Teams at Capita

Leads the design, mobilisation, and ongoing operation of a complex omnichannel contact centre. Responsibilities include developing operating models and service blueprints, coordinating technical and operational stakeholders, preparing service readiness and cutover activities, and establishing live-service controls. The role manages demand and capacity, queue performance, quality monitoring, CSAT, SLA/KPI reporting, workforce planning, hypercare, issue resolution, and continuous improvement across voice, email, chat, service requests, virtual agents, and assisted channels.

Manage Housing Benefit subsidy claims, DWP and HMRC returns, reconciliations, audit liaison, quality assurance, and management information. Interpret complex Housing Benefit and Council Tax Reduction legislation, resolve technical cases and discrepancies, support appeals, and ensure statutory, contractual, and audit compliance while protecting client subsidy income.

Lead and manage a business intelligence project and its team from initiation through delivery. Establish project structure, controls, governance, methodologies, budgets, risks, resources, and benefits realization. Track performance and progress against time, cost, and quality constraints, manage change, support decision-making, and maintain stakeholder relationships. Lead a medium-sized team while promoting effective individual and team performance.