Capita

Events

• Plan and deliver a programme of high impact, cost effective events to support the marketing strategy and the business’s objectives.
• Deliver excellence in the marketing function by providing specialist event services and advice in line with brand guidelines, team processes, internal policies, agreed standards, legislation and regulation.
• Create, manage and evaluate quality, compliant and creative events across all channels.
• An advocate of the importance of events in successful marketing, the Events Executive will work with colleagues to contribute to the growth and development of the organisation.

Events Coordinator

Customer Support

• Ensure that customer issues and concerns are answered efficiently and effectively
• Coach others and support the resolution of escalated complaints in accordance with business, policy and legal requirements
• Achieve customer and client KPI targets in relation to all contacts received via multiple channels working within the requirements of data protection legislation
• Deliver an excellent customer experience by providing a customer-focused, right first-time service, managing any customer complaints to a satisfactory conclusion
• Respond to all contacts from both internal & external customers made via all the available channel
• Accurately capture data and enter it on to the relevant systems

Customer Service Advisor – Out of Hours

Analyst

• Coordinate governance activities, including stage gates, reviews and reporting packs.
• Build and maintain plans and schedules, managing assumptions, dependencies and constraints.
• Manage RAID and action logs, escalating risks and issues at the right time.
• Apply change control processes across the project and programme lifecycle.
• Support resource planning by tracking demand and highlighting gaps and pinch points.
• Analyse data and produce clear dashboards and insight for stakeholders.

PMO Analyst

Product Designer

• Design, configure and enhance Amazon Connect contact flows, routing, queues and agent experiences
• Implement AWS-native capabilities including Amazon Q, Contact Lens, Lex, Lambda and IVR/IVA logic
• Integrate Amazon Connect with external systems (e.g. CRM, ERP, case management, knowledge platforms) via APIs and secure authentication
• Lead customisation of widgets, chat interfaces, callbacks and omnichannel orchestration
• Optimise telephony and digital pathways to improve containment, handle time and resolution
• Shape intuitive customer and agent journeys across voice, chat and digital channels
• Apply UX and service design principles to reduce friction, increase self-service and improve accessibility
• Map and redesign end-to-end customer journeys to improve efficiency, accessibility and experience
• Conduct UX/UI evaluations for customer entry points and agent user interfaces
• Design conversational AI journeys that are intuitive, natural and guidance-rich
• Champion simplicity, consistency and inclusive design across all channels
• Use real-time analytics, Contact Lens insights and behavioural data to identify improvement opportunities
• Define and monitor UX metrics including customer effort, containment and agent experience indicators
• Partner with MI and analytics teams to embed continuous improvement cycles
• Support testing, validation, release cycles and post-deployment assessments
• Ensure all customisations align to Capita security standards, AWS best practice and compliance frameworks
• Maintain clear documentation of designs, flows, integrations and architectural decisions
• Ensure UX, IVR and IVA content meets accessibility and inclusive design standards

Senior UX Specialist, AWS

Communications

• Provide strategic counsel to senior leaders
• Responsible for managing and developing a team
• Collaborate with key stakeholders to manage reputational risk
• Own the narrative supporting business priorities
• Develop and execute communication and engagement plans

Communications, Engagement & Stakeholder Lead

Operations

• To lead a team of Pensions Team Managers, to deliver first class, high quality service.
• Empower the team and provide support to ensure that staff increase their technical competency, improve the efficiency of their delivery and achieve the agreed level of quality output, whilst ensuring individual, team, and departmental objectives are met.
• Develop and maintain relationships with relevant stakeholders and/or clients.
• Maintain a clear understanding of the client’s requirements through demonstrating a good understanding of their contractual expectations
• Ensure that teams manage the Performance Management process including setting objectives, appraisals process, staff development and training and competence framework to assist staff achieve their full potential and help maintain and improve staff motivation and morale.
• Regularly review the effectiveness and efficiency of existing systems and controls and make suggestions to continually enhance service delivery, improve processes and reduce potential complaints and business risks.
• Identify complaints at the earliest opportunity with a positive attitude, addressing the true root cause and implementing effective corrective action in order to prevent re-occurrence.
• Effective resource management, including short and long term demand data analysis and evaluation of resource availability to ensure contracted and operational targets are achieved.
• Supporting the use of the AI Tools, technologies, and process improvements to enhance service and improve member experience.

Pensions Operations Manager

Manager

• Engages directly with customers in support of the clarification or shaping of needs
• Solution architecture and definition of requirements and priorities
• Identification of solution choices and development of solutions
• Mentoring and guiding team members and project stakeholders
• Establishing governance and principles on the project level
• Produce conceptual and logical architectures
• Support bid and tender responses
• Governance and design of a complete solution
• Promote co-operation and facilitate coordination of all technical and non-technical streams
• Support in understanding risks, dependencies and issues that may impact the project/programme.

Technical Manager

QA Engineer

• Designing, developing, and maintaining automated test frameworks using Selenium and Python
• Executing functional , system, UAT, and regression testing across multiple environments
• Reporting testing progress, risks, and issues directly to the Head of Software Development
• Working with test management tools to track defects, ensure accuracy, and maintain quality metrics
• Reviewing and improving testing standards, templates, and quality procedures
• Ensuring compliance with ISO9001 , TickIT + , FCA rules, and security requirements
• Supporting continuous improvement by validating solutions, analysing performance, and enhancing QA controls
• Occasionally supporting releases or testing activity outside standard working hours

Software QA Tester

Director

• Taking full ownership of a portfolio of complex bid opportunities, leading the end‑to‑end solution design across service, technology, commercial and financial elements
• Shaping compelling, client‑centric solutions that align with Capita’s strategy, address key client challenges, and maximise Probability of Win
• Coordinating and guiding multidisciplinary teams, including architects, solution consultants and analysts, within a matrix environment to ensure high‑quality, integrated bid outputs
• Facilitating solution workshops, reviews and collaborative working to ensure clarity, consistency and strong governance through the full bid lifecycle
• Ensuring all solutions meet Capita’s governance, risk and assurance requirements, including Sales Governance and Solution Assurance processes
• Providing expert insight into costing, pricing strategies, delivery models and transition planning to ensure solutions are feasible, competitive and deliverable.

Solutions Director

• Deliver exceptional customer support across phone, email, and chat, ensuring a smooth and positive experience
• Understand and resolve customer enquiries efficiently, providing clear and accurate solutions
• Guide customers on product features, billing, and technical queries in a confident and helpful manner
• Update and maintain system records accurately, ensuring all information is current and compliant
• Drive additional value by suggesting relevant add-ons and upgraded options that enhance the customer experience and meet evolving needs.

Customer Service Agent, German – part time

• Planning and driving testing activities across all stages and iterations of system, service and product development
• Defining and delivering test strategy, estimates and execution plans aligned to programme needs
• Providing authoritative guidance on testing methods, automation, tooling and quality standards
• Leading integration and acceptance testing in line with agreed system and service designs
• Managing defect lifecycle activities, including defect triage and resolution
• Overseeing automation outputs and reviewing code quality produced by the team
• Measuring, monitoring and reporting on testing performance, KPIs and delivery risks
• Managing escalations, issues and blockers to ensure delivery outcomes are met
• Driving continuous improvement across testing processes, tools and frameworks
• Coordinating and influencing a complex network of stakeholders and delivery partners

Test Manager

• Defining and owning test strategies across multiple projects within the programme
• Planning and driving testing activities across all stages of system, service and product development
• Working with project managers to plan, prioritise and schedule test activity and milestones
• Estimating testing effort, securing appropriate budget and managing resources effectively
• Providing authoritative guidance on test planning, execution, tooling and automation approaches
• Adopting and adapting appropriate testing methods, tools and techniques to solve delivery challenges
• Measuring and monitoring adherence to testing standards and quality frameworks
• Assessing delivery risks and implementing effective mitigation strategies
• Acting as the escalation point of contact for testing issues at project and programme level
• Managing and resolving issues, risks and dependencies across teams and suppliers
• Driving continuous improvement across testing processes, tools and governance
• Contributing to the development of organisational policies, standards and testing guidelines

Programme Test Manager

Recruitment

• Liaising with applicants, Armed Forces Careers Offices and Medical Experts - answering queries and assisting candidates through the medical aspects of their application
• Organising and storing paperwork, documents and computer-based information
• Interacting with third party providers where appropriate, such as candidate, GPs, as part of medical process fulfilment
• Co-ordination of medical screening
• Reviewing letters, postal administration and scanning
• Answering the phone and responding to queries

Recruitment Medicals Administrator

Business Analyst

• leading requirements gathering activities and translating business needs into clear technical specifications aligned to project objectives
• mapping processes, reviewing controls and identifying opportunities for improvement or change
• collaborating with operational, project and IT teams to analyse problems, design fit‑for‑purpose solutions and guide documentation development
• facilitating workshops, working groups and stakeholder sessions to align requirements, validate approaches and support decision‑making
• managing stakeholder relationships across departments, suppliers and clients to ensure clarity, progress and high‑quality deliverables
• contributing to project artefacts, resource plans and supporting or coaching Business Analysts and Junior BAs where required

Senior Business Analyst

Data Engineer

• Design and lead the implementation of data flows connecting operational systems and BI systems
• Monitor data platform activity, code, and resource usage in cloud or onsite
• Contribute to the development of data pipelines and transformations for internal and external customer engagements