Call buddy... where all incoming calls are monitored and your quarterly review is linked to your performance on call handling. If you do badly in your quarterly review, you don't receive a pay rise. Plot twist. Capita refuse to train you to effectively handle calls so you are doomed to fail and Capita pocket the cash.
You only get a pay rise / bonus if you get a 2 up on your review. Only managers can get 1s so you'll never get that and to ensure we will never get a pay rise, Capita brought out a new grading and now it's virtually impossible to get a 2 either.
Productivity tool kit: how management watch how often you go and drink cups of tea... and if your department, which is short staffed works hard to cover the ever increasing work load thus increasing productivity, somehow management think you can stand to loose someone to less a less productive dept? ??. Refusing to allow you to take time off to deal with sick kids even unpaid... you have to pay back the time to the great god of the productivity tool, even if that's impossible due to childcare constraints, but legally you are entitled to it.
Hiring of useless management staff. Back to work interviews performed in the middle of the office where personal medical information is discussed for all staff to hear. Feedback from interviews given publically. Staff positions not advertised yet suddenly a personal friend/family member in situ.
There is no chance for career development unless your face fits and you brow
ProsThe work. Interesting & varied. The employees. Some are the best, I've ever known. Shame the management, treat them so badly.
ConsOrwellian culture, From managers spying on you, to having every moment, of your day timed. If you're under, pay it back. Go over... Thanks, for your kind donation.
A very competitive company with great product and target market. Offers plenty opportunities to learn about all possible job profiles in IT company such as engineering, project/product management, strategy, sales, administrative work of HR too.
Top management has a vision but don't know how to translate it into plans or actions, micro manages your work all the time and gets impatient leading to poor decision making.
They lack of positive culture, processes,work ethics, training and expect you to outperform.
Prosvery few talented resources to learn
ConsCulture, Day to day work collaboration, demotivated workforce
4.0
Customer Service Representative | Leeds, AL | Aug 28, 2017
Great staff
Capita has a great workforce. The staff and management are incredibly friendly and they most certainly help you get on with the day's/night's proceedings. However, should you be placed with a Graveyard shift, it's brutal! Calls do not stop coming in and by the time you're finished work, everything is shut. So even if you wanted to go to the store, you couldn't. That doesn't mean it's a bad company to work for, no. But if they helped the people who perform the Graveyard shift in a way that helps their lives externally, that'd be brilliant.
ProsLots of benefits like Vision Express discounts.
ConsShort breaks and little to no career progression.
A typical workday here is filled with lots of emails and phone calls. Forwarding messages from clients of Ceo to Ceo. Scheduling appointments and meetingsMulti tasking is very much so appreciated . Departmental logistics navigation is key to meeting deadlines. My coworkers are easy going but task driven and goal oriented. I enjoy the freedom of creative expression and refreshing company culture where it has structure and flexibility. There is no perfect job
Prosincentive for growth, bonuses, lunch, benefits
The job I currently hold a Capita Technologies is a blessing. Capita has a long distance approach that is reflected in the current product solutions they present to industry. I am quite fond of my coworkers who work just as hard if not harder than I. I am also quite fond of their intelligence and continued openness and flexibility to the ever changing and challenging climate, the Information Technology Industry tends to be.
Everyday offers something different, nothing is expected and offers great satisfaction.
Working with people from all different backgrounds, nationalities and fields, having to adjust and prepare for each situation.
Everyday is just another productive day where I learn something new.
The workforce is great but the pressure put onto you by the customers is extreme, people are calling in because they are finding it difficult to pay their bills. And as such are already worked up, and if they have had their phone restricted they can be very abusive.
ProsThe people who work with you.
ConsCustomers shouting at you.
1.0
Customer Service Representative | Capetown, CA | Jan 26, 2021
Worst
Place is great for making friends and meeting new and perculiar folks,
But is the worst at following through to their promises, made by management.
No validation for the effort on your work performance.
Transport issues.
Salary always an issue.
ProsN/a
ConsManagement, salary, no validation on effort, makes empty promises.
3.0
Technical Support Specialist | Indiana | Jun 1, 2017
Productive and fun to work in Ventura India
Stats about this company :
1. Exciting day everyday when joining office,
2. New things in Technical area,
3. Moderate Management,
4. Moderate Workplace Culture,
5. No Vertical Growth,
6. Team Motivation.
ProsTeam Motivation and extra calicular activities
Overall the work is fine & I enjoy the contract I work on.
Company manner is very old fashioned, strict time management linked to phone log in all day.
Team leaders monitoring your work time to almost Dickensian levels
ProsA jo
Consmanagement, over bearing team leaders, no real empowerment, "do as you are told"
Untrue work/life balance- takes its toll eventually. Avoid-flee-run
I say AVOID, RUN and FLEE.
Training for the DA role is fantastic BUT it is not reflective of the actual job role.
Capita knows this job can have a detriment to your wellbeing and during training they encourage and inform new DA’s about a free counselling helpline for them and their families. What kind of Job will offer this pre-emptively unless they know the effect of this? They give the number to the DA’s during training which explains a lot.
Capita knows that most people are not cut out for this role. This is not because it is hard to master BUT they know it really does not offer what it promises. A sensible human being would not work under such conditions as truly there are better companies to work for with Real Work-Life balance right from the time you start the job. Believe me, I know as I have done my research on this.
Overall you will have no-life in this job role. Work-life balance is a myth – it comes once you’ve endured many years later when you work for QLS(quality learning support- or in audit or as a coach).
It will suit you if you like to be on your own and can dedicate yourself 100% into the role until you are approved which is usually in 6months time or longer with performance management.
Those who cherish having time for themselves such as going out with friends, explore hobbies, watch TV and not be working only and like to complete their work each day THEN this is not the job for you. This job will isolate you and pressure you so much it can
Miserable trap; some good friends made amongst absolute sharks
I was briefly a DA - it is a job of extremes, with about 10% thriving on it and 90% being in the most miserable place mentally and emotionally they've ever been in their life.
Training is a little hard but fun, with a cohort starting at the same time. You make some friends, and it is paid - a good salary. 5 weeks easily passed.
There are essentially 3 variants of the job.
1) Paper-based, where someone's dependence is obvious, from records and medical notes. Boring, but easy money if you're IT literate.
2) Mainly clinic-based - you stay in clinic and people come to you. You listen to their tales and look for EVIDENCE of what they tell you. Their diagnosis is irrelevant in and of itself; independence, or specifically evidence of it, is what is assessed. This is not pleasant, basically because nearly everyone lies though their teeth to you and is clearly obvious, but you can bear it and write the report and be home before typical working hours would usually allow. HOWEVER very few areas allow you this - 90% are not this lucky.
3) Mainly (read, almost always) home visits. This is mental, physical, and emotional torture. The day is not 9-5pm. Read, 7:30am - 10pm to assess and submit reports. Some of reports will be returned to you by daily audit for 6 months (!), so next day you will have 7:30am-10pm PLUS amendments. Rinse and repeat. The actual assessment will be 5% people who ought never to have required an assessment, i.e. terminally ill or not compus mentis. >90%
ProsSalary, some good friends who left same time as me
ConsAggressive lying clients, unreasonable management, physically impossible hours, mental health, poor equipment, no help
It sounded like a good idea at first. Only having to see the claimant once and writing up reports at home. Up to 38K pa. What could go wrong? Well... I should have known from the initial telephone interview that something wasn't right. The woman interviewing me was rude and blunt in manner. I felt like hanging up at one point but I didn't. Next big problem first day of training. I had received written confirmation that I had been offered a permanent full-time position. However the group were informed on day one of training that if they didn't pass the 5 week course they would have to leave the business. This created fear and uncertainty within the group from the start. At the completion of the course we found out they were serious in there threat and 5 people were dismissed by phone call from management. First week on the job managers inform those left that if they don't get 5 acceptable reports in a row they will be dismissed after completing 70 reports (this is about 2 months work). Oh I forgot to mention it takes an hour and a half at least to write up the reports so if you see four a day that is a 10 hour day excluding ant amendments you have to do for reports that were deemed unacceptable by the audit team and any preparation you have to do for the next day. So in total you're looking at a 12 hour day. The managers are non-clinical and have no idea about working as a health professional. When the job begins you have to submit all your report to something called QLS (qual
ProsThe salary ( It is not worth the stress and hassle you have to put up with )
ConsThey tell you it is a 9-5 job Mon-Fri but that is far from the truth
The job is a basic repetitive job which involves receiving outbound calls. The training is very basic and when I worked there we were told to not give callers timescales. For example, if a Dentist called in asking about their application to join the Performer List and wanted a timescale then we were told to say we do not have timescales. This is very unprofessional and I have never worked for a company that asks their staff to just fob their customers off. We could not access any information on the system, the only thing we could see is what notes had been made if the person had called previously. In addition to this, some members of staff would make their own timescales and lie so the customer would call again because their problem was not resolved and someone else had to deal with the mess that was created. The Managers would not care about this if you reported it to them and they would simply say something along the lines of 'the customer must be lying because ____ would not say that' rather than checking the original call. Yet when they had to take escalation calls, they would always side with the customer and were quick to throw their staff under the bus and magically they would be able to provide a timescale and could also call the Back Office team (basically the Admin team in Leeds who dealt with the query) to chase their query! This made us in the call centre look like incompetent fools and when the customer would call with another query, they would ask for the Manage
It sounded like a good idea at first. Only having to see the claimant once and writing up reports at home. Up to 38K pa. What could go wrong? Well... I should have known from the initial telephone interview that something wasn't right. The woman interviewing me was rude and blunt in manner. I felt like hanging up at one point but I didn't. Next big problem first day of training. I had received written confirmation that I had been offered a permanent full-time position. However the group were informed on day one of training that if they didn't pass the 5 week course they would have to leave the business. This created fear and uncertainty within the group from the start. At the completion of the course we found out they were serious in there threat and 5 people were dismissed by phone call from management. First week on the job managers inform those left that if they don't get 5 acceptable reports in a row they will be dismissed after completing 70 reports (this is about 2 months work). Oh I forgot to mention it takes an hour and a half at least to write up the reports so if you see four a day that is a 10 hour day excluding ant amendments you have to do for reports that were deemed unacceptable by the audit team and any preparation you have to do for the next day. So in total you're looking at a 12 hour day. The managers are non-clinical and have no idea about working as a health professional. When the job begins you have to submit all your report to something called QLS (qua
I am a highly experienced Test Manager with over 20 years experience of working in the IT Industry, with particular focus on Software Testing.
I have substantial experience of successfully delivering large & complex applications from their initial concept through to end to end testing & delivery to live.
The key has been my ability to balance a quality tested product within the constraints of time & budget, delivering a product that is user rather than the developer driven with an ability to say NO!
There are three main components that have helped me in my testing career:- Processes, People & Passion. As team manager/leader I am responsible for the planning, managing & control of testing & implementing any contingencies. My manta is to ensure that Quality & adherence to standards is the No1 priority.
I am also a highly effective planner & organizer. Recently I have worked on projects where “chaos” has been the norm. By being organized & planning I can at least operate “chaos” in a controlled manner!.
Test Processes provide the building blocks on which a project will either succeed or fail. A key part of my job is to define the overall test approach to ensure the delivery is feasible under the guidance of viable test plans & approach. These are then used to guide the management of the test processes through all the test phases, from system, Integration, User Acceptance phase through to post Live. My plans always include scope, constraints & evaluati
PROS:
Free hot & cold water, tea and coffee, there's a fridge and a TV in the rec room, sofa's aren't bad in there. Carpet's clean, desks are tidy. Some of the TL are nice. There's a shower on the top floor if you need it. You'll get a 'Next' discount card.
CONS:
The monitored metrics are impossible to achieve and feel to be setup for you to fail. Documented discussions and Gross Misconduct are handed out for the daftest of reasons like confetti, the usual outcome is extended probation. High waged staff park free, low waged staff pay through the nose. Breaks are too short, and you'll never see the canteen unless you wolf your food and don't use the loo. Health & Safety wasn't adhered to. The training was rubbish. They don't put O/T on wageslips (you even have to ask for those), so you can't tell when or if they paid it. Don't you DARE get ill. You'll have to sort your own Tax out from home, or stay on emergency forever. Security watchdog is overkill on steroids. The phones are basically tachographs, headsets are held in with blu-tack. Splitting up your days off sounds like a good idea, in practice it feels like you're never away from work.
_______
KEY POINTS:
You're constantly stressing about pleasing the quality dept instead of concentrating on just doing a good job. If your job is "customer service" that's what you should be giving - good customer service, and nothing else. The kpi's, and monitored metrics plus the constant interfering hinder that,
The work was fine - the pressure & management were not
This job seemed promising from the description and interview. The site in Leek is decent, with parking, large open office space (in the upstairs section I was in for mortgage processing) and a canteen. The training is good and lasts for about 4-6 weeks in a classroom environment and the trainer we had was fantastic. We covered lots, got lots of background knowledge and practice on the systems etc.
The problem arose once we left the training environment and went into our teams. 10 of us started the training, and by the time I left 6 months later, there were only 2 left. The pressure began with targets etc after a couple of weeks of being out on the floor, and between having colleagues moaning about how little you;d done compared to them, the manager geeing you up to go faster and the online tracking system you had to fill in for each task (which gave you just minutes sometimes to assess and scrutinise documentation) it all felt very pressured and high stress.
The managers tend to be 'do as i say' not 'do as I do' type, appearing to do very little throughout the day other than chatting with their favourite team members, eating and shouting orders out. I had no decent input from my manager/team leader and felt disliked/irrelevant to them from day 1 on their team (a problem I've rarely experienced in my many years of employment history, as am a flexible, hard-working, capable, meticulous worker).
The teams for the department i worked in were small (about 10) and out of
ProsInitial training was great and the canteen was good
Customer Service Representative | Rotherham | Aug 2, 2016
Avoid avoid avoid
I agree with all of the negative reviews regarding this god awful company.
The hours are disgusting. The flexibility means that they can change your hours, your shift, your days off with nothing more than a 3 week warning. This is reviewed every 3 weeks which makes booking holidays even more impossible than they currently are. The availability is non-existant for the remainder of 2016; we're in august.
The unit itself is essentially a tin full of very ill people because people are too scared to be off ill. I genuinely overheard a conversation with a co-worker which stated that because she was not well due to a difficulty with her pregnancy, then she would be taken into a disciplinary and sacked. I was sure this was illegal but was told that they could do as they pleased.
Management are indeed micromanaging not only the staff in their team but also others who aren't even in their team and indeed each other. Got a customer asking to speak to a manager? Forget it. They are far too lazy to take the manager calls off of your hands.
Working for Capita is made harder by the fact that the businesses who outsource to Capita set targets twice as high as for their own staff for half of the pay. The outsourcing to places like South Africa make your job twice as hard as not only are you dealing with customers who are angry when they call in but the offshore agents play around with accounts and transfer customers through to whatever department they feel like it leading to yo
Admin duties, IT duties, data handling duties | Rotherham | Feb 14, 2019
Short term only
Took us 6/7 weeks to be trained and we realistically spent 5 of those weeks doing arts and crafts and team building stuff. 1 week of company indoctrination and 3 days of actual training.
I`m not even being hyperbolic, i took the time to break down the training we had by the hour, its a joke.
We were told we wouldnt have targets as working in SW we were required to improve their frankly shocking customer review ratings (bottom of the water providers).
Low and behold, daily roles covered barely 5% of our training, rest was learned as we went.
What we were trained on was either cut, changed operating systems or denied to us as only tech staff had access. Which then changed to us having access with 1 hour of training. Not practical, was a slide show.
The no targets changed 1 week in. Targets set were constantly raised, almost daily.
Every time we hit or exceeded weekly targets as a person, we were penalised if the team didnt reach them..
Staff who were shocking in training and often left early ignoring lecturer or didnt turn up for what ever reason, still employed and on the floor beside us.. 1 even offered a promotion over people doing several times the work load.
Why, well if you dig into your cynicism you`ll see she hit a lot of certain checkmarks if you get me..
Team leaders are shocking, purely due to their managers, who are completely absent most of the time.
I had several 2+ hour calls as no managers were around or willing to take call wh
ProsHalf decent wage
ConsZero interest in staff
Questions And Answers about Capita PLC
How are the working hours at Capita?
Asked Aug 28, 2017
8am-8pm, sociable
Answered Feb 14, 2021
Nine till ten
Answered Aug 26, 2020
What tips or advice would you give to someone interviewing at Capita?
Asked Nov 29, 2017
Just be open to learning n adapting to new processes
Answered Feb 3, 2019
When deciding to work hard and grow, remain consistent and focused, there will be challenges but remain focused.
Answered Dec 26, 2018
What is the interview process like at Capita?
Asked Jun 18, 2020
Group interview
Answered Nov 12, 2020
It’s a 3 step process.
•sound test
•assessment tests
•interview
Answered Jun 18, 2020
What questions did they ask during your interview at Capita?
Asked Apr 10, 2020
Am I flexible to work their rotational shifts?
Do you have retail experience? (They go through your job experience journey on your CV/Résumé)
Answered Jan 26, 2021
Can i write a decent letter, am I polite on the phone.
Am I ever late
Do I have a good sickness record
Answered Apr 10, 2020
On average, how many hours do you work a day at Capita?
Asked Jun 17, 2019
7 and a half hours a day
Answered Oct 12, 2020
9 Hours ,depending if u request for ovet time but the money's good and worth it.
