Capita’s Enforcement Officer Job Pack revealed!

UPDATE: Video of an undercover interview done by the Daily Mail

Ever wanted to know what it takes to work for Capita? Here’s their job pack! It was an attachment to a (now expired) job advertised in Birmingham in 2014.

If you fancy giving them a piece of your mind, they conveniently provide lots of ways to reach them:

Recruitment Department, PO Box 88, Darwen, BB3 1WZ.
E-mail address –
Telephone number – 0300 790 6033

Have fun reading… (text reproduced below all the pictures for easy reading)

Capita job pack 1

Capita job pack 2

Capita job pack 3

Enforcement Officer
1. Introducing Capita
Capita is the UK’s leading provider of outsourcing and professional support services across both public and private sectors

50,000+ employees
FTSE 100 Company
300 sites, within the UK and Ireland including 50 specialist business centres of excellence

We support, transform and manage our clients’ business operations in a wide variety of markets including:
 Central & local Government
 Education
 Life & pensions
 Insurance
 Financial services
 Transport
 Project management
 Health
For further information please visit our website at

2. Introducing TVL
TV Licensing informs people of the need to buy a TV Licence.
We maintain a database of licensed and unlicensed addresses in the UK and use this technology to identify and visit people we believe may be using a TV receiver without a valid licence.
There are around 25 million TV Licences in force, which include 3.9 million free over 75 TV Licences and around 40,000 licences for customers receiving a 50% blind concession.

Maintaining the deterrent
 We’ll send a number of letters to an unlicensed address, reminding occupants of the importance of being properly licensed and giving information on the many ways they can pay.
 Contact occupants by phone, asking whether a TV Licence is needed at the property.
 If there is no response, the address will be selected for a visit from an Enforcement Officer. Visits like this can provide TV Licensing with information on whether an address is unoccupied or derelict and whether there is a TV receiver on the premises. Visits can also result in evaders being caught.
 On average around 1,000 evaders are caught daily.
For further information please visit our website at

3. The Job – Enforcement Officer
• Providing outcome results from each of your visits to enable us to update our database using the latest handheld technology
• Enforce prosecution proceedings by taking statements under caution
• Visiting selected unlicensed addresses (no cold calling)

Required Skills
• Self-Motivated
• Flexible attitude to attendance patterns
• Ability to work alone
• Perseverance
• Excellent communication skills
A desire to exceed set goals

A basic salary of £14,000 per annum (17K London)
• Average salary with commission in 2012 was £23,615.
• An outstanding results based incentive scheme
• 23 days holiday per year rising with length of service
• Pension, share save scheme, share ownership plan and numerous staff discounts.
• Candidatesmust hold a full UK driving licence and have access to a suitable vehicle, mileage expenses of 45 pence per mile will be reimbursed.
• Hours are flexible however at least 17 per week must be worked during ‘prime-time’, which is between 4pm-9pm weekdays or anytime worked at the weekend.

To Apply
• Fill in the enclosed application and return in the envelope provided. Postal address is Recruitment Department, PO Box 88, Darwen, BB3 1WZ.
• E-mail address –
• Telephone number – 0300 790 6033

Standard CRB checks
• All successful candidates will be subject to a Standard CRB check. Criminal Records will be taken into account for recruitment purposes only when the convictions are relevant. Having a conviction will not necessarily bar you from employment, this will depend on the circumstances and background to your offence.

4. Employee Profile
Sales Officer
John has been with Capita TV Licensing for over 3 years. He is a Sales Officer working in the Midlands.
‘My line manager was very open and honest from the start about the level of commitment that was required if I was to be successful.’
‘The training materials provided in the induction were clear and easy to understand giving adequate information on procedures to follow in all circumstances in order to make a sale or complete a visit.’
‘Despite my concerns about possible reaction from potential customers at every door, I soon realised that most people were quite happy to sort out their TV licence.’
‘The most rewarding aspect of the job is the flexibility to work hours that suit my lifestyle and commitments. I decide which places to visit from day to day. I can either work a few hours in the morning, take a break and work a few more in the evenings when most people are at home or I can work through the day for four days and have Friday free to make an extra long weekend.’
‘The opportunity to work extra hours means I have more time to earn additional bonus which is uncapped and well worth the effort’
There is a healthy level of competition between teams and individual officers across the country. Every month good performance is recognised and extra rewards given to individuals who have done particularly well.’

5 Reasons to work for Capita

  • Join an innovative, lively and market leading organisation
  • Contribute to a responsible business focused on making a positive impact in the communities which we work
  • Gain ongoing support and skills to help unlock your potential
  • Enjoy career opportunities across a huge range of sectors, disciplines and businesses
  • Experience a creative working environment where individual responsibility and business autonomy are encouraged


Commercial in Confidence Role Profile

Job title
• Enforcement Officer

Reporting relationships
• Reports to the Enforcement Manager
• No direct reports

Job purpose
Maintain an effective deterrent against evasion of the TV licence
• Maximise sales for the BBC
Enforce prosecution proceedings by taking statements under caution
• Update and improve the TV licensing database

Criteria for success
• Full driving licence
• Self motivated and driven to exceed set goals and targets
• Perseverance with the ability to work unaccompanied and in all weathers
• Demonstrates detailed product knowledge
• A flexible approach to attendance patterns that will include working evenings and weekends to maximise results
• Excellent communication skills and the ability to remain calm and professional during all situation
Ability to deal with conflict and aggressive people
• Good standard of secondary education

Levels of accountability
• Meets defined performance targets
• Controls are generally in place to monitor quality and quantity of output

Roles and responsibilities
• Conduct door to door visits to properties where no TV licence is registered
• Accurately record visit details and complete daily timesheets via the handheld device
• Explain and sell the benefits of all licence payment schemes
• Take and accurately record payment details
• Attend court when required to give evidence in prosecution cases
• Carry out work and attend meetings as directed by the Visiting Manager


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