The common factor in any feedback from our clients is the superb and committed people that work for Capita Customer Solutions.  They are what differentiate us and are key to our success.  Hear from just some of them in their own personal and professional journey with us.

 

Gemma Whyte

Gemma Whyte

Lean Team

Gemma began her career in 2014 as an administration agent in our Clonakilty office. Within 12 months she had been promoted to supervisor, managing a team of 22. To support me on my new role, I took part in the company’s ‘Making it Happen’ programme, designed specifically around mid-level leadership development. While working on projects with the client, Gemma got a taste of Lean Six Sigma and process improvements. In late 2016 she moved to work with our Lean Team who are focussed on strategy development & deployment in line with company objectives, process improvement, implementation of Lean Six Sigma routines. In June 2017 she completed a Green Belt course and twelve months later, with the support of the company and her team, she achieved IASSC Black Belt Certification. “Since joining in 2014, as I moved from operations onto the Lean Team, my experience has been that of community, support & opportunity. I’m looking forward to what the future brings!”

Christopher Joyce

Christopher Joyce

Customer Care Agent

Since joining Capita Customer Solutions in early 2016 I’ve worked across a number of contracts that specialise in customer relationship management (CRM), meaning I’m making calls to or receiving calls from our clients’ customers to address their queries, answer their questions and ensure they the call ends feeling they’ve been heard. I’ve always been encouraged by my managers to share any insight that might help improve our processes, always with a view to improve the customer experience. I support training of new team members and I am trusted to cover supervisory role during holiday or sick leave. Such responsibility given to me by my managers gives me a great sense of achievement and acknowledgement of my hard work. Working for Capita Customer Solutions has given me many opportunities. For example, I travelled to the UK as part of a team to compete in the organisation-wide Capita Hero Challenge 2017 where I got to meet, socialise with and compete against representatives of the 64,000 employees of Capita plc. In addition, I can avail of work related on-site training, such as our ‘Customer First’ course, and, for my own personal development I’ve recently joined our ‘Mentorship Programme’ in which I am being coached, 1:1, by a member of our very experienced Senior Management Team. Having worked abroad and travelled the world for so long, returning to Ireland was a daunting prospect, wondering what lay ahead for me. Working for Capita Customer Solutions has provided me with a clear career trajectory, stability and a solid foundation for planning my future in Clonakilty, one of the most charming and friendliest locations (in Ireland, on earth, in the world). Above all, I no longer feel like a Jack-of-All-Trades but hopefully on course to becoming a Master of One!"

Caitríona Barry

Caitríona Barry

Principal Solutions Architect

I joined the company in 2002 as a Software Developer responsible for the development and maintenance of systems. I later took on client facing roles including Business Analyst and Project Manager before becoming Software Development Manager (during which time I was part of the team in Poland that set-up our Polish operation) and then IT manager before joining the Professional services team in 2012 as Principal Solutions Architect. Since joining Capita Customer Solutions, I’ve seen the company grow from strength-to-strength in size and in expansion of its services. I am proud to be part of that growth and I have developed personally and professionally throughout my tenure in what is a challenging and rewarding career. My career here has given me the opportunity to work with great people in all parts of the organisation as well as meet new people every day through clients, suppliers and beyond. Because of the vast range and nature of our services and clients, I am constantly learning about different industries and technologies. This brings variety to my role and new challenges every day which keeps me motivated, interested and eager to continue to contribute to the success of the company.

Michael O'Brien

Michael O'Brien

Service Delivery Manager

I really enjoy working for Capita Customer Solutions and the values we represent. My career here began as a Collections Agent in August 2012. Since then I have been given the opportunity, through encouragement, training and promotion, to work across several telco contracts in roles such as Credit Control Team Lead, Collections Supervisor and Credit Risk & Collections Supervisor. These have brought me to my current role as Service Delivery Manager with one of Ireland’s best known telecommunications companies. I have learnt a lot in my time here and the coaching and leadership I have received has aided my career progression along the way. I really appreciate the opportunities Capita Customer Solutions has given me. In organisations like Capita Customer Solutions, managers act as coaches and mentors instead of enforcers. Here, I feel the role of a manager is simply to remove obstacles from the paths of an employee so that the employee can succeed and grow. Unlike traditional organizations where managers sit at the top of the pyramid, in great organizations like this one managers sit at the bottom and help push people to the top. As Henry Ford once quoted “Coming together is the beginning. Keeping together is progress. Working together is success.”

Amanda O'Sullivan

Amanda O'Sullivan

Service Delivery Manager

I started with Capita Customer Solutions in December 2007 working on a customer surveying contract for one of our banking clients. In the years since I have progressed upwards in number of customer service roles including Agent, Team Lead and Supervisor. Most recently I was promoted to Service Delivery Manager. My experience with Capita Customer Solutions is entirely positive. When I first started, I lacked belief in my own abilities. Fortunately, others spotted and encouraged my strong work ethic and people management skills. As a result, I feel I have developed enormously not just in my work but also in my personal life. My friends and colleagues here at work have had huge input to where I am today.