

c. Our legitimate interest (Article 6(1)(f) of the GDPR) – in respect of data collected during the job interview, as well as test results. We have a legitimate interest in verifying your skills, aptitudes, and the legality of your residence and employment – we need this to assess whether you are suitable for the position.

4. Your personal data will be transferred to a processor outside the European Economic Area (EEA), located in the United Kingdom, as part of the recruitment process, as well as to hiring managers located in various locations in the United Kingdom, Ireland, and Switzerland. For transfers of personal data to the United Kingdom, Northern Ireland, and Switzerland, the European Commission has determined an adequate level of data protection. Where your personal data is transferred to a processor outside the European Economic Area (EEA) and the transfer involves countries not designated by the European Commission as providing adequate legal protection for personal data, we will take steps to ensure adequate protection of the information, for example, by entering into appropriate data transfer agreements based on standard contractual clauses approved by the European Commission, referred to in Article 46.2 (c) of the GDPR, or by other appropriate means.

Your personal data will be transferred to recipients participating in the recruitment process and employment, i.e., companies dealing with residence/employment legalization, medical examinations (Luxmed Sp. z o.o.), occupational health and safety training (Safety Umbrella Sp. z o.o.), HR services (Human Resources) and payroll services (AdAc Sp. z o.o.), as well as companies affiliated with the Capita Group. After a successful recruitment process, your data will be shared with the medical facility with which the Data Controller has signed an agreement to conduct preliminary examinations, with this facility being a separate Data Controller. Your personal data may also be disclosed to entities and bodies authorized to process such data.

5. Your personal data will be stored from the date of submission of your CV:

a. for a period of 6 months for the purpose of processing your personal data in the current recruitment process to which you applied;

b. for a period of 12 months if you consent to the processing of your personal data for future recruitment processes.

6. You have the right to request access to your personal data, to rectify or erase your data, restrict its processing, or transfer your data. The right to withdraw consent at any time does not affect the lawfulness of processing based on consent before its withdrawal.

7. You have the right to object to the processing of your data at any time. In such a situation, the Controller will cease processing your data for the above-mentioned purposes, unless the Controller demonstrates that there are compelling legitimate grounds for processing your data that override your interests, rights, and freedoms, or that your data is necessary for the establishment, exercise, or defence of legal claims.

8. Providing your personal data within the scope provided for in labour law, including in particular the scope provided for in Article 22(1) of the Labor Code, is mandatory. This data is required by law and is necessary for you to participate in the recruitment process. Failure to provide your data will result in your inability to participate in the recruitment process. Providing the remaining data is voluntary.

9. AI may be used during the recruitment process, however your personal data will not be subject to automated decision-making, including profiling.

10. You have the right to lodge a complaint about the unlawful processing of your personal data with the supervisory authority: the President of the Personal Data Protection Office (UODO, ul. Stawki 2, 00-193 Warsaw).

Location:

Kraków

,

Poland

Time Type:

Full time

Contract Type:

Fixed Term (Fixed Term)

Capita is an AI-enabled business services partner. We work with organisations across the public and private sectors, helping them deliver better, more efficient services. Every day, millions of people rely on services we support across central and local government and regulated industries.

We combine technology, data and AI with the expertise and judgement of our people to help clients solve complex challenges and deliver better outcomes for the people and communities they serve.