Welcome
Your guide to Capita
Employee handbook
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Your guide to Capita
April 2019
Contents
Capita – who we are and what we do
3 4. Our people – our expectations
Introduction
3 4.1 Equality and diversity
Who we are
3 The Executive Directors Board
Our markets and customers
3 Employees
4 Monitoring
Our people
Equality and Diversity
Capita Connections
Capita close up
Managers
4 4.2 Human rights
5 4.3 Safety, health and environment
5 Health and Safety Policy
Our values
6
Keep this handbook safe
6
1. The basics
7
1.1 Pay
7
Payslips
Your salary review
Income tax and national insurance
Charitable donations
1.2 Working hours and leave
Your hours of work
Your annual leave
Leave entitlement if you work part-time
Public Holidays
Religious holidays
When you leave Capita
Special leave
Jury service
1.3 Benefits
The law
Training
Implementation
Employee responsibilities
Smoking
Personal appearance
7
7 4.4 Harassment and Bullying
7 Definition of harassment and bullying
7 Employees’ rights and responsibilities
organisation’s
and
7 The
7 manager’s responsibilities
8 Review
8
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4.5 The Open door policy
Our open door policy
Your welfare
Individual and group grievances
4.6 Conduct
Misconduct and gross misconduct
9 Misconduct
Gross misconduct
Investigation
Suspension
Disciplinary procedure
Informal action
Disciplinary hearing
Formal action
Appeals procedure
Duration of warnings
Individual benefits
Your pension
Life insurance
Capita personal accident insurance
Company travel insurance
Capita Corporate Healthcare Trust (CCHT)
Season ticket loan
Capita share ownership scheme
Choice voluntary benefits
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2. Your career
11 4.7 Sickness absence
2.1 Recruitment
11 Reporting your absence
11 Return to work
2.2 Performance and success
Agreeing objectives
Reviewing progress
The annual appraisal
Sickness absence management
16 5.3 Communication of Information
16 The media
16 Intellectual property
16 Social Media
16 5.4 Communications monitoring
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line
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3. Your family
3.1 Maternity
14 5. Communication
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2.3 Learning and development
2.4 Celebrating our local heroes
Communication
Health and safety
Returning to work
3.4 Shared Parental Leave
14
5.1 Channels of communication
14
Team meetings
14
Intranet
14 Business newsletters
15 Notice boards and emails
15 Trade unions
3.5 Flexible Working
15 5.2 Speak Up Policy
3.6 Family Leave
15
3.2 Paternity
3.3 Adoption Leave
Your guide to Capita
April 2019
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31
6.1 Information
31
6.2 Premises
31
6.3 Confidential Information
31
6.4 Right of search
31
6.5 Postal Security
31
6.6 Fraud
32
6.7 Use of Technology
32
Virus protection
General electronic / email communications
Internet access
Networks at home
Information security
Confidentiality and secrecy undertakings.
20 Personal records
20 Right to work in the UK
21 Employment checks
22 Other employment or association
22 Professional relationships
22 Insider dealing
23 Anti Bribery
23 Expenses
23 Telephones
23 Travel
23 Parking
24 Personal and lost property
25 Misuse of alcohol or drugs
25 Money received
Lotteries
25
25 Age and retirement
25 Policies
25 Leaving Capita
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6. Security and confidentiality
20 7. Further information
20 7.1 Further information
11 Frequent absence
11 Absence for more than seven days
11 Absence for more than four weeks
12 Sick pay
Company sick pay is inclusive of Statutory
13 sick pay
14 Sick pay during holidays
29
7.2 Corporate responsibility
Training our employees
Investing in our communities
Charitable support
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2
Capita – who we are and what we do
Introduction
Welcome to Capita – this handbook is to help you understand the company you are now part
of. Capita is an organisation full of talented people who are passionate about what they do and
committed to delighting our customers.
And we’re committed to making sure Capita is a great place to work. If people are empowered and
motivated, in a working environment that that stimulates and excites, then they give their best –
both to the business and to clients.
Jon Lewis,
Chief Executive
We want you to be as fully informed as possible about what Capita can offer you and what we
expect from you. This handbook aims to give you an overview of our organisation, what we do and
how we work, as well as guidelines on areas such as health and safety, pay and benefits, working
hours and the performance management system that we operate.
You’ll need to refer to your statement of terms and conditions (contract of employment) for the
information relating to your own individual terms and conditions of employment.
Having joined Capita relatively recently myself, I know full well what it’s like when you’re settling in, but hopefully this
handbook will be a useful tool in getting used to how we work.
Thanks for joining us and good luck in your future career with the company.
Who we are
Capita plays a part in the lives of an estimated 45 million people – but most people will have no idea! When paying your TV Licence fee or your
council tax, your payment may well have been handled by us. When you buy your pet insurance, or enquire about your life insurance policy you
might talk to a Capita employee.
Over the years, we’ve trained 8,000 emergency services personnel, delivered award-winning customer service for leading consumer brands, run
the engine behind a hugely successful UK price comparison website and recruited over 10,000 individuals in to the British Army – and that’s barely
scratching the surface. Our dedication to excellence has seen us become the UK’s leading provider of business process management and integrated
professional support service solutions.
We think differently. Using technology, insight and analytics to underpin everything we do, we make innovation work – and we play a vital role in
helping our clients deliver modern services efficiently, effectively and to a high standard.
Our markets and customers
We work with clients across a range of sectors, including local government, central government, education, transport, health, life and pensions,
insurance, and other private sector organisations. We support them with expertise from across our business – in customer and property
management, software and hardware, back and front office operations, recruitment and training – working together to provide a seamless,
multidisciplinary solution.
The majority of our business hubs are in the UK, Republic of Ireland and Northern Europe, complemented by operations and delivery centres in
India, South Africa and the Middle East.
The concept of outsourcing is changing, as are we. Clients are looking for a lot more than just cost reduction and efficiency savings – the focus is on
service improvements for the end user, customer satisfaction and wider digital and service transformation. And, increasingly, our partnerships are
based on delivering these outcomes. We enter into contracts to work with clients as a partner, not just a supplier, aiming to help drive our clients’
business forward, drawing on their specific knowledge of their business and on our own knowledge of industry best-practice processes.
Our partnerships include TV Licensing, O2, the Teachers’ Pensions Scheme, Zurich, Marks & Spencer and Gas Safe Register.
Your guide to Capita
April 2019
3
Our people
The number of Capita employees grows rapidly year on year – organically through recruitment, acquisition of other businesses, and the winning of
large contracts where employees transfer to our organisation under the Transfer of Undertakings (Protection of Employment) Regulations (TUPE).
Our people are at the heart of our business and continue to be the bedrock of our success. We are proud of our culture, which emphasises
engagement, fulfilment and collaboration to stimulate personal ambition and development, and are committed to making your career at Capita
as enjoyable, challenging and rewarding as possible. We have a set of company values which underpin the Capita culture – these are integral to
our success.
From our beginnings in the public sector, we have continued to grow and diversify. Our customer base is now broad and varied, and we now work
across various markets: defence, emergency services, local and central government, utilities, travel & leisure, education, housing, transport, health,
life and pensions, insurance, financial services and other corporate services.
Equality and Diversity
We are wholly committed to the principle and practice of equal opportunities in employment. We recognise the benefits that a diverse workforce
has to offer in adding value to the business and improving organisational performance. We believe in putting these principles into practice, and
we promote this in all aspects of working life at Capita.
Capita believes that our success is a direct result of the experience and quality of our employees. We are, therefore, committed to focusing our
employment procedures and practices on maximising the potential of each unique individual. We believe this is best achieved by developing
our employees’ talents, whilst recognising their differences.
By treating people fairly and equally and by accepting and embracing their diversity, we can also improve our market competitiveness, foster
innovation, enhance our corporate social responsibility and enrich employee relations.
Capita is committed, not only to the letter of the law, but also to the promotion of equality of opportunity in all areas of work and employee relations.
It is our policy that no person acting on our behalf shall discriminate in any situation against another individual or group, directly or indirectly,
because of the nine protected characteristics under the Equality Act 2010 – age, sex, disability, gender re-assignment, marriage and civil
partnership, pregnancy and maternity, race, religion and belief and sexual orientation. Capita endorses the principle that the workforce
at each location should strive to reflect the composition of the local community.
These principles apply to recruitment selection, training, promotion, transfer, pay and benefits and performance appraisal procedures, in addition
to all terms and conditions of employment.
Equality and diversity applies all Capita employees, regardless of position or status, and to contractors, sub-contractors and agency workers.
Capita’s policy aims to ensure equality, diversity and inclusion in the workplace and community to offer fair treatment in every aspect of working
life in Capita, from our written procedures through to every decision made to promote a culture where each employee and colleague is treated
with respect and dignity and recognises the value that a diverse workforce can bring.
To achieve these aims, Capita commits to the following:
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ensure that the principles of diversity and equality are embedded in HR strategy
provide awareness training and guidance to all employees and managers to ensure Capita’s commitment to diversity is known
and understood
monitor and measure diversity at every stage of employment to remove any direct or indirect discrimination
challenge and investigate discriminatory behaviour and enforce the disciplinary procedure, when this is considered necessary
communicate and regularly review the positive initiatives that have been implemented and ensure ever-wider access to them
support and uphold the communities in which we live and work to ensure that we are involved, accessible, socially responsible and perceived
as a positive presence
work with external groups and advisory bodies to keep up to date and aware of the necessary issues and best practice.
Your guide to Capita
April 2019
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Capita Connections
Capita has an intranet for employees called Capita Connections (http://Capita Connections.capita.zone/) which provides information and news
from around Capita.
Under the My Capita section there is a dedicated area ‘New Starters’ which will help you discover what Capita can offer you and what we expect
from you as you embark on your career with us.
Also in My Capita, you’ll find the My Career, My pay and pension, and Benefits and discounts sections, providing the latest information on training
and the benefits that are available to you as a Capita employee. You can find out about your leave and what to do if you are ill on a work day, as
well as information on how to buy shares or join the pension scheme, your payslip, job vacancies in Capita and how to nominate someone for the
Celebrating our local heroes campaign.
If you are a manager, you will also find the Business Support section really useful to help you understand what services are provided around Capita
to support you and your team.
These are just a few examples of what Capita Connections has to offer.
Everyone is encouraged to regularly visit the site to benefit from up-to-date information and news from across the business. Should you not have
access to Capita connections please ask your manager for further information that you require.
Capita close up
At the centre of everything we do is a shared commitment to deliver a service of the highest quality and to continually improve the way in which
we do this. This vision is directed at the marketplace we operate in and the clients we serve – and it embraces everyone who works for Capita.
The standard of the service we provide to others can best be judged by looking at how we operate inside our Company. Do we treat colleagues
with respect? Do we keep hierarchy to a minimum? Do we steer clear of office politics? Are we upfront even when there’s bad news to deliver?
And do we know how to be positive and stay positive, no matter what each day brings? At Capita we believe in putting theory into practice.
We want to be recognised as a Company that treats its people fairly, and that builds its success on the sense of partnership that grows out of that.
We deliberately cultivate an open management style. You can’t do anything fast enough (and well enough) unless you are sure of what you’re
doing, confident that you will be listened to and supported, and aware that forward planning and innovative practices are going to be recognised
and rewarded. People make a company.
Capita’s success comes directly from the energy, commitment and shared vision of all our people.
We pride ourselves on offering our clients an integrated service that is run in an ethical manner by professionals who outstrip the competition in
every aspect of the service they deliver.
We expect high standards of all our people but no more than the standards they would set for themselves as individuals of integrity, purpose and
resolve. And we understand that we operate in a complex environment that includes clients, suppliers, shareholders, and individuals and groups
within the community.
It’s exciting to work for a company that knows what it is about and that is growing in scale, professionalism and ambition every day.
Your guide to Capita
April 2019
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Our values
Capita has four core Values; Open, Ingenious, Collaborative and Effective – remembered by the acronym VOICE. Read on to find out more
information about each Value, what it means to Capita and the associated behaviours that are brought to life across what we do in the business.
values
open
ingenious
collaborative
effective
The Employee Handbook
The standards and principles outlined in the following pages represent a code of best practice for us in Capita.
They are integral to your terms and conditions of employment but these do not have any contractual effect.
The most up-to-date handbook can be accessed on My Capita under Capita Connections. The most up to date version should be retained with
your statement of terms and conditions or verification statement. This will enable us all to work together to agree standards and in pursuit of a
common aim.
If you would like to receive a copy of this handbook in Braille please contact the Employee Payroll and Administration Centre on 0344 22 55 33 5.
Your guide to Capita
April 2019
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1. The basics
1.1 Pay
At Capita, we believe in doing things in an uncomplicated, straightforward and consistent manner. Here we outline general information about
our pay system – specific details about your pay are given in your statement of terms and conditions. We understand the importance of pay and
benefits as part of the factors that motivate you to provide a service of the highest quality.
Payslips
Capita continuously seeks to improve and develop our administrative processes in order to benefit both our employees and our clients. As part
of this, we have moved away from paper-delivered payslips to electronic self service delivery so that you can view your payslip online on Capita
Desktop. If you don’t have access to Capita Desktop we will electronically deliver your payslips to either your Capita email address or personal
email address.
Your salary review
Unless your statement of terms and conditions or any other agreement directs otherwise, we operate a performance-related pay mechanism,
linked to our performance management system. Every year we will hold a salary review with you, usually 12 months to the day from the start
of your employment or new role within Capita (unless specified otherwise). Our aim is to reward good performance and a good record in
achievement of objectives with an increase in salary.
Income tax and national insurance
We deduct income tax and national insurance at source (as ‘statutory deductions’). The HM Revenue and Customs (HMRC) handles all queries
on income tax – you will need to quote your NI number and Capita reference number, which is 951/C802. The HMRC office that deals with all
Capita employees is: HM Inspector of Taxes, Chapel Wharf, Tax Office for Individuals, Trinity Bridge House, 2 Dearmans Place, Salford. M3 5BS.
Telephone 300 200 33 00.
Each year you will receive a P60, a statement of income tax and other deductions covering the tax year. You may also receive a P11D if you
receive expenses or fringe benefits in kind from Capita for which there is no dispensation from the HMRC. The HMRC will also receive a copy
of the P11D and may amend your personal PAYE tax code to account for any additional tax due, if this is not paid under self assessment. (It
is important that you keep your P60 and P11D in a safe place, as it is not possible to issue a replacement and you may need it to show to
Inspector of Taxes or for social security benefit). Both the P60 and P11D can be viewed online on Capita Desktop. If you don’t have access to
Capita Desktop we will electronically deliver them to either your Capita email address or personal email address.
Charitable donations
Payroll giving is a simple way to make a regular donation to the charity of your choice. We use Charities Trust to ensure all donations are
transferred to the charity of your choice. It’s also the most tax effective because donations are deducted before you pay tax. Charities Trust is a
national payroll giving and corporate donation management agency approved by the HM Revenue & Customs. We pay all of the administration
costs so your entire donation will go directly to charity. We also use a company called Hands on Helping to promote our payroll giving scheme.
For more information on payroll giving please visit the Charity and Volunteering section on Capita Connections.
Direct Donation – your donation goes to the charity of your choice. (No corporate donation will be added, but Capita will still cover the
administration charges.)
1.2 Working hours and leave
We believe that people who work hard and get results generally know what it means to value and make the most of their time outside work.
That’s why we are keen to create a working environment that allows you to focus on the job when you’re here, and switch off when you’re away.
And that’s why we encourage people to take regular annual leave.
Your hours of work
Your statement of terms and conditions states the specific hours you have agreed to work. Because we aim to respond to our customers’ needs
and provide the highest quality of service, there may be times when you will need to work some extra hours.
Punctuality is, of course, essential.
If you wish to change your hours, you will need to consult with your manager, as the decision depends on operational circumstances. As long as
the service to our customers remains at a high standard, and neither your own nor anyone else’s performance suffers, we shall do our best to
accommodate this preference.
Your guide to Capita
April 2019
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Your annual leave
Your statement of terms and conditions states your annual leave entitlement and your entitlement to public holidays in the year. The leave year
runs from January to December, although this may vary if you have transferred to Capita.
Where possible, it is a good idea to take a continuous break of at least two weeks during each leave year. If there are special circumstances
preventing you taking your full leave entitlement by the end of the leave year, consult (in good time) with your manager to see whether it is
possible to carry up to five days over. If you do carry over days, you will need to take them within 3 months of the following leave year.
If you propose to take leave of five working days or more at any one time, in general you will need to let your manager know at least a month in
advance. Our first priority has to be the standard of service we give our customers: if this looks likely to slip because of inadequate employee levels,
we may have to turn down a request for leave. It is sensible, therefore, to get authorisation for leave before making any binding commitments.
Very occasionally, we do ask certain individuals to take leave on specified dates. If this does happen, we give as much notice of this exceptional
circumstance as is possible at the time.
Leave entitlement if you work part-time
If you work part-time your annual leave entitlement will be calculated on a pro rata basis based on the number of hours you work each week.
In addition to your annual leave entitlement, you will also receive pro rata public holidays.
Public Holidays
If, as part of your normal working week, a working day falls on a public holiday, you are entitled to take time off either on the day, or at a later date
in agreement with your line manager. If as part of your normal working week you are scheduled to not work on a public holiday you will be entitled
to take leave at a later date.
Religious holidays
If you wish to observe religious holidays that do not coincide with public holidays, you can either apply to your manager, use your annual leave,
take unpaid leave or substitute a public holiday. Substitution of public holidays may be possible in some parts of Capita, subject to prior approval
from your manager and the working practices/opening hours of your business.
If you would like to be considered for extended leave at a particular time for religious reasons (eg, for a pilgrimage), we will make a reasonable
attempt to accommodate your request, where operationally possible. If the extended leave exceeds your annual leave entitlement, the excess days
may be taken as unpaid annual leave (up to a maximum of one week). It is strongly recommended that you obtain authorisation for this from your
manager before making any final arrangements.
When you leave Capita
If you have annual leave outstanding, (pro-rated to the date of leaving) we shall either ask you to take this leave during your notice period or we
shall pay you in lieu of leave not taken. If you have taken more leave than your entitlement at the date of leaving, we shall arrange for payment to
be deducted from any monies due to you.
Special leave
Your manager has the discretion to grant special leave where particular circumstances clearly warrant this. The amount of leave agreed depends
on the individual circumstances. Typical instances are outlined below:
■■ the illness of a partner, dependant or close relative
■■ bereavement
■■ jury service or compulsory court attendance
■■ public duties on a council or as a magistrate or Justice of the Peace
■■ service with the Army Reserve, Royal Air Force Reserves, Royal Navy Reserves and Royal Marine Reserves.
Volunteer Reserve Forces will be paid up to 10 days special leave per calendar year to complete their training commitments.
Jury service
If you are called to jury service, let your manager know straight away. We shall continue to pay your salary while you are away, however you will
be required to claim ‘loss or earnings’ and travel and subsistence (using a certificate that the Court will issue to you) which you are required to pass
onto the HR & Payroll administration team who will on receipt make an appropriate adjustment to your salary.
Your guide to Capita
April 2019
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1.3 Benefits
We want you to enjoy the benefits of working with Capita. We hope that, as well as taking advantage of the benefits outlined below, you will also
feel proud to be part of a business that maintains high professional standards that commands respect for its expertise and commercial acumen
from customers and competitors alike, and offers a network of people and contacts for you to benefit from.
Individual benefits
Your core benefits are outlined in detail within your main statement of terms and conditions.
Your pension
Capita follows the statutory automatic enrolment pension regulations for all employees. If you meet the criteria, you will be automatically
enrolled into the Capita Group Money Purchase Scheme (CGMPS).Full details about the statutory automatic enrolment regulations and the
benefits of becoming a member of the CGMPS scheme are available on Capita Connections under My Capita Pension section. The CGMPS
may be amended or terminated at any time in accordance with its governing documentation.
When you retire you have the flexibility to use your Pension Fund to purchase an annuity tailored to your needs. This can include a tax free lump
sum and provision for your spouse, as well as a pension income (subject to HMRC regulations).
If you transferred to Capita, details of your pension arrangements will be confirmed under separate cover.
Life insurance
You may be eligible to life insurance cover up to the age of 75. To find out if you are covered for life insurance and how much your nominated
beneficiaries may receive in the event of your death visit My benefits on Capita Connections. If you transferred to Capita, this cover may be
provided as part of your pension scheme.
Capita personal accident insurance
We also provide you with Capita personal accident cover. This means that, in the event of your death or permanent total disablement as the result
of an accident during employment activities, a range of benefits would be payable: either a scale of benefits payable as a result of permanent
total disablement or, in the event of your death, a lump sum based upon your annual salary. Please note; life insurance cover would not be
provided in addition.
Company travel insurance
We provide cover for medical and other travel expenses arising from business travel undertaken outside your home country. Cover also applies
to loss or damage to personal baggage and money on such business travel, subject to a scheme limit.
Capita Corporate Healthcare Trust (CCHT)
Your statement of terms and conditions details if you are eligible for CCHT or you will have received notification under separate cover if you
transferred to Capita. You will not receive a P11D in respect of this benefit as it is taxed through the payroll and will appear on your payslip
each month.
You can also take out additional cover for your spouse and family. The monthly payments will be deducted direct from your net salary.
A CCHT booklet and membership form are available in My benefits on Capita Connections. The scheme is subject to an annual review.
Season ticket loan
Ticket loans are offered as interest free. They are only regarded as a taxable benefit if they exceed £10,000. If they are taxable they will be reported
on the P11D. The employee will then pay tax on the benefit amount based on the official interest rate set by HMRC, currently @ 3%.
Your guide to Capita
April 2019
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Capita share ownership scheme
The Capita Share Ownership Scheme will give you the opportunity to purchase Capita shares at the market price in a tax efficient manner. You
decide how much to put towards the shares each month (up to a maximum contribution of £150 per month, or 10% of salary, whichever is less)
and Capita deducts this from your pre-tax pay to purchase shares for you. The shares you purchase each month are kept in a trust until you leave
Capita or take the shares from the plan. You can join at any time. Capita also provides ‘matching shares’ which are added to your share portfolio.
Full details and an application form can be found in My Benefits on Capita Connections.
Choice
Capita offers a wide choice of voluntary benefits, which are managed through an online benefit portal, Choice. Shortly after you have joined Capita
you will receive your unique user ID and details on how to log into Choice.
There is a joining window at the end of each year, when employees will have the opportunity to select the benefits they wish to take up for the
coming year. Some benefits do roll over automatically into the following year so that you do not have a break in cover, therefore it is important
that you check your account at each annual election to ensure that you always have the benefits that you require for you and your family.
New Joiners will be given an interim joining window when they start at Capita to select the benefits they wish to take up for the rest of the year,
however this will exclude certain benefits marked with an asterisk below;
The voluntary benefits available to you include:
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Voluntary Critical illness insurance
Partner Critical Illness insurance
Cycle to work
Dental Insurance
Voluntary group income protection
Additional Voluntary Life Assurance
Partner Life Assurance
Health screening*
Medical cash plan
Holiday Buy* (maximum of 5 days or up to 30 days a year, whichever is lower, pro rata for part time employees)
Please note that Holiday Buy is not available to all employees due to operational reasons
Travel Insurance
Discounted Dining Card
Retail Vouchers
RAC Breakdown Cover*
Gadget Insurance
Will Writing
ISA Savings
Some benefits are available to join at any time during the year, therefore you should regularly visit your account to see what is new.
The discounts available include:
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Retail & leisure discounts: access to a range of discounts
Corporate Gym Discounts
Discounted school holiday activity days for children
O2 mobile phone discounts
Vauxhall Partners Programme
Benefits are reviewed on an annual basis and may change.
Your guide to Capita
April 2019
10
2. Your career
2.1 Recruitment
Capita’s recruitment and selection procedures are based solely on the necessary and justifiable job requirements and the individual’s suitability.
Job profiles and person specifications are drawn up for every post to be filled. Posts are advertised internally on Capita Connections under My
Career. Where posts are advertised externally, consideration is given to the most appropriate outlets to ensure that a wide range of potentially
suitable applicants have the opportunity to apply.
Selection methods, including interviews, are conducted in accordance with documented and standardised procedures and checklists, designed
to ensure that discrimination forms no part of the recruitment process.
The objective is to make each appointment on the grounds of selecting the most suitable candidate for the post.
2.2 Performance and success
In order that we can to meet the challenges of an organisation that is growing, diversifying into new markets, and increasing our presence
internationally, it is crucial that we have an identified pipeline of leadership and technical excellence at all levels within the organisation. Talent
management and succession planning are key elements of our strategy to ensure that we give employees the opportunity to grow and develop,
whilst sustaining the appropriate resource to maintain our high organisational performance.
We cannot expect you to achieve your objectives if you don’t know what they are, or to know how you are doing if you never have the chance
to sit down and review your progress with your manager. The performance management system we follow at Capita allows us all to move in
the same direction.
Agreeing objectives
The performance management cycle starts when, together with your manager, you agree a plan that sets out Specific, Measurable, Achievable,
Realistic and Timebound (SMART) objectives. This comes after you both have defined the job, defined the standards and talked about potential
achievements and goals to work towards. The purpose of agreeing a set of objectives and their relative priorities is for you to have a clear
framework that you can refer back to at any time during the year and at each of the review sessions and during the appraisal. Increasingly, as
you get more experienced, you will set your own objectives for discussion with your manager.
You will need to retain your own copy of the plan, to refer to throughout the year.
A new performance plan will be agreed at the conclusion of your probationary period and then at least annually or at the start of a promotion
or new job within Capita.
Reviewing progress
To make sure we are aware of all your achievements, understand the changing context of your job and offer timely help and support, we hold
review sessions throughout the course of the year. This is a chance to give – and receive – feedback, on both sides.
Once you have settled in, we would expect there to be at least two review sessions during the year, and more on an informal basis, if you wish.
These sessions are an opportunity to take stock, change the plan (if it needs changing) and put into effect additional means of support and training.
They are an indicator of how well you and your manager are communicating, of how effectively you are performing and of what still needs to be
done in the time available.
The annual appraisal
A year after that first meeting to agree the performance plan, there will be a formal appraisal of your performance in your job. We follow set
criteria for best practice in conducting appraisals. This means setting aside sufficient time not just for the interview, but also for preparation by
both you and your manager beforehand. The appraisal is divided into two parts: a self appraisal, where you review your own performance and
training needs; and the performance appraisal, conducted by your manager with you.
During the performance management process you will be measured both against objectives set by your manager, and against degrees of
competence in each objective, in order to give a clear idea of your development needs.
Non achievement against objectives and/or low levels of competence in an area relevant to an objective would indicate a need for development.
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Further information on the performance management processes and, in particular, the competencies relating to your specific role will be given
to you during your first appraisal.
Following this process means we have a clear picture of your performance over the course of the year; your views on how effectively you have
been managed; the degree of your success in meeting the objectives; any skills gap or further training needs; your career aspirations and ambitions
for the future – and from all of this you and your manager need to agree a performance rating for the year.
As our culture at Capita is a meritocracy – using performance pay to reward ability and results, and awarding promotion based on merit
– we understand the importance of this time of year to you. A successful appraisal springs from clear communication between you and your
manager during the year and from strict adherence to the cycle of planning followed by regular reviews.
Once you and your manager have signed off the appraisal, it goes up the line, for your manager’s manager to check and sign. We do this to ensure
objectivity and fairness.
2.3 Learning and development
Capita believes that our services to customers and business success depend on our people being fully capable and confident in carrying out their
responsibilities. Our business is based on the success of our teams and Capita is fully committed to developing the knowledge, skills and behaviours
needed to deliver service excellence.
Our learning and development approach is to clearly link the objectives of the business to individual and group learning. We seek to support
business initiatives and growth plans with tailored and targeted learning that helps individuals to achieve results.
Therefore, in analysing learning needs, we clearly seek to connect learning to business benefits. This is why we view learning as an investment, not
merely a cost.
Learning is also an important part of our talent management and succession planning strategies. Therefore, we seek to channel both formal and
informal learning interventions to manage your development and develop your career.
On joining Capita you are required to complete a set of mandatory courses covering induction, security of data, bribery and corruption, diversity
and other business/position specific mandatory courses. Throughout your employment with Capita you will be required to maintain and refresh
your knowledge by completing the mandatory courses at set intervals.
In line with our performance management strategies, the relationship between you and your manager is fundamental to the learning process.
Learning is provided in Capita to help you perform to the best of your ability and to meet your objectives. Your line manager is therefore
responsible for ensuring that you have all the resources and skills required to do your job.
Your manager will work with you and your colleagues to ascertain learning requirements through your formal monthly and quarterly meetings,
as well as during the annual appraisal process. By clearly linking learning to performance, we can ensure that learning interventions are impacting,
relevant and straightforward to implement.
We also seek to ensure that learning resources are used wisely. We do this by:
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Ensuring that we share resources between Capita companies – as a large and diverse organisation, we have developed many diverse courses
across our businesses. Therefore, by working closely with our colleagues we can share resources and avoid unnecessary expense.
Ensuring that we choose the right media for learning – some of the best resources are now on-line and this can be a highly cost effective
alternative to sending someone on a course.
Ensuring that managers are equipped to coach their teams and develop ongoing learning.
Ensuring that we systematically analyse and evaluate learning to ensure that your business gets a return on its investment
Ensuring that you receive feedback on a regular basis on your performance.
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We offer support to our businesses to ensure that learning options are accessible and easily understood. Capita-wide and business-specific
training can be accessed using our learning management system, My training. This is accessible through Capita Desktop and includes:
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descriptions of group and business specific courses
on-line modules which can be accessed from your desk top or laptop
booking details and learning paths
your own training history.
We believe that learning should be relevant, modern, stimulating and motivational.
Capita has invested in its own Learning at Capita which provides a range of online, face-to-face and accredited learning. The offerings cover
subjects as diverse as:
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management and leadership
personal development and communication
project management
sales and marketing
human Resources
legal.
Capita will seek to support your learning by providing advice, support and administrative support to ensure that you receive the most relevant
learning journey for your requirement.
Full details of the courses can be viewed on Capita Connections in My training.
2.4 Celebrating our local heroes
Capita’s success is built on the hard work of our people. We therefore want to recognise and celebrate employees across the business who are
making an exceptional contribution – our local heroes.
Each month we will be celebrating individuals who are helping Capita to simplify, strengthen and succeed; be innovative and positively impact our
local communities and environment.
Your local internal communications team will share with you how to nominate a colleague within your business, so look out for details from them.
Nominations can be made in the following categories;
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Helping Capita simplify
Helping Capita strengthen
Succeeding in delighting our clients and their customers
Innovation and creativity
Positively impacting our local communities and environment.
For further information, visit the Celebrating our local heroes section in My career on Connections.
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3. Your family
As part of our commitment to equal opportunities, and in recognition of the needs of our diverse workforce, Capita follows best practice and has
adopted a family-friendly approach. This encourages flexibility and enables you to balance the demands of your job and home. We know what real
life is, and families are a part of it.
3.1 Maternity
All women who wish to have a baby have certain rights, including the right to return to work after the baby is born.
At Capita we believe in helping you exercise these rights.
Once we have been notified of your pregnancy, you will be sent more details on your maternity entitlements, a guide to family related leave is also
available in the Maternity Leave section under My holidays and absence in the My pay and benefits section on Capita Connections.
All women are entitled to a maximum of 52 weeks maternity leave made up of Ordinary Maternity Leave (“OML”) and Additional Maternity Leave
(“AML”). Your entitlement to paid leave depends on your length of service and on your terms and conditions.
During your pregnancy you will be given reasonable time off, with full pay, for antenatal care. We recognise this is an important time for you
and your manager will be available for further guidance and support during your pregnancy. For babies born on or after 5 April 2015, you may
be eligible to opt in to Shared Parental Leave (please see the relevant section below).
Communication
It is a good idea to speak to your manager early on, particularly as notification is an important part of exercising your maternity rights.
To exercise your rights you need to meet certain conditions. You will need to inform your manager in writing that you are pregnant, and let us
know your estimated due date. This must be done by the 15th week before your baby is due to be born. You will also need to pass to your manager
a Mat B1 certificate, which your midwife or doctor will sign and give to you.
Health and safety
In some circumstances pregnant women may be at more risk than other colleagues working in the same environment and we will fully assess the
risk to you and the baby. We take seriously our responsibility to provide you with a healthy, safe working environment. If you are concerned about
any aspects of your work relating to your pregnancy, please talk to either your manager or your health and safety representative.
Returning to work
It is important to let us know in writing at least 8 weeks beforehand if you intend to return to work. You are entitled to return either to your own
job after OML and/or one similar to the position you held before you went on maternity leave after AML.
To ensure effective planning for your return, we shall keep in touch with you throughout your maternity leave and ask that you do the same. We
shall also do our best to accommodate any wish for alternative work or flexible working hours.
3.2 Paternity
Two weeks of ordinary paternity leave (three days at full pay and the remainder at Statutory Paternity Pay (SPP) rates) is available for employees
who become new fathers, nominated carers or co-parents. This must be taken within the first 56 days following the birth/ placement for adoption.
To be eligible for the two weeks’ paternity leave, you must have continuous service with Capita for at least 26 weeks by the 15th week before the
child is due to be born or notified of a match for adoption.
For babies born on/matched for adoption on or before 4 April 2015 you may also be entitled to additional paternity leave of up to 26 weeks
provided the mother/primary adopter has returned to work before the end of their 12 month maternity (adoption) leave. To be eligible, you must
have continuous service with Capita for at least 26 weeks by the 15th week before the child is due to be born or matched for adoption.
We recognise the importance of both parents being involved at an early stage, employees who are due to become fathers or who are partners of
someone who is pregnant, will be entitled to take unpaid time off work to accompany their partner to up to 2 of her ante-natal appointments
(capped at 6 ½ hours per appointment).
Further information can be found on the My holidays and absence section under My pay and benefits on Capita Connections.
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3.3 Adoption Leave
Employees who are due to be matched for adoption on or before 4 April 2015 and have 26 weeks’ continuous service at the beginning of the
week in which you are informed that you have been matched with a child, will be entitled to a minimum of 26 weeks’ adoption leave.
From 5 April 2015 adoption leave will become a “day one right”, so employees who are due to be matched for adoption on or after 5 April 2015,
are no longer required to have 26 weeks continuous service to be eligible for adoption leave. Eligible employees will also be entitled to opt into
shared parental leave.
Entitlement to paid leave will depend on your length of service. Adoption leave can also be taken in addition to the right to take parental leave.
Further information can be found on the My holidays and absence section under My pay and benefits on Capita Connections.
3.4 Shared Parental Leave
Shared Parental Leave will apply to employees with a child expected to be born or matched for adoption on or after 5th April 2015 in the UK.
Parents will be able to share a pot of leave, and can decide to be off work at the same time and/or take it in turns to have periods of leave to look
after the child.
Shared parental leave will apply to eligible mothers, fathers, partners and adopters, enabling the mother/primary adopter of the child to end their
maternity/adoption leave early and convert the remaining balance of leave and pay into shared parental leave and shared parental pay, which can
be divided between them and their partner. In order to be eligible, both parents need to meet the earnings and employment test.
If you are considering opting into the shared parental leave, it is a good idea to speak to your manager early on, in order to discuss your request
in detail. Shared parental leave must be taken before the child’s first birthday / first year of being matched for adoption, and a minimum 8 week’s
notice must be given for any request.
Full details of the scheme and how it works can be found on Connections and in the Guide to Family Related leave. Further information can be
found on the My Holidays and Absence section under My Pay and Benefits on Capita Connections.
3.5 Flexible Working
If you have at least 26 weeks’ continuous service with the company, you have the right to request flexible working. If agreed, the change will be a
variation to your statement of terms and conditions either permanently or for an agreed period. You can ask your manager to consider a proposed
change to your hours, times or place of work. You will need to put your request in writing to your line manager, who will then arrange to meet with
you to discuss your request. If your request is refused, you will be told the reasons why and you will have the right to appeal against that decision. A
work colleague or union representative may accompany you at all times.
Further information, including the details you are required to provide when making a request, can be found under the My pay and benefits section
on Capita Connections.
3.6 Family Leave
Family commitments can entail dealing with emergencies and minor crises. We can arrange for time off to help you cope with those times when
your children are ill, when there is a problem with childcare or you need to take a dependant to their hospital appointment.
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4. Our people – our expectations
4.1 Equality and diversity
All employees have a shared responsibility to ensure that the Equality and Diversity Policy is adhered to and to promote a culture of inclusion
in the work place.
The Executive Directors Board
Capita’s executive directors fully endorse this policy and hold ultimate responsibility for reviewing and achieving its aims. They recognise their
role in being responsible and accountable for the development of diversity awareness in Capita and, as such, will lead by example. Furthermore,
this policy is supported and promoted by the divisional directors at their individual business’ board meetings.
Managers
All managers are responsible for implementing and enforcing this policy and ensuring that their teams and employees are trained and made aware
of their responsibilities. Managers should promote, respect and encourage each employee to reach their full potential and deal appropriately with
any breach of this Policy.
Employees
All employees of Capita, at every level, have an individual responsibility for ensuring equality of opportunity and adherence to this policy. This
can be achieved by respecting the right to work in an environment free from prejudice and discrimination, exhibiting the correct behaviours and
challenging colleagues who fall short of these expectations.
This policy is owned by Capita’s HR director, who is responsible for its effective implementation and regular review. The HR team will continuously
review all related policies, monitor employment practices and provide relevant advice and support to managers in championing diversity across Capita.
Monitoring
We continuously review this policy, together with all of our employment policies and practices, to maintain our focus on equality of opportunity.
To ensure that this policy and other procedures are operating effectively, HR will continue to monitor and measure the records of our employees,
benchmark our performance as a company and ensure that any patterns or trends are identified and resolved.
To achieve the aims and commitments of this policy, the HR team will ensure that further regular monitoring will take place. This will be in the
form of:
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Quarterly statistics, broken down into diversity categories, to be reviewed by the Board. Where necessary, targets and performance
management objectives will be set for specific areas in need of improvement, along with the necessary support and training.
HR monitoring of our central employee database, to ensure the application and effectiveness of this policy.
Raising any issues or trends regarding diversity with the divisional directors.
4.2 Human rights
Capita is committed to respecting the human rights of individuals in all aspects of its operations in the UK and internationally. We also recognise
that we have an opportunity to ensure that human rights are understood and observed in the areas that we work. We are dedicated to providing
a safe working environment in which we meet our obligations regarding health and safety, security, equality & diversity and to ensuring that the
respect and dignity of all our employees is adhered to at all times. The Human Rights policy operates, and should be read in conjunction with other
Capita policies including; Equality & Diversity Policy, Anti-harassment & Bullying policy, Speak Up Policy, Open Door Policy and Safety, Health and
Environment Policy.
This policy applies to all the Group’s businesses, employees, contractors and sub-contractors and covers three main areas of responsibility:
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Labour and workplace rights including fair working conditions
Freedom of association
Development of local communities where we work through our Creating Better Tomorrows foundation.
A copy of the full Human Rights Policy can be found on Capita Connections.
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4.3 Safety, health and environment
Capita believes that its employees are its most valuable resource and their health, safety and welfare is considered to be of paramount importance.
We take seriously our responsibility to provide you with a healthy, safe working environment.
This applies wherever you are based and no matter whether the site or operation is under the control of Capita or one of our associated companies.
We ensure that responsibilities for health, safety and environmental matters are clearly assigned, accepted and fulfilled throughout our
organisation. We also monitor our policy on health, safety and environment regularly, to make sure that what needs to be done is being done
and to check against any current changes in the law or in the organisation. We want you to be healthy and stay safe.
Environmental Policy
Capita is committed to the prevention of pollution and will work to minimise the impact of its operations through a continuous
improvement programme.
In particular, we will:
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comply with all relevant existing environmental legislation and other requirements
reduce harmful emissions wherever practicable
seek to reduce consumption of materials in our operations and promote recycling and the use of recycled goods
manage energy and water usage wisely in all our operations
incorporate environmental considerations into the procurement of goods and services.
To achieve these we will:
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allocate sufficient management resources to ensure effective implementation of the environmental policy
motivate and educate our employees to conduct their activities in an environmentally friendly manner
measure, monitor and report on key indicators of our environmental performance on an annual basis
review our policy on a regular basis to take account of new developments in environmental management and legislation, and also our
stakeholder expectations
perform periodic audits of our activities to ensure compliance with company requirements, legislation and policy requirements
Capita recognises that the effective implementation of the policy represents an opportunity to improve the performance of the company
by reducing environmental risks and impacts, and increasing the efficiency of our operations.
Health and Safety Policy
Capita recognises health and safety as an integral part of its business performance by preventing workplace injuries and ill health,
protecting the working environment and reducing unnecessary losses and liabilities, and considers the successful management to be
a key management objective.
Capita is committed to:
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compliance with all legislative and regulatory requirements
the provision and maintenance of all plant, work equipment and safe systems of work
the safety and absence of risk to health in connection with the use, storage and transport of articles and substances
the provision of suitable information, instruction, training and supervision
a safe place of work, together with suitable means of access and exit
the provision of emergency arrangements and facilities
continual improvement in all areas of health and safety management.
All employees are required to take reasonable care for their own health and safety and of others who may be affected by their actions or omissions,
and cooperate with Capita to ensure compliance with all legislative requirements and standards.
All business functions, sites and employees are expected to carry out their duties within the context of Capita’s commitment to achieving high
standards of health and safety in the workplace.
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The Capita Board is committed to developing a culture that supports the management of health and safety at all levels and shall ensure the
necessary financial and physical resources, the competency of its employees and the provision of any necessary expert advice in order
to support the health and safety policy.
Capita’s health and safety performance objectives will be monitored continuously and will be subject to regular audits.
The law
As an organisation, we have a statutory obligation to manage health and safety at work effectively. Our duties are clearly set out in the Health
& Safety at Work Act 1974 and various other pieces of legislation.
For you as an individual, this means taking reasonable care of your own health and safety and of the safety of others who may be affected by
what you do or don’t do. All managers are responsible for doing everything in their power to maintain a safe and healthy place of work and to
prevent personal injury, loss or damage to the environment.
Training
When you join Capita you are given induction training. This includes initial guidance on health, safety and environmental issues at your place of
work. All employees should complete the SH&E Induction which is accessible through the ‘My training’ section on Capita Desktop. Periodically
you will be given refresher training enabling you to keep healthy, safe and minimise our impacts on the environment. Detailed safety, health
and environmental policies and guidance can be found on Capita Connections.
Implementation
The responsibility for implementing health and safety measures lies with each one of us. At every Capita location the site manager or director
will ensure health, safety and environmental issues are effectively managed.
A site safety, health and environment advisor is appointed for each location and their responsibilities include checking that health, safety and
environmental arrangements are in place and assisting line managers carry out risk assessments. Your line manager is your first point of contact
for health, safety and environmental issues.
There are also first aiders and fire wardens appointed at each site. If you are interested in becoming involved in health, safety and environment,
please contact your manager for further details.
Employee responsibilities
Your responsibilities includes taking reasonable care of your own health and safety and of the safety of others who may be affected by what
you do or don’t do. You should also follow any health and safety instructions, using equipment provided safely and correctly.
You should report to your manager anything considered a serious danger or any concerns you have about health, safety or welfare in the
workplace; telling them details of any work-related accidents, incidents or anything that affects your wellbeing as soon as possible. They can
then investigate and, if necessary, ensure an assessment is undertaken and appropriate action taken.
Resolution of safety issues
All employees should always seek to prevent health and safety issues from arising by using recognised working practices and keeping workplaces
clean and tidy.
Health and safety issues should be dealt with effectively and speedily in an atmosphere of mutual trust and confidence. Most will be resolved
informally between employees and their line manager/site manager who, if necessary, may seek the advice and guidance of the Site
Safety Representative.
Matters that cannot be resolved locally may be referred to the Safety, Health and Environment Team.
Smoking
We recognise the effects of smoking and passive smoking in the workplace. To protect the health and wellbeing of all our employees, we do not
allow smoking within any of our sites.
Personal appearance
Because you represent Capita at all times during your working hours, we ask you to dress in appropriate, smart and tidy clothing and to behave
in an appropriate manner to all colleagues, clients and visitors. Some clients have more specific guidelines on dress code for people who work on
their sites. To perform some roles individuals may be required to wear specific clothing for health and safety reasons. However, you will be fully
briefed about this at your induction.
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4.4 Harassment and Bullying
As part of its overall commitment to equal opportunities and diversity, Capita is fully committed to promoting a positive and harmonious working
environment where every employee is treated with respect and dignity and in which no employee feels threatened or intimidated because of
his or her age, sex, disability, gender re-assignment, marriage and civil partnership, pregnancy and maternity, race, religion and belief and sexual
orientation. The aim of this policy is to prevent harassment and bullying, provide guidance to resolve any problems should they occur and also to
prevent recurrence of any incidents.
Harassment and bullying at work in any form is unacceptable behaviour and will not be permitted or condoned.
Harassment may also be a civil offence, a criminal offence and it may contravene health and safety legislation. Bullying and harassment are not
only unacceptable on moral grounds, but can detract from a productive working environment and can affect the health, confidence, morale and
performance of those affected by it, including anyone who witnesses or knows about the unwanted behaviour.
This in turn can have a direct impact on our company reputation, profitability and economic efficiency as a business.
Harassment or bullying is inappropriate behaviour at work and will be treated by this organisation as misconduct, which may include gross
misconduct warranting dismissal. All employees of Capita are required to comply with this policy. Where appropriate, recognised trade union/
employee representatives are consulted on introduction of, and amendments to, this policy.
Definition of harassment and bullying
Harassment is unwanted conduct of a personal nature, or other misconduct relating to age, sex, disability, gender re-assignment, marriage and
civil partnership, pregnancy and maternity, race, religion and belief and sexual orientation, which affects the dignity of women and men at work.
Bullying can be seen as a form of harassment and may be characterised as offensive, intimidating, malicious or insulting behaviour, and abuse or
misuse of power through means intended to undermine, humiliate, denigrate or injure the recipient.
Examples of unacceptable behaviour constituting harassment and bullying include:
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physical conduct ranging from touching to serious assault
spreading malicious rumours, or insulting someone verbally, in writing or through any electronic or social media, through racist jokes, offensive
language, gossip, slander and/or threats
isolation or non cooperation at work; exclusion from social activities
shouting or screaming at someone
overbearing or excessively tight supervision or overloading and constant criticism
coercion and threats about job security without foundation
prevention of individuals progressing by intentionally blocking promotion or training opportunities
intrusion by pestering, spying, following, etc
visual displays of posters, graffiti, obscene gesture or any other offensive material.
It should be noted that this list is not exhaustive. It is the actions or comments being viewed as demeaning and unwanted by the recipient which
is relevant and not the motive or intent behind it.
Employees’ rights and responsibilities
All employees have the right to work in an environment which is free from harassment and bullying, and have the right to complain about
harassment or bullying should it occur. All complaints will be dealt with seriously, promptly and confidentially. Capita’s anti-harassment and
bullying and disciplinary procedures maybe invoked where appropriate.
Every effort will be made to ensure that employees making complaints, and others who give evidence or information in connection with the
complaint, will not be victimised. Any complaint of harassment or bullying will be dealt with seriously, promptly and confidentially.
Any violation of the anti-harassment and bullying policy will result in disciplinary action (including warnings and compulsory transfers without the
protection of wages or salary) and may warrant dismissal.
All employees have a responsibility to help ensure a working environment in which the dignity of employees is respected. Everyone must comply
with this policy and employees should ensure that their behaviour and conduct to colleagues and clients does not cause offence and could not
in any way be considered to be harassment or bullying.
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Employees should discourage harassment and bullying by making it clear that they find such behaviour unacceptable and by supporting colleagues
who suffer such treatment and are considering making a complaint. They should alert a manager or supervisor to any incident of harassment or
bullying to enable Capita to deal with the matter.
The organisation’s and line manager’s responsibilities
Capita will ensure that all employees and all line managers are aware of their responsibilities. Capita will ensure that all complaints of harassment
and bullying are dealt with promptly, seriously and confidentially.
Line managers and those playing any official role will receive appropriate training so that they can perform their roles sensitively and effectively.
Line managers have a duty to implement the Anti-Harassment and Bullying Policy and to make every effort to ensure that harassment and bullying
does not occur, particularly in work areas for which they are responsible.
Line managers have responsibility for any incidents of harassment and bullying of which they are aware or ought to be aware. If harassment or
bullying does occur, they must deal with these situations fairly, sensitively and confidentially.
Line managers will also ensure that they provide ongoing support to employees following a complaint of harassment or bullying being made,
where this is necessary or appropriate, which may include temporary suspension of the alleged harasser or temporary redeployment of either
party whilst a thorough investigation takes place.
Review
Capita will monitor all incidents of harassment and will regularly review the effectiveness of this policy and procedure.
4.5 The Open door policy
We believe that creating and encouraging a culture where each individual knows their own worth and feels valued and respected will yield
business benefits for all employees. To accomplish this, our policy is to encourage a culture of active listening.
Our open door policy
If you have something you need to talk through with your manager, you can do this at any time. It may be that you need to speak with
someone else.
Your welfare
Your welfare is important to us. We do not wish to intrude into your private affairs, but, if you need to talk, you may always approach
your manager.
If you are aware of a personal problem that may affect your work, please consult your manager early on, so that you can work together to
find a way to support you and prevent difficulties from arising later. In certain circumstances, your HR representative may be brought in
to assist both parties.
Grievance procedure
If a problem arises at work that, despite everyone’s best efforts, cannot be resolved informally, we have in place a formal grievance procedure
that provides you with a framework in which to raise issues and express your concerns. We undertake to listen carefully throughout this process
and always strive for a fair and reasonable outcome.
Individual and group grievances
The prescribed stages described below are there to be used by individuals and by groups. If a group needs to raise an issue not related to any
one individual, they will need to choose two people to represent the group at the various meetings. They may also choose to include one or
two witnesses in the meetings.
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Stage 1
If you feel you have a grievance which you have not been able to resolve informally, you should put this in writing, setting out your concerns
to your line manager. You will be invited to a meeting at which you are entitled to have with you a representative (either a colleague or a union
representative) to clarify the reasons for your grievance.
It may be necessary for the line manager to conduct an investigation to consider all relevant facts before letting you know the outcome in writing
(usually within fourteen days). You have the right to appeal against this decision. If you cannot discuss the matter with your line manager, follow
the steps in stage 2.
Stage 2
If, after a reasonable period of time, you feel your grievance has not been resolved, you should refer the matter to a senior manager, by setting out
your concerns in writing. Your grievance will be heard in a meeting at which you are entitled to have with you a representative (either a colleague
or a union representative). Once the senior manager has considered all the facts, you will be informed of the decision (usually within fourteen days)
and receive a written response. You have the right to appeal against this decision.
Stage 3
Following these stages, if you feel your grievance has not been resolved, you can write to another senior manager or director, setting out your
concerns and explaining why you believe your grievance has not been resolved. You will be invited to attend a meeting where you will be entitled
to have a representative with you (either a colleague or a union representative). The purpose of this stage is to review your grievance and the
steps taken to date to resolve it. You will receive a written response – usually within fourteen days. This will be the final decision as the
grievance procedure will have been exhausted.
Malicious grievance
In order to protect you from malicious accusations and to deter vexatious grievances, Capita reserves the right to take disciplinary action
against those who make allegations of this nature.
4.6 Conduct
Our reputation is based on the conduct and professionalism of our people, the quality of service we deliver and our commitment to
continual improvement.
The values outlined in the Employee Handbook reflect the high standards of professional and ethical conduct we expect from all our employees,
whilst the Statement of Business Principles available within Capita Connections in the Responsible business section in About Capita, outlines
our shared business values and responsibility to stakeholders, shareholders, employees, customers, suppliers and the local communities we
operate within.
Capita encourages high standards of behaviour from all employees including:
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showing mutual respect for colleagues; valuing their skills, experience and contributions
acting with integrity and honesty in all your dealings with others
taking ownership for and being accountable for your actions
acting in a professional manner, taking account of relevant factors when making decisions and acting in the best interests of the business
acting in accordance with Capita’s values and policies and complying with all applicable laws and regulations.
We believe that a clear and transparent disciplinary procedure promotes positive employee relations as well as fairness and consistency in the
treatment of individuals and the safety and wellbeing of all our employees. These procedures do not have contractual effect.
Aims:
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to help and encourage all employees to achieve and maintain expected standards of conduct, attendance and job performance
to ensure that unacceptable conduct and performance standards are addressed promptly and appropriately
to ensure a fair and consistent treatment for all employees.
Wherever appropriate, we encourage day-to-day issues to be dealt with informally between you and your line manager. Informal discussions,
carried out at an early stage, can often pre-empt the need for formal procedures to be invoked by addressing potential problems before
they escalate. Where conduct or performance does fall below the standard set out, or where circumstances require, we shall apply the
disciplinary procedure.
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Misconduct and gross misconduct
There are two levels of disciplinary offence. Misconduct is the term used to describe behaviour that warrants disciplinary action. Gross misconduct
describes behaviour that strikes at the root of the contract between Capita and an employee: where an individual has forfeited the trust we placed
in them and is liable to summary dismissal or suspension pending investigation.
Misconduct
Examples of misconduct include:
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poor standard of work/capability
absenteeism or poor timekeeping
refusing reasonable management request
minor insubordination or disregard of specific procedures
unacceptable personal appearance and/or hygiene at work
negligence
unauthorised employment or improper disclosure of information
absence from work without a valid reason
damage to Company property
failure to comply with our health and safety policy
being an accessory to a disciplinary offence
malicious allegations
Gross misconduct
Examples of gross misconduct include:
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disobedience of reasonable management instruction
stealing, lying or falsifying claims or returns
misconduct in relation to Company documents
fighting and assault
inappropriate email messages
accessing and/or circulating inappropriate websites or offensive materials
contravention of Company rules or standing orders
abusive behaviour, discrimination or harassment
corrupt or improper practice
offensive obscene or rude conduct
malicious damage to Company property
breach of our health and safety policy
sleeping on duty, neglect of health or being under the influence of drink or drugs
criminal conduct
conduct outside of work
bringing the Company name into disrepute
failure to declare personal interest or relationship
conduct at work likely to offend decency
fraud
a serious breach of confidence.
Please note that this list is not exhaustive.
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Action prior to invoking the formal disciplinary procedure
Investigation
In potential disciplinary matters, an investigation will take place prior to any formal action taken. At this stage:
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No disciplinary action will be taken against you until the case has been fully investigated to establish the facts clearly and collate any
documentary evidence available that may be relevant (eg, witness statements, factual evidence, etc).
You may need to be interviewed to establish your involvement or gather more information. However, in cases where the disciplinary is based
on purely factual evidence, you may not be interviewed prior to being invited to attend a disciplinary hearing.
Whilst it is not a requirement for you to be accompanied at this investigative stage, any reasonable request to be accompanied by a work place
colleague or trade union representative will not unreasonably be denied, (should the investigation meeting be unreasonably delayed due to the
representative being unavailable at this stage, you will be asked to choose an alternative representative).
Suspension
In serious cases of alleged misconduct/gross misconduct, you may be suspended on full pay during the period of the investigations until the
process is concluded. Suspension is not intended to be punitive, or a form of disciplinary sanction. There is no right of appeal against suspension.
Suspension can be appropriate in cases where there are reasonable grounds for suspecting that a serious disciplinary offence has been committed,
where it would ease the conduct of investigations if you are not on the premises, where relationships have broken down or the company consider
that company property, confidential information or responsibilities to other parties are at risk.
Employees on suspension will not be able to access any of the company’s premises, or documents, including remotely, without the prior consent
of their line manager.
However, account will be taken of the need for you to prepare any defence and make contact with any witnesses.
Disciplinary procedure
We have established an agreed method of handling misconduct and poor performance following prescribed stages, to ensure fair treatment,
which are detailed below.
The disciplinary procedure may be commenced at any of the four stages, without every stage being exhausted, depending upon your disciplinary
or performance record or the severity of the allegation.
Informal action
Dependant on the nature of the incident, before taking formal disciplinary action, your manager will make every effort to resolve the matter
by informal discussions with you.
Only where this fails to bring about the desired improvement should the formal disciplinary procedure be implemented.
Disciplinary hearing
Where the facts of a case of misconduct, gross misconduct or poor performance appear to call for formal action, at each stage the employee
will be given at least three days’ notice in writing to attend a formal disciplinary hearing.
You will be informed in writing of the reasons for the hearing, given the right to be accompanied by a trade union representative or work place
colleague, and sent copies of all relevant documentary evidence and witness statements. The person conducting the hearing will also
be accompanied.
Before the hearing you will be given the opportunity to call any relevant witnesses to support your case. You will be required to advise at least
24 hours in advance of the hearing of who you wish to call and also provide copies of witness statements. The person conducting the hearing
will decide whether the witness(es) is relevant to the case and, if your witness(es) has not formed part of the original investigation, the hearing
may be postponed in order that further investigations are carried out.
After such investigation your witness(es) will be called into the hearing at the appropriate time in order that they can be questioned further based
on their witness statement.
Where it is deemed that your witness(es) is not relevant to the case, you will be informed in advance of the hearing and given an explanation.
The witness(es) will not be given the opportunity of attending the hearing.
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You are required to make every effort to attend the hearing. If you are unable to attend, you should inform the person conducting the hearing
as soon as possible.
If you do not make contact or fail to provide a reasonable explanation, the hearing may be held, and a decision made, in your absence. The decision
will be notified in writing.
At the hearing, you will have every opportunity to comment on the allegation(s) against you. You will be given an opportunity to state your case
fully, including any mitigating circumstances for your performance or conduct.
The facts and evidence will be considered before making a decision.
Formal action
Formal action may be taken after the hearing. When deciding what form of action will be taken, the person conducting the hearing will take
into account the severity of the misconduct or performance, all the evidence, any mitigating circumstances that you have put forward, and
any previous relevant warnings before making a decision on the level of warning.
Stage 1
Misconduct/unsatisfactory performance – verbal recorded warning
If your performance or conduct does not meet acceptable standards, you will be issued with a Stage 1 verbal recorded warning in writing.
This will set out the nature of the misconduct or the performance concerns, the required standards or objectives and the necessary measures
for improvement (including identifying any training needs where necessary).
In cases of unsatisfactory performance your manager will identify a reasonable period of time for monitoring and improvement in which to achieve
the objectives. A written summary of the hearing will be sent to you.
Stage 2
First written warning
If the misconduct is sufficiently serious, or there is a failure to improve performance or conduct during the current warning for the same type of
offence, you will be issued with a Stage 2 first written warning. This will give details of the misconduct or failure to improve performance and the
improvement required (identifying any training needs where necessary). A written summary of the hearing will be sent to you.
Stage 3
Final written warning
If the offence is sufficiently serious or, there is still a failure to improve performance, or there is continued misconduct, you will be issued with a
final written warning. This will give details as above in Stage 2 and will also warn that failure to improve may lead to dismissal. A written summary
of the hearing will be sent to you.
Stage 4
Dismissal or some other action short of dismissal
The first or final step in the disciplinary procedure may be dismissal dependant on the nature of the conduct or if there is a continued failure to
improve performance.
Alternatively, the person conducting the hearing may consider disciplinary action alternative to dismissal including (but not limited to) transfer
or relocation, or demotion.
In cases of dismissal, you will be issued with a dismissal letter detailing the reason for dismissal, the date on which employment will terminate
and information on any pay related matters. A written summary of the hearing will be sent to you.
In cases of gross misconduct, the result will normally be summary dismissal without notice, or payment in lieu of notice or any other benefits.
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Appeals procedure
After each stage of the disciplinary procedure, you have the right to appeal, and will be informed of your right to appeal in the disciplinary outcome
letter. If you wish to appeal against the decision you must do so in writing, outlining your reasons for appealing, within seven working days of
notification of the decision. The appeal will be held by a different person to the one that conducted the hearing and their decision is final. You will
receive a written response to the appeal within at least fourteen days of the hearing following any further investigations that may be required.
Duration of warnings
Usually verbal recorded and written warnings will cease to apply after a period of 12 months. This is provided that no further warnings have been
issued in the meantime, or where the circumstances are particularly serious.
In most serious cases, where a final written warning is given, it may be necessary for the warning to remain active for the duration of employment.
4.7 Sickness absence
There are bound to be times when you are ill and unable to come in to work. We want you to get better fast and return to work when you are
feeling fit and ready for action. These procedures do not have contractual effect.
Sickness absence management
Managing sickness absence is important, so that we can continue delivering a service of the highest quality and to keep the costs of the business
down. We have a robust sickness absence management procedure which is based on the following key principles:
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we aim to provide you with a safe and healthy working environment in which to work
we need to consider our requirement to provide a high quality service to our customers in all that we do
you are expected to take personal responsibility for achieving acceptable attendance records and for maintaining your health and wellbeing,
as far as possible
we expect full attendance as the required standard
if you do not meet the required standards of attendance we will involve you as fully as possible in developing strategies to help you improve
your attendance
our procedures will be applied fairly, consistently and with respect
wherever possible we will seek to address any concerns about your attendance informally in the first instance, as early as is possible, to avoid
the need for the use of formal procedures
you must make yourself aware of the sickness absence procedure and follow the defined processes when absent due to sickness.
Reporting your absence
If you are ill it is important that you contact your manager as soon as possible on your first day of absence, at the very least within the first
half hour of the start of your working day. You must ensure that you contact your manager by telephone yourself unless there are extreme
circumstances preventing this. Notification by text message or email is unacceptable. If there is no word from you, your manager will try to make
contact with you either by telephone or in writing. You are required to keep in regular contact and maintain a suitable level of dialogue with your
line manager throughout your absence so that they are kept updated on your illness and likely return to work. If you do not follow the procedures
you will be classed as absent without leave and your pay may be reduced accordingly. In addition you may be subject to disciplinary action.
Return to work
On your first day back at work your manager will meet with you and carry out a Return to Work Interview to check you are fit enough to be back,
and to discuss the reason for your absence in order to help prevent any recurrence of your illness. You will also need to complete a Self Certification
of Sickness form.
Frequent absence
If there is a pattern of regular and frequent absence from work your manager will meet with you to talk about any underlying causes and may
suggest a visit to a GP. Formal monitoring of your sickness absence will be initiated and a Stage 1 warning may be issued to you.
If the pattern continues with no improvement you will be invited to meet again with your manager who will again explore the reasons for your
absence and may issue you with a Stage 2 warning. At this stage your manager may refer you to the Occupational Health Service. They may
contact you by telephone to discuss your absence, request to contact your GP or specialist for a report on your medical condition, or invite you
to a face-to-face interview. This is to ascertain whether there is any underlying cause and to obtain Occupational Health advice surrounding
your role and workplace.
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If the pattern of frequent absence still continues your manager will meet with you again at Stage 3 of the process to decide whether to extend
monitoring of your absenteeism or to seek suitable alternative work. This stage may result in your dismissal.
At each formal stage of this procedure you will have the right to be accompanied by a trade union representative or a work colleague. You will
also have the right to appeal against any formal warning. Any warning issued will remain on your file for a period of 12 months.
Capita’s Absence Management Procedure does not bring into doubt the genuine nature of people’s absence and is used even on occasions of
legitimate certified sickness absence.
Absence for more than seven days
If you are ill and think you are likely to be off for more than seven days, you must let your line manager know and submit a Doctor’s Fit Note. You
will need to complete a Self Certification of Sickness form on your return to work. During all periods of absence, you are required to keep in regular
contact and maintain a suitable level of dialogue with your line manager so that they are kept updated on your illness and likely return to work.
Absence for more than four weeks
If you are absent for more than four weeks we shall consider referring you to the Occupational Health Service. The Occupational Health Service
may contact you by telephone to discuss your absence, request your permission to contact your GP or specialist for a report on your medical
condition, or invite you to a face-to-face meeting with an Occupational Health Advisor. If your absence becomes prolonged we may seek further
medical advice and will consult with you about your future return to work in whatever capacity or the next steps ahead.
You will be treated in line with the following principles:
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Staying in touch
As well as the initial notification and certification of absence, you must keep your manager advised of your situation at all times. Your manager
will keep in regular contact with you, normally by telephone at agreed times. You are also expected to be available for regular progress
meetings. Meetings will normally be held at work, but depending on your circumstances and in order to avoid inconvenience, we can arrange
to meet with you at home, or at an alternative local venue.
Meetings
Your manager will usually meet with you on a regular basis to discuss your sickness absence, consider adjustments which may support a return
to work or facilitate an improvement in your attendance, and make sure you are fully aware of all the options in regard to your employment.
The meeting provides you the opportunity to explain the reason(s) for your absence and allows you to suggest ways that you can improve
your attendance. Your manager can also use the meeting to keep you up to date with any developments at work. You may ask a trade union
representative or colleague to attend these meetings with you and notes taken will be copied to you. The frequency of these meetings will vary
dependent upon the circumstances of your case.
Phased return to work
If you are not well enough to return to your normal role or hours of work, but can undertake some work, your manager may agree to a phased
return to work where practicable. The duration of this will take into consideration advice received from the Occupational Health Service.
Whilst continuing absence of four weeks or more will be managed under the Long term sickness procedure, if the pattern of absence is a cause
for concern or it is related to short term / frequent absence this may be managed under the short term / frequent absence procedure.
Options for the future
If you are unable to return to your own job or sufficiently improve your attendance records after taking into account/ implementing all
reasonable adjustments wherever possible, all options will be explored with you including:
■■ Redeployment on medical grounds
Your manager will help you to seek suitable alternative roles for you. It is not possible to create additional roles. However, where a suitable
alternative role can be identified you will be considered for this. We will also consider your ideas and suggestions for what may be suitable
for you.
■■ Retirement
If you are a member of a pension scheme, you may be able to make a request for early retirement. If you wish to consider this, you should
discuss this with your manager.
■■ Permanent health insurance (PHI)
Some employees may have an entitlement to permanent health insurance. If you are unsure you should check with your manager.
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Sick pay
Please refer to your statement of terms and conditions for details of your sick pay entitlement, which may be made up of Statutory Sick Pay (SSP)
and Company Sick Pay (CSP). Your entitlement is calculated taking into account any absences in the 12 months before the first day of your current
sickness absence. If you suffer an injury while you are involved in a sport or other hobby, your manager has the discretion to decide whether CSP
should be paid.
Company sick pay is inclusive of Statutory sick pay
While you receive sick pay, the time you are off work will still count towards your length of service and pensionable service, and you will continue
to accrue annual leave within the current leave year.
Should you be unable to take leave during your period of sickness, carryover of leave to the following leave year may be agreed with your line
manager. Once you have exhausted entitlement to CSP, annual leave entitlement will accrue at the statutory rate (unless your statement of
terms and conditions states otherwise).
Sick pay during holidays
If you fall ill before you go on leave and, as a result, are unable to take the leave, this period will be recorded as sickness absence.
If you start a holiday and then become ill, the absence will still be deemed a leave period.
In some circumstances a manager may use discretion to convert this to sickness absence, pay sick pay and allow the annual leave to be taken
at an alternative date, in these circumstances a Doctor’s Fit Note must be submitted.
If your absence runs over the course of a public holiday you will not be credited or given payment in lieu of the public holiday.
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5. Communication
5.1 Channels of communication
Open dialogue encourages debate, innovation and exchange of knowledge. From all of this, a successful business grows.
We hope that you bring with you a readiness to be highly committed to Capita, and we value this commitment. In return it’s our responsibility
to keep you well informed about the strategic direction of the business, the regular events and news items and all the interplay of changes that
take place on an almost daily basis at any one of our many different locations. The more you know about what’s going on in the company you are
a part of, the more engaged we hope you will be, and the better equipped to help push the business forward. That’s why we place a high value on
communications within Capita.
Team meetings
Informal meetings happen frequently, on an individual and group basis, to update you on company performance, developments within the
business operation and particular achievements, and to review any specific matters of concern that you wish to raise. There are various forums
across the organisation for collective sessions. If you are interested in taking part or in starting up an employee forum, please have a word with
your colleagues and your manager. We would welcome your participation. We use all the means at our disposal to communicate and we hope
you will too.
Intranet
Capita Connections, our corporate intranet, contains a wealth of information spread out in the following sections:
■■ My Capita
■■ Business Support
■■ About Capita
■■ News.
We are continually developing Capita Connections and welcome your feedback.
Business newsletters
Many businesses in Capita circulate copies of their own business newsletter informing their employees of any business updates and results, awards
that their colleagues or the business has won, and recognising individual efforts in the business.
Notice boards and emails
We use notice boards and emails to post details of current information. In a large company like ours, these seem to work as well as informal –
but vital – channels of communication. Of course, their success also depends on you taking time to check to see what’s new and what’s important
– eg, sports and social events and company information. We do ask you not to display, send or circulate any information about another business
or commercial organisation. Beyond that, you are free to put up a notice once you have cleared it with your manager. Our email standards are
detailed in the Information security and confidentiality section of this guide.
Trade unions
We understand and value the role of trade unions. We have relationships with a number of unions and, in addition, we have national partnership
agreements with several unions. Communication at all levels is important, especially at a local level. Capita managers meet regularly with union
representatives to discuss issues of the day. Mutual trust and open communication set the tone of our relationship.
You are free to join any union of your own choosing. You also have the right not to join a trade union. If you are a member of one of our recognised
trade unions, we can arrange for your union subscriptions to be deducted from your salary and sent directly on to your union, if you wish.
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5.2 Speak Up Policy
Our Speak Up Policy is important so you know you can make a disclosure to your line manager, independent manager or external body regarding
serious, potentially criminal matters that have taken place or are taking place within an organisation. Examples include:
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all suspected fraudulent activity/serious management malpractices or unlawful behaviour (eg, theft or misrepresentation, insider dealing)
failures to comply with applicable regulations, eg, health and safety
failure to comply with Capita’s policy which includes but not limited to:
■■ reckless conduct in the workplace
■■ health & safety
■■ information security policy & standards
■■ anti-bribery & corruption policy
■■ gifts & hospitality policy
■■ personal dealing policy
■■ sanctions policy
All such concerns will be treated with confidentiality, seriousness and investigated quickly. We may also have a duty to pass information to
relevant regulatory/enforcing authorities.
In the first instance, any relevant concerns should be raised with your line manager, director in charge or any other senior manager within your
area with whom you feel comfortable. If you feel the matter has not been dealt with, or it is not possible to discuss the details with your line
manager for any reason, the matter should be reported via the ‘speakup@capita’ email address. If the matter is connected with a group executive
or main board director, the matter should also be reported to the group non-executive chairman and/or chair of the group audit & risk committee.
Before making any disclosure through this mechanism you need to read the full Speak Up policy which is available on Capita connections.
If you have a concern about your employment, workplace or working relationships, this is properly dealt with by the grievance procedure, in which
circumstances the Speak Up policy will not apply in these circumstances. A grievance is a way in which an employee can raise an issue or concern
regarding their employment on a formal basis with the aim to resolve conflicts at work.
5.3 Communication of Information
Unless expressly authorised to do so, you are strictly prohibited from the sending, transmitting or other external distribution, of proprietary
information, data, trade secrets or other confidential information belonging to Capita or its clients. This includes information about procedures
and the organisation that could be of value to our competitors.
The media
If a representative of the media contacts you, you should in all cases refer them to the Capita Press Office on 020 7654 2399, or email
media@capita.co.uk.
Intellectual property
Intellectual property rights arise from the ownership of copyrights, confidential information, trademarks or patentable inventions.
Intellectual property rights created in the course of your work are our property. For a copyright work, such as a computer programme or software
manual, copyright comes into existence automatically in the UK. For a patentable invention or a design capable of registration, we shall ask you
to assist in the registration procedures.
Social Media
Social media is increasingly an important part of the way both we as individuals, and businesses, communicate. It is used in a variety of ways in our
personal lives and sometimes our personal posts may reflect our work lives. Whether intended or not, the content you post in your personal life
may be viewed as representing a company point of view or could affect company business. Therefore, we all need to use good judgement as we
engage in social media in a personal capacity. One of the compulsory online training modules that you will be asked to complete is focused on this
topic and will help you understand Capita’s social media policy.
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5.4 Communications monitoring
The monitoring of employee communications equipment is vital to ensure we are fulfilling our commitment to the safety and security of
our employees and customers. In certain instances, Capita believes it is both necessary and desirable for all concerned that certain measured
checks take place.
Monitoring may involve the interception of communications, as set out in the Regulation of Investigatory Powers Act 2000 (RIPA) and the
Telecommunications (Lawful Business Practice) (Interception of Communications) Regulations 2000 (TICR). Monitoring may also involve the
collection, processing and storage of personal data which is regulated by Data Protection legislation.
Capita believes that all monitoring, in whatever form, needs to be both lawful and fair to employees. Therefore, in addition to complying with the
regulating acts, Capita voluntarily seeks to abide by the guidance prepared by the Information Commissioner for employers in the Employment
Practice Data Protection Code (DPA).
The Code draws together the obligations on employers in the Data Protection legislation, the Human Rights Act 1998, RIPA, and the influence of
EC Directive 95/46/ EC. The areas covered by The Code relating to internet usage and email communications include such things as:
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accessing employee’s email archives as part of ongoing investigation into malpractice
examining user activity log files, to check that employees are not accessing, storing or forwarding inappropriate material
keeping recordings of telephone calls made to, or from, a call centre, either to listen to as part of employee training, or to have a record to refer
to in the event of a customer complaint about an employee
examining files being used and stored on any Capita computer system.
The practice of monitoring employee activities must be agreed by the divisional executive director and must be documented as a working process.
Employees must be notified of this process on a regular basis and it must be included as part of new starters’ induction programmes.
If you want to know how monitoring will affect you, please contact your line manager, who will provide you with further information.
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6. Security and confidentiality
We trust each of our employees to look after both Capita’s and their own best interests at all times, and to respect our requirement for security
and confidentiality. Good security is a commercial necessity.
6.1 Information
Information is a key asset for Capita and its clients, and protecting this valuable asset is vital for our organisation.
Information is precious to any business and our clients and customers rely on us all to ensure that the information we see and handle remains
safe and secure.
Capita’s Security Policy and standards defines how Capita approaches and deals with security. This handbook has been designed to set out the
Capita policies in a clear and understandable way, in order to support this.
Information security is not just achieved through the use of special equipment or passwords. Many of the controls in place rely on you.
Whether it’s a conversation on the phone or using systems which display confidential information, you have a responsibility to make sure that
our own and our clients’ information remains secure.
6.2 Premises
You are responsible, with your colleagues, for your work area. At any time when the work area is left unattended, and particularly at the end of
each working day, check that you have locked any doors and windows and have locked away all confidential or sensitive documents.
If you wish to bring in personal visitors, please check first with your manager. In general, we do not allow cameras on site. If you wish to take
photographs of the building, you should gain permission from your manager beforehand.
Your manager (or the site manager) can provide full details of security and access arrangements.
6.3 Confidential Information
You will have access in your work to information on Capita, our clients and our suppliers. The information could be commercial, financial or
personnel related, and it could be communicated to you through conversation, documents or computer files. Some, if not all, of the information
will be confidential and remains the property of the company. Please treat all information as confidential (unless generally known outside Capita)
and check with your manager for authorisation before disclosing any information. There will be some instances where this ruling means you are
obliged not to disclose certain information to fellow employees.
The duty of confidentiality continues after you leave. You will need to return all documentation and data (whether in electronic or paper form) to
us immediately; we may ask you to confirm in writing that this has been done (and ensure copies are destroyed). Your manager can advise you in
specific instances about what information can be communicated and to whom, if you are uncertain.
6.4 Right of search
We take matters of security and confidentiality seriously and always investigate possible breaches of our principles, rules and requirements.
We therefore reserve the right to carry out any searches when managers consider them necessary, or ask the police to carry them out. This
may involve a search of your possessions, your vehicle and your desk, locker and other work areas.
6.5 Postal Security
You should be aware of precautions to be taken if opening mail and packages. Be alert about handling mail and, if you are suspicious, take
reasonable precautions.
We provide a mail screening service for some areas and x-ray machines for some post rooms to minimise the risk of postal bombs. Postal bomb
training is also provided by Group Risk to postal employees if required
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6.6 Fraud
Capita values its reputation for integrity and reliability and is committed to enforcing high moral and ethical standards in all of its
business activities.
It recognises that over and above any financial damage suffered, any involvement in fraudulent activity will adversely affect Capita’s image and
reputation. Capita has therefore implemented a stringent fraud policy.
The Capita fraud policy can be found in the risk and compliance section in Business support on Capita Connections, or by contacting the Group
Risk Team.
The prevention, detection and reporting of fraud is the responsibility of all employees. Capita does not and will not tolerate any fraudulent activity;
and will take disciplinary and/or legal action against those who perpetrate, are involved in, or assist with fraudulent or improper activities.
If you notice actual or suspected activities which may give rise to a fraudulent action (internal or external) or breach of trust, you should notify
your line manager or in the case of FCA (or equivalent regulated business) the designated fraud risk coordinator (FRC) immediately, as required
by the Capita fraud policy, who will take appropriate action, again as stipulated in the Capita fraud policy. If you feel unable to communicate your
concerns through either of these channels, you may report the matter in accordance with the speak up policy. Please note that all information
provided by employees will be treated in confidence and will not be disclosed or discussed with any other individual, other than for the purpose of
conducting an investigation.
6.7 Use of Technology
Capita believes that using the communication tools provided in the business for personal use is entirely acceptable, as long as that use
is reasonable.
Reasonable use is:
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a level that is not detrimental to the main purpose the equipment or facilities are provided for – priority must be given to use resources for the
main purpose they are provided for
activity that is not of commercial or profit-making, or for any other form of personal financial gain
use that does not compete, conflict with or compromise Capita’s business or interests
use that does not conflict with an employee’s obligations to Capita as its employer
to be within Capita’s rules, regulations, policies and procedures
to adhere to UK government legislation.
Unacceptable use of technology:
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do not create transmit, broadcast, view or copy:
■■ material that will bring any part of the company into disrepute
■■ material that is illegal
■■ unsolicited commercial or advertising material, chain letters, unauthorised press releases or junk mail of any kind
■■ confidential material to a third party
■■ material infringing copyright or other intellectual property rights
■■ offensive, obscene or indecent images, data or other material
■■ material that is designed or likely to cause annoyance, inconvenience or anxiety
■■ material that is corrupt, abusive or threatening to others, serves to harass or bully others, discriminates or encourages discrimination on racial
or ethnic grounds, or on grounds of gender, sexual orientation, marital status, disability, political or religious beliefs
■■ defamatory material or material that includes claims of a deceptive nature
do not misrepresent any matter to a third party or enter into a contract you are not authorised to
do not unreasonably waste employee effort or business resources, or unreasonably deny any service to others
do not participate in activities that corrupt or destroy other users’ data or disrupt the work of other users
do not use communication equipment excessively or unreasonably for personal use
do not violate the privacy, unfairly criticise or misrepresent others
do not give unauthorised access to any part of the business, including communications equipment or facilities to third parties
do not contravene the social media policy
do not use your own personal equipment eg, iPhones or Smartphones to access Capita owned or managed communications systems.
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If further guidance is required please discuss with your manager. Group IT and Group Security will seek to provide managers with guidance and the
data they need to manage these items.
Virus protection
Anti-virus software is mandatory and must be installed on your system with the latest version of its antivirus files.
You must never disable anti-virus software installed on your system without prior authorisation.
Downloading anything from an external source (internet, third party, suppliers, etc) should be done via a Capita supported gateway.
If you suspect that a virus has been introduced on the Capita network, the incident should be logged with your local IT support group immediately.
General electronic / email communications
Electronic communications have become the principal form of communication within Capita in recent years.
With these new technologies come certain responsibilities.
Access to the internet and other electronic tools is a privilege that must not be abused by employees. Abuse of Capita’s communication systems
can have serious consequences for both the business and individuals, so it is important to distinguish between acceptable and unacceptable use.
Internet access
The internet is a worldwide network of computers that contains millions of pages of information. Many of these pages will contain offensive,
sexually explicit and other inappropriate material. Even innocuous search requests may lead to sites with highly offensive content.
Additionally, leaving your email address on the internet may lead to the receipt of unsolicited or spam email (which may contain content that is
either offensive or upsetting in nature). The security of data transmitted across the internet cannot be guaranteed. Care should be exercised when
using the internet for business purposes.
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access to sites containing inappropriate content is strictly forbidden
freeware, shareware or public domain software must not be downloaded from the internet unless authorised to do so
you are responsible for any activity performed under your user-id while using the internet
inappropriate use of the internet may lead to disciplinary action.
Networks at home
Connecting your home network or any non-Capita network to the Capita network is strictly prohibited.
Doing so may cause considerable risk to Capita and its clients and may lead to disciplinary action or criminal prosecution taken against you.
Please refer to the Capita Security Policy in the Business Support section on Capita Connections for further direction.
Information security
We need to ensure that all the information we use in the course of our business is appropriately protected, in all environments in which
we use it.
Information Technology (IT) systems are provided by Capita for business use on equipment in Capita’s offices, and mobile devices supplied to
employees for use at multiple locations. Included within the definition of IT systems is all employee equipment, such as personal computers,
laptops/notebooks, PDAs, personal organisers, fixed and mobile telephone systems, smartphones, facsimiles, as well as the local and wide area
network infrastructure, including all servers and systems used for running various applications. These systems include, but are not limited to,
Capita’s private telephone exchanges, voicemail systems, email systems, and all associated file storage. You should note that the use of non-Capita
owned equipment to access Capita systems is not permitted without specific written prior approval from Group Security.
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Information is a company asset which, like other important assets, is valuable to Capita and our clients and, consequently, needs to be suitably
protected. In many cases, information is critical for our continuing success.
Information is broadly defined as follows:
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customer and client information
supplier and business partner information
details of business transacted in all customer and corporate relationships
details of products and processes – particularly those that are sensitive and could be useful to competitors
details of all future plans from individual business units to major corporate strategies
employee details – for which we have clear statutory responsibilities.
It is vital that anyone who will have access to any IT system is made aware of their responsibilities. Information can exist in many forms. It can
be printed or written on paper, stored electronically, transmitted by post or electronic mail, shown on films or spoken in conversation.
Whatever form it takes, or means by which it is shared or stored, it should always be appropriately protected.
It is the responsibility of all users of Capita’s data and systems to adhere to the Group Information Security Policies and Standards at all times,
and to use the company’s IT resources and external facilities in a professional, lawful and ethical manner.
Capita policies have been distilled into a series of simple Dos and Don’ts and How to Guides available on Capita Connections to make it as easy
as possible for employees to understand their responsibilities. There is also online training on information security awareness that all employees
must complete annually.
Abuse of the IT systems and external facilities may result in disciplinary action, including possible dismissal or termination of contract, and could
lead to civil or criminal liability.
Confidentiality and secrecy undertakings.
Relationships between two businesses often include written conditions concerning confidentiality or the secrecy of information, such as in the
preparation of quotations or tenders, or the carrying out of specialist services. If you are asked to sign any form of confidentiality or secrecy
undertaking, first have the undertaking checked to see whether it is commercially acceptable. Your manager will pass the undertaking on to the
appropriate person for it to be checked.
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7. Further information
7.1 Further information
Our aim with this handbook is to give you a clear, complete picture of Capita and how we all work here. Set out below is information on some
areas not already covered. If you spot a gap, please let us know and help us fill it.
Personal records
We need to hold on file personal details for everyone who works for Capita, which enables us to get swiftly in contact with you or your family
should the need arise. This information is also stored on our company database.
The Company holds and processes personal information relating to you which is subject to Data Protection legislation. The Company processes this
personal information in order to administer for example your contract of employment and in accordance with the Workers Privacy Notice, which is
available on The Company intranet site, Connections.
The Company will treat all personal information as confidential and will not use or process it other than for legitimate purposes. The Company will
ensure that the information is accurate, kept up-to-date and not kept for longer than is necessary. Measures will also be taken to safeguard against
unauthorised or unlawful processing and accidental loss or destruction or damage to the data.
Please update your Capita Desktop page or inform your manager as soon as possible if you change your name, home address, personal email
address, telephone number or your banking arrangements. When you get a new qualification or become a member of a professional organisation,
we would like to know. Equally, if there is a change in family circumstances (birth, marriage, divorce or death within the immediate family) please
inform us so we can maintain accurate records.
Right to work in the UK
Capita has a legal obligation to ensure that everyone who is employed is legally permitted to work for the company. All employees are required
to bring the correct original Right to Work documentation with then on their first day of employment. You Manager will check the documents are
genuine, that you are the person presenting them as the prospective employee, you are the rightful holder and you are allowed to do the type of
work offered. If you do not bring the correct documents with you on Day 1 of employment, you will not be allowed to commence employment and
you will be sent home until you can provide the correct documentation. If, during the course of your employment your eligibility to work within the
UK expires, you will be responsible for providing up to date and correct Right to Work documentation to be able to continue working. Failure to do
so will result in Capita not being able to allow you to continue with your employment and your employment may be terminated.
Employment checks
All new starters at Capita are subject to employment screening checks before commencing employment which includes as a minimum a financial
probity check and a basic criminality check. There may also be specific screening checks required which will vary dependant on the role and
business you are working in. An offer of employment is conditional on you satisfying the requirements of all the employment screening checks for
the area of the business in which you are employed. In some businesses, we reserve the right to carry out annual or refresher screening checks. If,
during your career with Capita, you move into a new role you may be subject to employment screening checks before you can commence in your
new role.
Other employment or association
A condition of your employment is that you neither work for, nor have an interest in, any other company, business or commercial organisation. You
will need written consent from your manager before you undertake any activity that could interfere with the proper performance of your duties or
lead to a conflict of interest.
Your manager will need to consider any health and safety implications if you undertake a second job and understand from you the number of
hours that you will be working every week in order that we do not breach the Working Time Regulations.
Professional relationships
It is Capita’s policy that all employees conduct themselves at all times in accordance with the best business ethical standards in all professional
relationships. Therefore, employees are required to declare any personal relationship with, or interest in, any client or other employee of
the company.
Insider dealing
Personal account dealing rules are in place to protect organisations from unfounded allegations of insider dealing and help maintain
Capita’s integrity.
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Insider dealing may be defined as dealing in securities (shares, stocks, bonds, etc) on the basis of inside information with the objective of making
a profit or avoiding a loss.
Inside information may be defined as information which is confidential and which, if made generally available to the market, would be likely to
significantly affect the price of any related securities.
Insider dealing is a criminal offence and you are required to read, understand and work within the Capita Share Dealing Rules available under My
pay and benefits on Capita Connections. Failure to comply with the code is a serious offence which could lead to disciplinary action.
Anti Bribery
Capita has a zero tolerance approach towards bribery and corruption and has established a culture in which bribery is never acceptable. The
Anti-bribery & Corruption Policy, Gifts & Entertainment Policy and Ethical Code of Business Conduct state Capita’s expectations and standards
on how our company does business and engages with our clients, customers, suppliers and third parties. We need to be aware of any matters
of malpractice and bribery, and all employees are actively encouraged to report any concerns honestly, accurately and without malice.
Expenses
When in doubt, your manager can advise you on the degree of expenditure appropriate for any task you have to carry out. You should always make
your manager aware of the expenditure prior to you incurring the expenses, particularly if the sum of money is large – or the cause unusual where
you should – make sure you get approval from your manager before you spend any money. When you have to spend your own money whilst
on company business or attending training, always keep all receipts so that you can be reimbursed. Your expenses claims must be submitted via
Capita Desktop on a weekly / monthly basis for your manager to approve for payment. Your expenses will not be paid if they are not submitted
within 3 months of incurring the expenses.
Your expenses will be paid directly into your bank account.
Telephones
We understand that you will sometimes need to use the telephone for personal calls during the day, to deal with urgent matters or cases that can
only be dealt with in working hours, but we do ask you to keep these calls to a minimum. If you make calls on our behalf (from home or elsewhere)
you can use the expenses procedure to claim back the cost of the call. Company mobile phones are provided where employees have a business
need for them.
Excessive use of company mobile phones for personal calls may result in you being asked to repay the money for those calls.
Travel
For employees who are not entitled to a company car or in receipt of a car allowance,, our policy is to travel by public transport wherever possible,
both to keep costs down and act in a more environmentally-friendly manner. If there is good reason to use a car, you will be able to book a hire
car through Capita Desktop. We prefer you not to use your own car, and it is a Capita policy that car journeys over 100 miles must be taken in a
hire car.
Your manager can advise and give you a copy of the driver’s handbook. In exceptional cases, your manager can also authorise use of your own car.
You will be responsible for insurance (so you should check with your insurer whether you are covered for business use) and you can reclaim fuel
costs based on the current mileage rates. All requirements for train tickets, flights and hotel reservations must be made through our travel portal
which means you will never need to submit an expenses claim for any of these business travel related costs. Your manager can advise and give you
a copy of the driver’s handbook and full Capita Business Travel and Expenses policy.
Parking
Some of our sites have limited parking facilities, so always check before you set off. If, as a general rule, you choose to drive to work and there are
parking fees, you will need to cover that cost.
Personal and lost property
If you find lost property, please pass it to your manager for them to deal with it. If you lose your own property while on-site (or in a Capita vehicle),
or you damage your personal property, let your manager know straight away.
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Generally we cannot accept responsibility for incidents that result in damage of your personal property. It is a good idea for you to check your
personal insurance to see if you are covered.
Misuse of alcohol or drugs
Use of alcohol or drugs, whether prescribed or recreational, is usually viewed as a very personal matter (unless illegal), however, alcohol and drug
use (or misuse) is a legitimate matter for employers to manage if there is an impact on behaviour or performance at work.
Capita requires that no employee shall:
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report for work in an unfit state due to the taking of alcohol or drugs
be in possession of alcohol or drugs in the workplace
consume alcohol or drugs whilst at work
attempt to sell or buy alcohol or drugs on or within the workplace
smoke in any Capita premises, this includes all external areas except with the express permission of the site manager and where there is a
designated/strictly defined smoking area.
Any departure from these rules may lead to disciplinary action and potentially your dismissal. In addition, in the case of illegal substances, the
matter may be reported to the police and if you smoke in a banned area, it could lead to you being prosecuted and fined.
In the case of prescribed medicines or drugs you should check with your GP to ensure that there will not be any adverse effect on the safety of
yourself or your colleagues, and inform your manager if this is likely.
Where employees are diagnosed as having an alcohol or drug related dependency and are actively seeking assistance to rehabilitate, Capita will
manage the issue under our Absence Management Procedures, including referral to Occupational Health Services, if appropriate.
Depending on circumstances and operational viability, additional measures may be put in place to support employees overcome their addiction
but this will depend on the employee’s attitude to rehabilitation and the resources available. Whilst Capita will deal sympathetically with
employees who are seeking to overcome problems with their addiction this will not preclude disciplinary action and a possible outcome of
dismissal from being taken if the employee engages in behaviour or conduct that is sufficiently serious and the rules outlined above are breached.
If you believe that you may have a problem you may want to consider speaking to your GP or seeking support through national organisations or
local support groups.
Your line manager is responsible for ensuring Capita’s procedures are complied with and they have a duty to act where they believe an employee
has breached the rules. Initially this will involve your manager speaking with you and making an assessment of your ability to continue safely in
work if they believe you may be under the influence of alcohol or drugs. If your manager believes that you are unfit to attend or remain in work you
will be sent home and in serious cases where your behaviour or conduct is in question you may be suspended.
If there is an impact on your performance, conduct or absence you may be subject to disciplinary action.
In addition, if your manager has reason to suspect you have brought alcohol or drugs on to the premises they may invoke a search of your
possessions, vehicle, desk, locker or other work areas in the presence of a witness, or they may contact the police to assist in a search.
Your manager will also discuss with you any potential support Capita can provide if you do have a dependency that you are seeking to overcome,
as summarised previously.
Money received
If you receive money or any other form of payment on our behalf, this has to be properly accounted for, including (where appropriate) the issue of
a receipt within one working day. No such money or payment should be banked in a private account.
Lotteries
If you wish to organise a lottery at work, you will need to ensure that you comply with the relevant legal requirements and also get permission
from your manager first. Assuming you can ensure compliance with the law (and the penalties for breach of the legal rules are severe) and as long
as Capita has no legal, financial or other responsibility, your manager will probably grant permission.
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Age and retirement
You will notice when you start work with us that, for Capita, age is not an issue. We focus on what the individual has to offer and are keen to build
an effective workforce of diverse age groups.
Whilst Capita’s retirement age is 75 in the UK it may suit both you and us for you to continue working beyond that age. We are also happy to look
at a range of flexible retirement options to ensure that your transition into retirement is at a pace to suit you.
If you wish to retire earlier than age 75 you will need to provide your line manager with written contractual notice, stating your intended
retirement date.
There may be some contractual and voluntary benefits that are affected, if you continue to work beyond state pension age and you should refer
to the relevant policy documents to confirm the age at which cover ceases.
Policies
All policies and the code of conduct and procedures referred to in the Employee Handbook apply to all businesses and all employees of Capita.
The consequences of not adhering to the policies and code may have serious implications for the Company and employees who breach the
requirements. It is your responsibility to ensure you fully understand and adhere to the policies and code which are available to you on Capita
Connections under Capita’s policies.
Leaving Capita
If you resign, we may ask you to attend an ‘exit interview’ before you leave. This takes the form of a conversation (held in confidence) where your
manager will explore with you the reasons behind your decision to go. We may use what you have to tell us to help us recruit, and retain, more
good people.
We shall make your final salary payment as close as practicable to your last day. In making this payment we have the right to deduct any
outstanding monies, such as annual leave pay, season ticket or other loans. If we do process a payment after you have left Capita, you will need to
reimburse any overpayment immediately. Please speak with your manager to organise the repayment. Your final payslip will be sent to your home
address. Once your final payments have been made your P45 (for income tax purposes) will be posted to your home address.
7.2 Corporate responsibility
As you have seen throughout this handbook, our Values underpin our day-to-day business operations and interactions with you. Our overall aim
is to make Capita a sustainable and responsible business. In order to do this we need to make sure that we manage the social and environmental
impacts of our business and contribute to the communities where we work.
We have identified our main impact areas:
■■ clients: we need to listen and respond to the needs of our clients, ensuring that we are meeting their needs and delivering better, more
flexible services to the public
■■ employees: we want to manage and support our employees, giving them the opportunity to develop their careers
■■ suppliers: we want to make sure that we manage our supply chain responsibly, using suppliers that meet the highest ethical standards
■■ environment: we want to manage our impact on the environment which includes reducing our carbon footprint, cutting waste and
recycling more
■■ communities: we support and invest in the communities where we are based through our community investment programme and our
charitable support.
We focus on actively managing these areas. Here are a few examples of how we do this:
Training our employees
We want you to learn and develop new skills and we offer a number of different types of training:
■■ skills and personal development courses
■■ vocational learning programmes
■■ professional qualifications.
In 2013 we invested over £14m in training our employees, including our Apprenticeship Programme and Postgraduate Programme in Leadership
and Management. If you want to find out more about the training that is available then please speak with your line manager.
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Managing our environmental impact
We have an ongoing energy reduction programme, trying to reduce the amount of energy we use at our offices – since the programme began
we have made energy savings of over 41%. We promote ways of reducing business travel, including using conference call and telepresence suites.
In 2013 the number of conference calls made across Capita was 379,082, an increase of 25% from 2012.
Investing in our communities
Through our community investment programme we support the local communities in which we work. We have an employee volunteering scheme,
giving our employees the opportunity to give something back by volunteering in their communities by supporting community projects, such as
painting a local youth club, or helping children in a local school to improve their reading skills. We have an official volunteering policy which allows
each employee one day off a year to volunteer through our scheme, subject to line manager approval. More details about the scheme can be found
on Capita Connections.
Charitable support
We support one corporate charity partner across Capita which is chosen by our employees. Our previous charity partners include Alzheimer’s
Society, Cancer Research UK and The Princes Trust.
We have a network of charity champions across the business and we organise a number of Capita-wide events throughout the year for you to get
involved with, including Charity Week.
In addition to supporting our corporate charity partner, we also support our employees who are raising funds for other charities, through our
matched funding scheme. More details about how to apply for additional funding can be found on Capita Connections.
To be a successful, responsible business we need to do what is right by our clients, our employees, communities and society at large and we need
you to help us do this!
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Capita plc
30 Berners Street
London
W1T 3LR
Your guide to Capita
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