Job summary
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.
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. If you chose to work from home, you are expected to attend the office for development sessions, meetings and when it is deemed necessary.
- 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 starter
- 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 bank holidays
- Active wellbeing and inclusion networks
- Excellent pension
- NHS Car lease scheme
- Access to a wide range of benefits and high street discounts
Main duties of the job
- 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.
You may have experience in customer service already or maybe a confident communicator, who is 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
We may close this advert early, at any point up until the closing date, if we receive a high number of suitable applications
If you're interested in this role, submit your application as early as possible to avoid missing this fantastic opportunity.
About us
Here at the NHS Business Services Authority (NHSBSA), what we do matters.
We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we're proud to be part of something meaningful, that touches millions of lives.
We design our services around customer needs and place people at the heart of our organisation. That's why when you join us, you'll be empowered and supported to help your career grow.
As one of the UK's Best Big Companies to work for, we're connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.
We strive to offer a fantastic colleague experience, where every colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work.
We're committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more.
Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most!
Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you.
We are people connected to care.
Job description
Job responsibilities
In this role, you are accountable for
- Responsible for answering a diverse range of external and internal customer enquiries, which can be sensitive in nature, using a variety of media methods promptly within agreed performance, quality and other service level agreements. Provides a flexible service to all NHSBSA customers with emphasis on customer satisfaction.
- Using knowledge and experience to resolve a range of customer queries which may require use of own judgement, escalating where it is required.
- Ability to work well as part of a team and be open-minded towards the ideas and views of others. Fully contribute to building team spirit and aiding others to succeed. Using own knowledge and experience, to coach other team members or new colleagues where appropriate. Actively take part and contribute to training initiatives.
- Providing help and guidance to customers, tailoring conversations to the customers needs across a variety of different products and services. Ensuring that the customer is at the heart of everything that you do.
- Good verbal, oral and written communication skills with the ability to adapt your style to the appropriate channel of communication, whilstmaintaining a strong customer service emphasis.
- Takes an active part in monthly coaching sessions and team meetings with managers and other team members, working collaboratively toidentify improvement areas and recommending their own actions for development.
- Working to agreed performance and accuracy targets and standards, complying with all regulatory requirements such as Data Protection,Customer Security and understanding and supporting vulnerable customers.
- Working on a range of computer and telephony system applications, accurately inputting, maintaining, updating and amending customer information according to setprocedures to ensure that the customers enquiries are handled appropriately and resolved fully.
- Ability to comprehend and interpret policies and procedures across a variety of work areas. Using our internal online Knowledge Base toprovide consistency of response.
- Manages own workload and operates all services in line with performance, quality and other service level agreements including internal agreements and policies, technical instructions and procedures all within agreed time scales. Schedules call backs for customers where appropriate.
- Work with a continuous improvement environment, providing feedback and ideas on how to improve services, policies and procedures.
- The contact centre is demand led and advisors must be prepared to join the bidding process for shifts designed and produced by theWorkforce Management System, or dependant on business need work a fixed working pattern or rotation to include Saturday working.
- Ability to treat people with respect under all circumstances, upholding and demonstrating the values and behaviours of the NHSBSA.
- Ability to manage sensitive and emotive circumstances, including complaints respectfully and empathetically.
- Adheres to the Data Protection Act and works in accordance with Quality standards.
- Ensure compliance with equality legislation, and display active commitment to the need to ensure equality of opportunity and the benefits ofDiversity.
- When in contact with colleagues, customers, contractors and visitors, ensure that they are treated with dignity and respect.
Job description
Job responsibilities
In this role, you are accountable for
- Responsible for answering a diverse range of external and internal customer enquiries, which can be sensitive in nature, using a variety of media methods promptly within agreed performance, quality and other service level agreements. Provides a flexible service to all NHSBSA customers with emphasis on customer satisfaction.
- Using knowledge and experience to resolve a range of customer queries which may require use of own judgement, escalating where it is required.
- Ability to work well as part of a team and be open-minded towards the ideas and views of others. Fully contribute to building team spirit and aiding others to succeed. Using own knowledge and experience, to coach other team members or new colleagues where appropriate. Actively take part and contribute to training initiatives.
- Providing help and guidance to customers, tailoring conversations to the customers needs across a variety of different products and services. Ensuring that the customer is at the heart of everything that you do.
- Good verbal, oral and written communication skills with the ability to adapt your style to the appropriate channel of communication, whilstmaintaining a strong customer service emphasis.
- Takes an active part in monthly coaching sessions and team meetings with managers and other team members, working collaboratively toidentify improvement areas and recommending their own actions for development.
- Working to agreed performance and accuracy targets and standards, complying with all regulatory requirements such as Data Protection,Customer Security and understanding and supporting vulnerable customers.
- Working on a range of computer and telephony system applications, accurately inputting, maintaining, updating and amending customer information according to setprocedures to ensure that the customers enquiries are handled appropriately and resolved fully.
- Ability to comprehend and interpret policies and procedures across a variety of work areas. Using our internal online Knowledge Base toprovide consistency of response.
- Manages own workload and operates all services in line with performance, quality and other service level agreements including internal agreements and policies, technical instructions and procedures all within agreed time scales. Schedules call backs for customers where appropriate.
- Work with a continuous improvement environment, providing feedback and ideas on how to improve services, policies and procedures.
- The contact centre is demand led and advisors must be prepared to join the bidding process for shifts designed and produced by theWorkforce Management System, or dependant on business need work a fixed working pattern or rotation to include Saturday working.
- Ability to treat people with respect under all circumstances, upholding and demonstrating the values and behaviours of the NHSBSA.
- Ability to manage sensitive and emotive circumstances, including complaints respectfully and empathetically.
- Adheres to the Data Protection Act and works in accordance with Quality standards.
- Ensure compliance with equality legislation, and display active commitment to the need to ensure equality of opportunity and the benefits ofDiversity.
- When in contact with colleagues, customers, contractors and visitors, ensure that they are treated with dignity and respect.
Person Specification
Qualifications
Essential
- Three GCSE passes, including Maths and English or equivalent qualification or work based experience
Desirable
- NVQ 3 or equivalent in customer service.
Experience
Essential
- Experience of working in a customer service focussed environment
- Experience of understanding and following detailed technical instructions
- Experience of dealing with internal and external customers on the telephone.
Desirable
- Experience of other forms of communication such as email, social media.
- Experience of working on a diverse range of systems.
- Computer literacy skills
Personal Qualities, Knowledge and Skills
Essential
- Able to deliver excellent customer service whilst meeting deadlines and targets.
- Ability to handle complex telephone queries effectively and to deal with dissatisfied or difficult customers.
- Ability to handle concurrent tasks/ systems and cope with distractions.
- Adaptable, with proven ability to respond to and switch between a wide variety of queries and systems effectively.
- Flexible approach
- Excellent communication skills both written and verbal.
- Proven time and self-management skills.
- Positive attitude and self-motivated.
- Evidence of ability to work using own initiative.
- Discreet and sympathetic with a calm and confident manner.
- Committed to contributing effectively to team working.
- Resilient when dealing with challenging and complex queries.
Desirable
- Ability to work quickly and accurately with an eye for detail
- Good grammar and spelling.
Person Specification
Qualifications
Essential
- Three GCSE passes, including Maths and English or equivalent qualification or work based experience
Desirable
- NVQ 3 or equivalent in customer service.
Experience
Essential
- Experience of working in a customer service focussed environment
- Experience of understanding and following detailed technical instructions
- Experience of dealing with internal and external customers on the telephone.
Desirable
- Experience of other forms of communication such as email, social media.
- Experience of working on a diverse range of systems.
- Computer literacy skills
Personal Qualities, Knowledge and Skills
Essential
- Able to deliver excellent customer service whilst meeting deadlines and targets.
- Ability to handle complex telephone queries effectively and to deal with dissatisfied or difficult customers.
- Ability to handle concurrent tasks/ systems and cope with distractions.
- Adaptable, with proven ability to respond to and switch between a wide variety of queries and systems effectively.
- Flexible approach
- Excellent communication skills both written and verbal.
- Proven time and self-management skills.
- Positive attitude and self-motivated.
- Evidence of ability to work using own initiative.
- Discreet and sympathetic with a calm and confident manner.
- Committed to contributing effectively to team working.
- Resilient when dealing with challenging and complex queries.
Desirable
- Ability to work quickly and accurately with an eye for detail
- Good grammar and spelling.
