Capita and the Prince’s Trust work to find the customer management stars of tomorrow

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Capita Customer Management 26th April 2018 3 minute read

Capita and the Prince’s Trust work to find the customer management stars of tomorrow

A team of volunteers from Capita Customer Management recently partnered with the Prince’s Trust to support a group of young people in understanding what skills they need to be ready for the world of work.

Like any other organisation, Capita Customer Management will seek to recruit the best talent from tomorrow’s school leavers and graduates. But it can be hard for students to understand what working in a contact centre involves, and how much it the career has changed and developed in recent years. Which is why a number of volunteers from across our teams have been working with the Prince’s Trust to bring the world of customer management to young people aged 18-25.

As part of our ‘Get Into Contact Centres’ scheme, 37 young people came to our offices in Leeds to find out what we do and the skills and behaviours required to build a career at Capita. The we invited 20 to join our three-week work experience programme.

This included a ‘myths versus reality’ presentation on working in a contact centre, as well as workshops on presentation, communication skills and time management. We also held buddy days, where students shadowed a Capita employee to learn more about a day in the life of our advisors and get a greater understanding of our operations.

At the end of the programme, the attendees presented back to us what they felt they had learned, plus their hopes for their future careers – a good opportunity to practise some of the skills they’d been hearing about.

We also committed to interviewing anyone who’d passed the experience programme for a position. Our interviewers ended up being so impressed with the calibre that they are now actively looking for opportunities for the successful candiates within the business.

“I have been really impressed with the recent Get into Contact Centres programme,” said Suzie Bell, Programme Executive at The Prince’s Trust. “For example, we started with 18 young people in early March and 17 had completed the programme three weeks later. This high level of retention is unusual, and I think it is a reflection on how welcome the group was made to feel.

“The feedback was really positive and particularly highlighted how well they bonded with the team, how much they enjoyed their buddy days, and how welcome everyone involved in the programme made them feel.

“I am nothing short of totally delighted by the large number of job offers the programme has yielded for our young people and I can’t wait to start hearing the news of their first days and weeks in their new roles.”

Ricky Alfred, Customer Management’s Head of Corporate Responsibility, added that it was great to see so many committed young people in attendance “as well as some superb delivery from our colleagues.

“We are excited to see the potential for this and other related programmes and are grateful of the support from The Prince’s Trust. Improving the employability of young people in the communities in which we operate is important for our sustainability as a business.”

Read more about Capita's contributions to charity and local communities here.

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