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Job description

If you have good communication skills and enjoy talking to people, we have the opportunity for you! We are looking for advisors to work at our award-winning Customer Contact Centre. This role is the perfect stepping-stone into a rewarding career where you can make a difference to the lives of NHS employees, patients, and the public. We provide a great place to work and have been recognised in this year’s “Best Companies Awards” and “Inspiring Workplaces Awards”. Our contact centre management were also recognised for inspirational leadership at the 2021 North East Contact Centre Awards.

What do we offer?

• Hybrid working – once your initial training is complete, you can work predominantly from home with the opportunity to be office based should you prefer, or if business need requires it.
• 37.5 hour working weeks, in shifts across our 8am-6pm opening hours Mon-Fri, and 1 in 5 Saturdays on average 9am-3pm
• No outbound calls, and our advisors are empowered to solve customer queries using our bank of support resources and constant connection to a team leader if advice is required
• Supportive learning programme provided for all new starters
• An industry leading career pathway programme open to all, opening doors to more senior roles or to other teams in the NHSBSA
• 27 days leave (increasing with length of service) plus 8 bank holidays
• Active wellbeing and inclusion networks
• Excellent pension
• NHS Car lease scheme
• Access to a wide range of benefits and high street discounts
• Answer customer enquiries using a variety of media methods promptly within performance agreements
• Contribute to building team spirit and aiding others to succeed
• Provide help and guidance to customers, tailoring conversations to their needs ensuring they are at the heart of everything you do.
• Take an active part in coaching sessions and meetings with managers and your team, working collaboratively to identify improvements
• Working on computer systems, accurately inputting, updating and amending information
• Over time we would be looking for you to manage a diverse portfolio of workstreams that will increase in line with the band 2 to band 3 progression programmes

You may have experience in customer service already or may be confident communicators who are looking to start a new career. We would love you to apply if:

• You would be confident in taking customer telephone calls
• You have a natural talent for negotiation
• You can show empathy when dealing with some potentially challenging conversations
• You have a high attention to detail

In your application, please answer these questions in the “supporting evidence” section:

1. When have you demonstrated good communication skills?

2. When have you shown good time management and the ability to multi-task?

3. When have you shown a good level of accuracy while working on a task?

4. When have you demonstrated empathy and calmness when dealing with a difficult situation?

At the NHS Business Services Authority (NHSBSA) we deliver a range of essential national services to NHS organisations and contractors, patients and the public. You may already be using some of our services. Do you have a prescription pre-payment certificate? Perhaps you found this vacancy through NHS Jobs? We’re behind these, and much more.

Being one of the UK’s Best Big Companies to work for, our values are to be Collaborative, Adventurous, Reliable and Energetic. We CARE about what we do and support each other in achieving our objectives. Our people are the heart of our organisation. We strive to ensure they feel trusted, valued and empowered. We’re passionate about nurturing and developing people. When you join us, we want you to grow, and we offer many opportunities for you to do that.

We welcome applications from people of all backgrounds. With wellbeing and inclusion central to our ethos, our BAME, Disability and Neurodiversity, LGBTQ+, Armed Forces and Women’s networks help our colleagues to be their authentic selves at work.

At the NHSBSA we value and respect the diversity of our colleagues and are committed to being a flexible employer. We are proud to offer flexible working opportunities. Whether you’re interested in hybrid working, working from home, flexible hours or job sharing, apply today and we can discuss available options with you at the interview stage.

We are the NHS delivering for the NHS.

Job purpose:
The Contact Centre handles customer enquiries across a variety of media methods with advisors supported to become multi skilled and able to handle multiple workstreams. The post holder will work as part of a team to provide excellent inbound customer service to customers.

As this is intended as a progression role, the post holder will be supported to gain and manage a diverse portfolio of workstreams that will increase in line with the band 2 to band 3 progression programme, which will be flexible to suit the needs of the business and the competence and experience of the advisor

In this role, you are required to:
1. Answer customer enquiries using a variety of media methods promptly within performance agreements. 
2. Contribute to building team spirit and aiding others to succeed 
3. Provide help and guidance to customers, tailoring conversations to their needs ensuring they are at the heart of everything you do.
4. Demonstrate good verbal, oral and written communication skills with the ability to adapt your style to the appropriate channel of communication, whilst maintaining a strong customer service emphasis.
5. Take an active part in coaching sessions and meetings with managers and your team, working collaboratively to identify improvements
6. Comply with all regulatory requirements such as Data Protection, Customer Security and understanding and supporting vulnerable customers.
7. Work on relevant computer system applications, accurately inputting, updating and amending customer information according to set procedures to ensure that the customers’ enquiries are handled appropriately and resolved fully.
8. Understanding and interpreting policies and procedures across a variety of work areas. Using our internal online Knowledge Base to provide consistency of response.
9. Managing own workload to perform to agreed standards within allocated time scales.
10. Work flexibly on shifts from 8am-6pm Monday to Friday (37.5hrs per week), and one Saturday in 5 on average.
11. Treating people with respect under all circumstances, upholding and demonstrating the values and behaviours of the NHSBSA.
12. Ensuring compliance with equality legislation and displaying active commitment to the need to ensure equality of opportunity and the benefits of Diversity.