Capita

Auditor

• Maintain a comprehensive and topical understanding of the prevailing PIPAG and Clinical Guidance Notes emanating from the Clinical Governance Team, pro-actively seeking clarity if required.
• Quality check a specified volume of reports per day against the criteria determined and communicated by the in-house Clinical Governance Team based on their interpretation of the most topical PIPAG.
• Provide, if necessary, constructive and impartial advice in the form of audit feedback to FS to enable them to amend and subsequently re-submit fit-for-purpose reports.
• As part of the audit feedback process to recognise strengths in the written reports making specific reference in the feedback.
• Provide constructive, impartial and supportive advice to FSs who contact the telephone support lines ensuring that the content of the conversation is, on every occasion accurately recorded in the appropriate section of CRM so FSQ colleagues can reference the interaction as part of any subsequent auditing which may be undertaken on the case discussed.
• As part of their Quality, Learning and Support process to alert the FSQTM where an emotional or clinical support requirement has been identified for a FS.
• Ensure continuous full compliance with Capita Group and Local Online Mandatory Training (OMT) and Continuous Professional Development (CPD) modules. – abiding to Capita’s policies and procedures.
• Maintain professional registration and Authority Approval and to act in accordance with the relevant UK Professional Code of Conduct, being accountable for your own practice and professional actions at all times.
• Contribute to clinical and service transformation including piloting new initiatives.
• Undertake any other duties, as required by the Business commensurate with the role.
• Be clinically calibrated to the standards set by the CMO and Clinical Governance Mgt. Team.

Auditor – Functional Specialist, Quality

Customer Support

• handle customer enquiries, provide assistance during emergency situations
• ensure every caller receives a professional and positive experience
• answer calls in a polite and professional manner, escalating customer queries
• handle a number of customer queries via telephone
• ensure day-to-day service delivery targets are met
• build sustainable relationships of trust with customers, team members and clients

Customer Service Advisor – Weekends & Bank Holidays

Inspector

• Manage the risk-based inspection regime against identified Large Businesses (employing a direct labour force and/or sub-contractors) by undertaking Managing Gas Safety Assessments and the co-ordination of planned field inspections working with all field staff.
• Ensure that Large Businesses work in compliance with recognised industry standards and that gas safety is managed effectively.
• Act as the day-to-day manager and central point of contact for the large businesses and GSMR relating to all technical/operational matters, ensuring that all GSR strategies are fully implemented, within assigned registrations.
• Work with and support all Field Operational Teams (OMs/Inspectors) to ensure that any monitoring requirements are effectively and efficiently undertaken and feedback is delivered in a timely and constructive manner.
• Support enforcement bodies (e.g. HSE and local authorities) where needed in dealing with large business activities.
• Effectively support the escalation of complaints against service (internal and external).
• Work through to a natural conclusion for complex or those of a sensitive nature that has been raised against a Large Business or GSMR.
• Effectively support the application of proportionate sanctions in a timely manner in respect of registered businesses.
• Maximise opportunities and minimise the risk to service that helps Gas Safe Register achieve its core objectives.
• Proactively ensure personal safety and the safety of others by ensuring that the companies Health and Safety Policy and risk assessments are adhered to.
• Support the business via Stakeholder activities as and when required.
• Support other departments as and when required e.g., Technical.
• Ensure all administration tasks are completed within prescribed timescales.
• Comply with Capita company policies.

Gas Inspector – Large Businesses, ACS Qualified

Customer Agent

• Supporting customers with a wide range of banking collections queries, including those who may be in vulnerable or challenging circumstances
• Providing clear, accurate, and professional guidance, tailored to individual customer needs
• Identifying signs of vulnerability and taking appropriate action to ensure customers receive the right support
• Handling customer complaints with care and professionalism, taking ownership to investigate issues thoroughly and resolve them fairly and effectively
• Accurately recording customer interactions, actions, and decisions across multiple banking systems to ensure consistency, auditability, and quality outcomes
• Using systems and processes confidently to support decision making and ensure the right outcome is delivered first time
• Offering suitable solutions while balancing customer wellbeing with regulatory and risk requirements
• Working collaboratively within a supportive, high performing team to deliver positive outcomes
• Developing your understanding of vulnerability, financial wellbeing, and banking products through ongoing learning and training

Customer Banking Agent

Account Manager

• Identify digital learning opportunities with existing and new customers that deliver value for clients and support revenue and margin growth
• Build trusted relationships with client stakeholders, understanding their priorities and helping shape solutions that meet their learning needs
• Work closely with sales, proposition, pre-sales and delivery teams to develop high-quality digital learning and content solutions
• Create and manage account growth plans, maintaining a clear pipeline of opportunities from initial discussion through to successful close
• Use client feedback, market insight and performance data to inform account strategy and identify new ways to improve our offer
• Keep account, pipeline and governance information accurate, supporting strong decision-making and a professional client experience

Digital Learning Account Manager

Executive

• Provides administrative support to customer service processes

Executive – Customer Management

Network Operations

• Resolve highly complex network faults
• Act as final point of escalation for 1st, 2nd, and 3rd Line teams
• Deliver service requests and perform network upgrades
• Maintain technical documentation and diagrams for services
• Provide training and support to Capita teams

Senior Engineer – Network Operations

Full-stack Engineer

• Design and develop Oracle HCM BI Publisher reports, focusing on data models and interactive templates.
• Build interactive dashboards and OTBI reports to deliver real-time HR metrics.
• Collaborate with business stakeholders to clarify reporting requirements.
• Unit test, debug, and optimize reports for accuracy and performance.

Software Developer

Financial Planning and Analysis

• Issue and chase invoices for cases
• Manual calculations
• Complete administration duties in an accurate and effective manner in accordance with the daily schedule. To include emails and telephone enquiries.
• Deliver a high standard of customer service, ensuring that each customer is happy with the service that they have received
• Work as part of a team to ensure service level agreements are adhered to
• Create and maintain consistent and accurate records

Finance Administrator

Manager

• Maintain accurate records of training assets, including inventories, configuration and lifecycle data
• Produce regular reports on asset performance, usage, risks and issues
• Line manage and develop the team, ensuring clear responsibilities and balanced workloads
• Oversee health and safety for all asset‑related activity, ensuring issues are logged and addressed promptly
• Manage asset‑related budgets, forecasting costs and controlling spend within approved limits
• Lead and manage third‑party suppliers, ensuring strong performance and compliance with SLAs
• Develop clear Tasking Order responses for Royal Navy equipment needs, including costs, scope and delivery plans
• Act as the key point of contact for equipment matters, ensuring solutions meet operational, safety and future capability requirements

Training Equipment Manager

• Resolve highly complex network faults
• Identify and manage escalated faults with 3rd party suppliers
• Support design and project teams

• Focus on business objectives and understand the importance of achieving internal and external service levels to eliminate financial penalties, improve customer satisfaction, and reduce complaints.
• Manage and motivate your teams to maximize performance and operational effectiveness, while maintaining high standards of claimant care and quality.
• Efficiently administer policies, procedures, and documentation, set objectives and performance targets, conduct internal checks for process adherence, and plan workloads.
• Collaborate with the Quality Learning Support team (QLS), Regional Clinical Team, and Clinical Governance Team to monitor quality and coach Functional Specialists.

Team Manager

Compliance

• Manage and maintain compliance documentation, ensuring records are accurate and aligned with current legislation
• Coordinate audits and support compliance checks, ensuring required evidence and documentation are in place
• Monitor updates to policies and regulations, communicating changes to relevant stakeholders
• Provide administrative and operational support, including coordinating meetings, tracking actions, and maintaining records
• Support process improvement by developing workflows, documentation, and operational processes
• Build relationships with internal teams and external partners, acting as a key point of contact for business support and compliance activities

Business Support – Compliance Officer

• Ensuring accurate reporting of vendor compliance
• Developing optimized vendor licence positions
• Working with Data Analysts to correctly identify software products that have been discovered on the hardware estate
• Identify opportunities to reduce licensing costs across all of Capita & Clients to achieve cost savings
• Process Proof of Entitlement to manually match to applications, where automatic reconciliation is not possible
• Reviewing / importing new purchase information from third party systems
• Developing and improving SAM lifecycle processes
• Qualifying and verifying all data sources required for SAM processing
• Analysis of market changes and assessing impact on vendor licensing

Software Compliance Analyst

Administration

• Working towards overall goals of the team in achieving excellent customer service
• Processing various pension administration tasks
• Dealing with member queries via multiple communication channels
• Complying with regulations and quality management systems
• Undertaking relevant training and improving pensions and internal systems knowledge
• Identifying and reporting risks, complaints, and breaches in a timely manner

Auditor – Functional Specialist, Quality

Customer Service Advisor – Weekends & Bank Holidays

Gas Inspector – Large Businesses, ACS Qualified

Customer Banking Agent

Digital Learning Account Manager

Executive – Customer Management

Senior Engineer – Network Operations

Software Developer

Finance Administrator

Training Equipment Manager

Senior Engineer – Network Operations

Team Manager

Business Support – Compliance Officer

Software Compliance Analyst

Pension Administrator