Half the staff turnover: how Capita supports 40,000 colleagues with On‑Demand Pay
Six years on, 75% of Capita's most active users say they'd be very disappointed to lose Level, and colleagues who use it leave at less than half the rate of those who don't.
Key takeaways
- Contact centre colleagues who used Level left at less than half the rate of those who didn't, in the first 12 months.
- Six years on, 75% of Capita's most active users would be very disappointed to lose Level, almost double the 40% benchmark for a product people truly rely on.
- More than half use it to manage cash flow between paydays, with no cost or cashflow impact for Capita.
- It runs from a monthly payroll file that takes Capita's team around 10 minutes a month.
About Capita
Capita is one of the UK's largest business process outsourcers, employing around 40,000 people across the UK. Many work in its contact centres, serving clients where customer service standards are high and staff vetting is expensive.
Capita describes its people as the "lifeblood" of the business. In 2020 it committed to paying every UK employee at least the Real Living Wage, and looked for practical ways to help colleagues make that pay go further.
Why did Capita need Level?
Staff turnover in customer management runs at around twice the UK average. The CIPD puts the average cost of replacing an employee at £6,000, and in financial services contact centres, vetting pushes that higher.
When pay arrives once a month but bills don't, a single unexpected cost can push a colleague towards high-cost credit, extra stress or a new job. Capita wanted to tackle that root cause.
Responsible business is a cornerstone at Capita Experience. The health and wellbeing of our staff is a fundamental part of this.
Geoff Hardes, COO, Capita Experience
Why did Capita choose Level?
Capita wanted more than a way to access pay early. It wanted a complete financial wellbeing platform that would help colleagues stay in control, without pushing them into debt.
- On-Demand Pay: colleagues access a share of the pay they've already earned, for a flat fee shown upfront, with no interest and no credit check.
- Payroll Savings, budgeting and an AI Money Helper: free tools to build a buffer and plan ahead.
- No cost or cashflow impact for Capita: Level funds every withdrawal and reconciles on payday.
- A debt-free model: Level never offers loans or cross-sells credit.
On-Demand Pay launched to Capita's 12,000 contact centre colleagues in 2021, before rolling out across the UK workforce.
[Quote from Capita's People lead on why Level, and why debt-free mattered]
[Name], [Job title], Capita
What measurable outcomes were achieved?
Turnover halved among Level users
After almost 12 months of data, Capita found that attrition among colleagues registered with Level was less than half that of the wider workforce. At £6,000 per leaver, that saved Capita hundreds of thousands of pounds in the first year alone.
Six years on, colleagues still rely on it
In-app survey of 527 active Capita users, 1–31 August 2026. 189 completed responses (36%); respondents self-selected and entered a prize draw.
What was the business impact?
Lower turnover in a high-churn sector
In an industry where turnover runs at twice the UK average, keeping trained, vetted colleagues is a direct saving. Capita's own analysis linked Level use to colleagues staying longer.
This has had a real impact on us as an organisation.
Scott Hill, Chief People Officer & Board Member, Capita
Minimal work for payroll
Level connects to Capita's existing payroll through a simple monthly file exchange, taking around 10 minutes a month. Every withdrawal is reconciled automatically on payday, with no manual deductions.
[Quote from Capita payroll on the admin involved]
[Name], [Job title], Capita
Support colleagues actually value
Colleagues don't see Level as only for people in difficulty. Asked who else would benefit, around 1 in 5 said "anyone" or "everyone", reassuring for employers worried about stigma.
Nothing, it's really easy to use and a nice design.
Capita colleague, August 2026 survey
Responsible by design
On-Demand Pay at Capita is debt-free: no interest, no credit check, the fee shown before every withdrawal, and limits that keep usage sensible. Level is a founding signatory of the EWA Code of Practice.
[Quote from Capita on wellbeing and responsible business today]
[Name], [Job title], Capita
"What has become clear in recent months is the benefit this has to our organisation, helping to reduce staff turnover, which can be a costly and time-intensive issue to solve."
Geoff Hardes, COO, Capita Experience
See Level in action
A 20-minute walkthrough, tailored to your workforce.
Capita & Level: questions answered
How does Level support Capita's employees?
Colleagues can access a share of the pay they've already earned through On-Demand Pay, and use free Payroll Savings, budgeting and an AI Money Helper.
What impact has Level had on staff turnover at Capita?
Capita's analysis of almost 12 months of data found that colleagues registered with Level left at less than half the rate of the wider workforce.
How much work is it for Capita's payroll team?
Around 10 minutes a month. Level works from a monthly payroll file and reconciles every withdrawal automatically on payday.
Does it cost Capita anything?
There's no cost or cashflow impact for Capita. Level funds every withdrawal, and colleagues pay a flat fee shown upfront.
How do Capita colleagues feel about Level?
In an August 2026 survey of active users, 75% said they'd be very disappointed if they could no longer use it.
<! data-preserve-html-node="true"-- LEVEL FT CLIENT STORY: CAPITA Paste this whole file into ONE Squarespace Code block (Display Source off). Everything is scoped to .lvl-story so it won't restyle the rest of your site. Before publishing: replace every [square bracket] item and get Capita sign-off. -->
Client story · Business process outsourcing
Half the staff turnover: how Capita supports 40,000 colleagues with On‑Demand Pay
Six years on, 75% of Capita's most active users say they'd be very disappointed to lose Level, and colleagues who use it leave at less than half the rate of those who don't.
Key takeaways
- Contact centre colleagues who used Level left at less than half the rate of those who didn't, in the first 12 months.
- Six years on, 75% of Capita's most active users would be very disappointed to lose Level, almost double the 40% benchmark for a product people truly rely on.
- More than half use it to manage cash flow between paydays, with no cost or cashflow impact for Capita.
- It runs from a monthly payroll file that takes Capita's team around 10 minutes a month.
About Capita
Capita is one of the UK's largest business process outsourcers, employing around 40,000 people across the UK. Many work in its contact centres, serving clients where customer service standards are high and staff vetting is expensive.
Capita describes its people as the "lifeblood" of the business. In 2020 it committed to paying every UK employee at least the Real Living Wage, and looked for practical ways to help colleagues make that pay go further.
Why did Capita need Level?
Staff turnover in customer management runs at around twice the UK average. The CIPD puts the average cost of replacing an employee at £6,000, and in financial services contact centres, vetting pushes that higher.
When pay arrives once a month but bills don't, a single unexpected cost can push a colleague towards high-cost credit, extra stress or a new job. Capita wanted to tackle that root cause.
Responsible business is a cornerstone at Capita Experience. The health and wellbeing of our staff is a fundamental part of this.
Geoff Hardes, COO, Capita Experience
Why did Capita choose Level?
Capita wanted more than a way to access pay early. It wanted a complete financial wellbeing platform that would help colleagues stay in control, without pushing them into debt.
- On-Demand Pay: colleagues access a share of the pay they've already earned, for a flat fee shown upfront, with no interest and no credit check.
- Payroll Savings, budgeting and an AI Money Helper: free tools to build a buffer and plan ahead.
- No cost or cashflow impact for Capita: Level funds every withdrawal and reconciles on payday.
- A debt-free model: Level never offers loans or cross-sells credit.
On-Demand Pay launched to Capita's 12,000 contact centre colleagues in 2021, before rolling out across the UK workforce.
[Quote from Capita's People lead on why Level, and why debt-free mattered]
[Name], [Job title], Capita
What measurable outcomes were achieved?
Turnover halved among Level users
After almost 12 months of data, Capita found that attrition among colleagues registered with Level was less than half that of the wider workforce. At £6,000 per leaver, that saved Capita hundreds of thousands of pounds in the first year alone.
Six years on, colleagues still rely on it
In-app survey of 527 active Capita users, 1–31 August 2026. 189 completed responses (36%); respondents self-selected and entered a prize draw.
What was the business impact?
Lower turnover in a high-churn sector
In an industry where turnover runs at twice the UK average, keeping trained, vetted colleagues is a direct saving. Capita's own analysis linked Level use to colleagues staying longer.
This has had a real impact on us as an organisation.
Scott Hill, Chief People Officer & Board Member, Capita
Minimal work for payroll
Level connects to Capita's existing payroll through a simple monthly file exchange, taking around 10 minutes a month. Every withdrawal is reconciled automatically on payday, with no manual deductions.
[Quote from Capita payroll on the admin involved]
[Name], [Job title], Capita
Support colleagues actually value
Colleagues don't see Level as only for people in difficulty. Asked who else would benefit, around 1 in 5 said "anyone" or "everyone", reassuring for employers worried about stigma.
Nothing, it's really easy to use and a nice design.
Capita colleague, August 2026 survey
Responsible by design
On-Demand Pay at Capita is debt-free: no interest, no credit check, the fee shown before every withdrawal, and limits that keep usage sensible. Level is a founding signatory of the EWA Code of Practice.
[Quote from Capita on wellbeing and responsible business today]
[Name], [Job title], Capita
"What has become clear in recent months is the benefit this has to our organisation, helping to reduce staff turnover, which can be a costly and time-intensive issue to solve."
Geoff Hardes, COO, Capita Experience
See Level in action
A 20-minute walkthrough, tailored to your workforce.
Capita & Level: questions answered
How does Level support Capita's employees?
Colleagues can access a share of the pay they've already earned through On-Demand Pay, and use free Payroll Savings, budgeting and an AI Money Helper.
What impact has Level had on staff turnover at Capita?
Capita's analysis of almost 12 months of data found that colleagues registered with Level left at less than half the rate of the wider workforce.
How much work is it for Capita's payroll team?
Around 10 minutes a month. Level works from a monthly payroll file and reconciles every withdrawal automatically on payday.
Does it cost Capita anything?
There's no cost or cashflow impact for Capita. Level funds every withdrawal, and colleagues pay a flat fee shown upfront.
How do Capita colleagues feel about Level?
In an August 2026 survey of active users, 75% said they'd be very disappointed if they could no longer use it.